服务管理目标优化配置的Fuzzy-QFD线性规划模型构建与求解

doi:10.12005/orms.2015.0204

摘要/Abstract

摘要： 由于服务管理的复杂性和模糊性,现有方法难以有效解决基于主观语言评价的服务质量改进问题。本文拓展了质量功能展开(QFD)方法在服务业中的应用,通过构建一个模糊线性规划模型,以求解最大化提高顾客需求综合满意度的企业能力优化配置问题。首先基于顾客感知-期望差距的模糊评估确定顾客需求、需求权重和边界约束等模型参数,接着运用模糊线性回归和非对称三角模糊数的隶属函数,将含有模糊变量的模糊线性规划问题转化为经典线性规划问题,进而求得不同模糊条件下的模型解。最后通过网购平台的实例验证了模型的有效性和可行性。

关键词: 管理科学, 优化配置, Fuzzy-QFD, 模糊线性规划, 非对称三角模糊数, 服务管理

Abstract: The exiting methods are difficult to solve improvement problems of service quality under subjective linguistic evaluation effectively, because of the complexity and fuzziness of service management. In this study, we expand the application of quality function deployment(QFD)to structure a fuzzy linear programming model, to solve the problem of optimized allocation of limited company capabilities for satisfying customer requirement to the maximum. Firstly, the paper identifies model parameters of customer requirement, requirement weight and requirement bounded constraints on the basis of fuzzy evaluation of comparison of customer perception and expectation. Secondly, fuzzy linear regression and membership function of the asymmetric triangular fuzzy number are used to transform fuzzy linear programming problem with fuzzy variables into a classical linear programming problem in order to obtain the model solutions under different fuzzy conditions. Finally, an example of online shopping is provided to demonstrate the effectiveness and feasibility of the proposed method.

Key words: management science, optimal allocation, Fuzzy-QFD, fuzzy linear programming, asymmetric triangular fuzzy number, service management

中图分类号:

F284

陈知然, 于丽英. 服务管理目标优化配置的Fuzzy-QFD线性规划模型构建与求解[J]. 运筹与管理, 2015, 24(6): 128-135.

CHEN Zhi-ran, YU Li-ying. Structure and Solution of a Fuzzy-QFD Iinear Programming Model for Objective Optimal Allocation in Service Management[J]. Operations Research and Management Science, 2015, 24(6): 128-135.

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