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1、杭州电子科技大学 硕士学位论文 基于不完全维修的二维产品保证成本研究 姓名:陈相侄 申请学位级别:硕士 专业:管理科学与工程 指导教师:于俭 20100101 杭州电子科技大学硕士学位论文 I 摘 要 随着经济社会的不断进步发展和消费者认知水平的不断提高,企业面临的是更加挑剔的 消费者和更激烈的市场竞争压力, 因此, 企业间的竞争方式也越来越多样化。 产品保证(Product Warranty)作为企业对其产品质量及产品售后附加服务的承诺,正日益成为企业提高竞争力、 开拓市场的有力工具。良好的产品保证策略不仅能树立品牌形象,还能减少产品保证成本, 是企业实现低成本差异化竞争战略的重要手段。 二
2、维产品保证(2D Product Warranty)是指在规定的使用时间及使用程度所构成的产品保 证期内企业负有产品保证义务,能避免消费者过度使用产品而造成产品加速退化。目前普遍 使用的产品保证策略是对故障产品实施使其恢复运行状态的最小维修,这种策略忽视了产品 的使用可靠性,使得产品在保证期的后期阶段故障强度过大,由此所引发的故障次数增多直 接增加了产品保证成本。良好的产品保证策略应该通过提高产品使用过程可靠性实现降低保 证成本。本文通过在二维产品保证期内引进一次具有产品维护功能的不完全维修来提高产品 的后续使用可靠性,建立产品保证成本模型,同时对不完全维修质量和不完全维修时间域进 行优化,实
3、现产品保证成本最小化。 本文首先从产品保证及不完全维修的相关基础理论入手,对其进行回顾整理和评述,然 后探讨了不完全维修质量和维修时间域,与整个产品保证期内保证成本的关系。再者,通过 建立不完全维修前、不完全维修域内及不完全维修后的产品保证成本得到保证期内总的产品 保证成本模型。并在此基础上,以保证成本最小化为目标,优化保证成本模型。对于故障强 度下降因子为常数,采用两阶段处理方法对不完全维修时间域进行优化;对于故障强度下降 因子为待优化情况,先确定最优的故障强度下降因子,再采用两阶段处理方法对不完全维修 时间域进行优化。最后,本文结合实际案例,并从相关的因素对保证成本的变化进行分析, 从分析
4、中发现包含合适不完全维修质量和维修时间域的二维产品保证策略,能够实现通过提 高产品维修后的使用可靠性降低产品保证成本,是一种双赢的策略。 关键词:二维保证,保证成本,不完全维修,维修质量 杭州电子科技大学硕士学位论文 II ABSTRACT With the development of society and economic, and the maturity of consumer consciousness, enterprises are faced with more critical consumers and the pressure of competitive market
5、, so the modes of competition among enterprises are increasingly diversified. Product warranty, which used to be after-sale service promise, has been becoming a powerful tool for enterprises to improve their competition ability and expand market. A good product warranty strategy can not only establi
6、sh brand image, but also reduce the product warranty cost, which is an important way for achieving low-cost and difference-making competition strategy. A two-dimensional (2D) product warranty is characterized by a region in two-dimensional plane, with one dimension representing age and the other one
7、 usage, and enterprises should repair or provide replacement for its failed items free of cost in the region. The implement of 2D product warranty can avoid the excessive use of products which will result in the accelerated degradation of product. Currently widely used in product warranty is minimal
8、 repair which brings the failure product from a “down” to an “up” state without affecting its performance. But, this strategy do not take the reliability of use into account , as a result, this make the failure intensity of product larger on the later stage of warranty period and increase the number
9、 of product failure , which increase the warranty cost directly. A good product warranty strategy should lower warranty cost by improving the reliability of use. In this paper, imperfect repair had been used once in the two-dimensional warranty region to improve the reliability of use and modeled th
10、e warranty cost, then optimized the quality and time horizon of the imperfect repair to minimize the warranty cost. This paper firstly started with product warranty theory and imperfect repair theory, gave a review of them and also made a comment. It also discussed the relationship between the quali
11、ty and time horizon of the imperfect repair and the 2D product warranty cost. Then, this paper modeled the 2D product warranty cost by modeling the warranty cost of before imperfect repair, in the time horizon of the imperfect repair and after imperfect repair. In order to minimize the warranty cost
12、, this paper optimized the warranty cost model. For the case that the proportional hazard rate reduction factor is a general constant, using a two-stage process to optimize the time horizon of the imperfect repair; for the case that the proportional hazard rate reduction factor will be optimized, th
13、e paper optimized the proportional hazard rate reduction factor firstly, and then using a two-stage process to optimize the time horizon of the imperfect repair. At last, the proposed 2D warranty strategy was applied to a case study and the corresponding warranty cost change was analyzed from relate
14、d factors. This paper gave the conclusion that a 2D product warranty strategy which includes 杭州电子科技大学硕士学位论文 III appropriate quality and time horizon of the imperfect repair can lower warranty cost by improving the reliability of use after imperfect repaired, is a win-win product warranty strategy. K
15、eywords: 2D product warranty, warranty cost, imperfect repair, quality of repair 杭州电子科技大学杭州电子科技大学 学位论文原创性声明和使用授权说明学位论文原创性声明和使用授权说明 原创性声明原创性声明 本人郑重声明: 所呈交的学位论文,是本人在导师的指导下,独立进行研究工作所取得 的成果。除文中已经注明引用的内容外,本论文不含任何其他个人或集体已经发表或撰写过 的作品或成果。对本文的研究做出重要贡献的个人和集体,均已在文中以明确方式标明。 申请学位论文与资料若有不实之处,本人承担一切相关责任。 论文作者签名: 日
16、期: 年 月 日 学位论文使用授权说明学位论文使用授权说明 本人完全了解杭州电子科技大学关于保留和使用学位论文的规定,即:研究生在校攻读 学位期间论文工作的知识产权单位属杭州电子科技大学。本人保证毕业离校后,发表论文或 使用论文工作成果时署名单位仍然为杭州电子科技大学。学校有权保留送交论文的复印件, 允许查阅和借阅论文;学校可以公布论文的全部或部分内容,可以允许采用影印、缩印或其 它复制手段保存论文。 (保密论文在解密后遵守此规定) 论文作者签名: 日期: 年 月 日 指导教师签名: 日期: 年 月 日 杭州电子科技大学硕士学位论文 1 第 1 章 绪 论 1.1 选题背景 随着社会经济技术的发展,市场竞争进一步加剧,企业间的竞争策略也越来越多样化, 从产品竞争和价格竞争到产品与售后服务的全面竞争和非价格竞争的转变,产品保证在商品 交易过程中扮演了一个日