模具报价决策支持系统

【作者】 乔延文；

【导师】 陈庆新；

【作者基本信息】 广东工业大学 ， 机械电子工程， 2002， 硕士

【摘要】 在以客户为中心的新时代条件下，客户成为企业生存的最大资源，企业要生存，就必须进行有效的客户关系管理。所以在继制造资源计划(Manufacture Resource Plan，MRPII)、企业资源计划(Enterprise ResourcePlan，ERP)等先进的管理制造理念之后，客户关系管理(Customer Relationship Management，CRM)成为新研究的热点。 本文首先阐述了报价与客户关系管理的关系，分析了现存模具报价系统优缺点；按照让具有核心能力的小型模具企业组成动态联盟的思想，并且考虑到中国模具制造企业实际的特点，建立模具行业中心分别为模具企业和模具客户服务的系统框架；针对模具报价提出建立多模型的模具报价决策支持系统的体系结构，并详细分析和阐述了各个功能模块的功能；模具报价决策支持系统是以多模型为基础的，文中详细地分析了基于混合关联分析法的模具企业自明确模型的建立方法和数学模型，并且在系统中以向导的方式实现；同时提出了满足模具企业和模具客户“双赢”的优化模型。 客户行为是客户关系管理的又一重要内容，对客户的行为了解得越清楚，就越容易赢得客户。在本文的最后，详细地描述了对客户行为的研究情况，重新提出了一种客户行为模型，并且提出了基于客户企业资料的客户行为静态分析和基于对客户行为进行探测的客户动态行为分析的处理办法；提出了一种具有可操作性的解决办法：按照模糊决策方法对模具客户资料进行静态行为分析；然后在此基础上，通过对客户行为进行试探，不断对模型进行修正。更多还原

【Abstract】 In the new era that customer is regarded as the core, customers become the most important resource for any enterprise. Enterprise must manage their customers effectively in order to survive in the severe strife. Following the manufacture ideas like MRPII (Manufacture Resource Plan) and ERP (Enterprise Resource Plan ), CRM(Customer Relationship Management) become the new hot point in the research field.In this paper, first, the relationship between quotation and CRM is expatiated, and the advantage and disadvantage of the Mould & Die quotation system in use is analyzed; A new framework is provided serving mould enterprise and mould customer through building a Mould-industry center portal. This framework is feasible because there are two aspects of reasons. One is that we adopt the idea making the small Mould&Die enterprises buildup into a AVE(Agile Virtual Enterprise) based on their core capability. Another reason is that the character of Mould&Die enterprise in china is considered seriously. The multi-model DSS(Decision Support System) framework is provided for bidding system. At the same time, the function of every module is described in detail. The method and mathematics model to build Enterprise Self-explicated Mode based on Hybrid Conjoint Analysis is analyzed, which is realized in the way of wizard in the system; A win-win optimized model to satisfy both mould enterprise and mould customer is provided in the paper.Customer behavior is another very important problem in CRM. The more you understand your customers, the more chance you will win the customers. In the last of the paper, the status of customer behavior is described in detail, and a new model of customer behavior is provided. Customer behavior is analyzed including customer static behavior which is based on information of customers and customer dynamic behavior which is based on somequestionnaires to detect the behavior. The customer static behavior is analyzed using fuzzy decision method. A method to explore and modify the customer dynamic behavior is put forward.更多还原