设备维护现场服务中心_子中心选址研究介绍.pdf

第 15 卷第 1 期 工 业 工 程 与 管 理 Vol.15 No.1 2010 年2 月 Industrial Engineering and M anagement 　Feb.2010 文章编号:1007-5429(2010)01-0037-05 设备维护现场服务中心、子中心选址研究 曹永荣 (上海交通大学 安泰经济与管理学院, 上海200052) 　　摘要:响应时间是评估现场服务的重要指标之一, 而服务中心的位置直接决定平均响应时间。 将现场服务人员的行程简化为星型拓扑结构, 根据客户拥有的设备数量对其网络距离矩阵加权处 理, 并对距离矩阵进行聚类分析和多维标度变换。 假设任意一客户为服务中心, 得到 N 个备选方 案, 以最短加权距离和为选择依据, 选择服务中心。 结合加权距离和与聚类分析结果可以进一步选 择子服务中心。 关键词:现场服务;距离矩阵;选址 中图分类号:C934　　　　文献标识码: Research on Locating Field Service Center and Sub-service Center of Equipment Maintenance C O Yong-rong (ntai College of Economics Management, Shanghai Jiaotong University, Shanghai 200052, China) 　　Abstract:Response time is one of the most important performances metrics for field service. The allocation of service center directly impacts on the average response time.This paper simplifies the field service representatives trip, and views it as star-shaped topology structure. Based on the network s distance matrix, this paper weighs the matrix according to the amount of equipment that each customer possessed, analyses the distance matrix using cluster and multi- dimensions scale (MDS)methods. ssuming that service center were located near or at one of the customer s site, there would be N accumulated weighted distance, and theminimum one would be the best choice for the service center.In conjunction with the result of cluster and MDS analysis, this paper can further get the sub-centers. Key words:field service;distance matrix;location [ 3] 客户群