考虑差异性服务的售后服务网络库存共享和网络优化研究

With higher raw material prices and intensified market competition, the profit from manufacturing decreases, more and more companies start to seek new profit growth pole from the after-sales service. Effective inventory management of spare parts for the after-sales service company is a prerequisite to ensure high quality customer service. To reduce the inventory cost of spares parts, inventory pooling is widely applied to manage the inventory of spare parts. At the same time, in practice, since customers often have different requirements for the after-sales service quality, the after-sales service company often delivers differentiated service to customers. Therefore, from the perspective of differentiated service, in this project we carry out the research of the inventory management of spare parts in after-sales service network (1) inventory pooling and allocation policy in different cases of single after-sales service point servicing multiple customers; and, (2) optimization of after-sales service network with inentory pooling, etc. We hope provide a theoretical support for the application and spread of inventory pooling method in the inventory management of spare parts for after-sales service company. Therefore, this project not only has important practical significance and potential application value to improve inventory management and the customer service for after-sales service companies, but also have a positive role to promote the further development of supply chain inventory theory.

随着原材料价格上涨和市场竞争加剧，企业从生产制造获取的利润不断降低，越来越多的供应链企业开始在售后服务方面寻求新的利润增长点。售后服务企业有效的备件库存管理是保证其提供优质顾客服务的前提条件，为了降低备件的库存成本，库存共享在备件库存管理中广泛应用。同时，在实际中，由于顾客对售后服务有不同的要求，售后服务企业通常对顾客实施差异性服务。因此，本项目围绕售后服务网络中备件库存管理问题，从差异性服务视角，开展（1）不同情形下单一售后服务点服务多个顾客时库存共享和分配问题；（2）网络结构下的售后服务库存共享和网络优化等问题，力求位库存共享方法在售后服务中的备件库存管理应用和推广提供理论支持。因此，本项目的研究不仅对提高售后服务企业的库存管理和顾客服务水平具有重要的现实意义和潜在的应用价值，而且对推动供应链库存理论的进一步发展也有积极作用。

由于市场需求的不确定性和顾客对产品和服务有不同的要求使得供应链企业的库存和分配决策变得非常重要，这两个问题也是企业售后服务中遇到的实际问题和难题。库存共享作为降低售后服务网络库存的重要方法，在实践中被广泛采用。而现有的关于库存共享的研究大都集中于分析库存共享的效果，而关于有效的库存分配策略仍然是学术界的热点和难点问题。基于此，本项目开展以下几方面的研究内容：（1）不同情形下单一售后服务点服务多个顾客时库存共享和分配问题；（2）网络结构下的售后服务库存共享和网络优化问题；（3）考虑资金流的供应链库存决策和网络设计。同时，本项目还开展了售后产品质保需求预测分析以及资金约束下的供应链管理问题。项目组成员按照项目计划内容，提出了高效的库存共享和分配策略，完善和发展了供应链库存管理理论，把理论结果发表在了国际顶级期刊《Management Science》以及运营管理高水平期刊《IISE Transaction》、《Omega》、《IJPR》、《JORS》、《CIE》等。同时，理论成果应用于多家合作企业并提高了其实际效益。