Optimization Research On The After-sale Service System Of Brand A Based On Queuing Theory

With the rapid development of our country’s economy and the continuous improvement of people’s living standard, the household electrical appliances have been widespread popularity within the scope of urban and rural areas in our country. For the home appliances’ serious homogeneity, the after-sales services of home appliance products, which are a series of service activities that the household appliance enterprises provide to consumers, must become one of the main focus of market competition within home appliance manufacturers and dealers no matter in current or the future time. For the household appliance enterprises, the capacity and service quality of their after-sales services is the key for them to participate in the market competition, to win customer satisfaction, and to promote the brand influence. In real life, after-sales delivery, after-sales installation and after-sales maintenance service are the top three issues that serious troubled household appliances consumers, and the after-sales maintenance service ranks No.1due to its time lag and repeat possibility. Therefore, the author thinks that let the home appliances’ after-sales maintenance services be the research object will make the thesis more targeted and more practical significance.In this paper, the author first introduced queuing system respectively from theoretical research and applied research to provide the basic theories and methods for the following optimization study of home appliances’ after-sales maintenance service system. In terms of theoretical research, this paper introduced the basic concepts of queuing system, quantitative index, symbolic description and the theory research of queuing systems with impatient customers and negative customers in turn. In applied research, this paper introduced some related special applied researches in various services field of queuing theory for the past few years, especially in the field of maintenance services, and did a literature review of priority queuing system application research. Next, the author made A brand electrical appliances enterprises as the research object, investigated its present after-sales service situation and found the problems exist in the system, which would be the direction for the next optimization research. Then, the author described the queue model of A brand electrical appliances enterprise’ after-sales maintenance service system based on the M/M/S queuing system theoretical knowledge, and then evaluated this after-sales system. Finally, the auther made an optimization design for the existing service queuing system based on results of the system evaluation, mainly including service desk number, service efficiency and service rules three aspects. In the process of optimization, the paper applied some modeling and simulation softwares like LINGO and MATLAB to verify the effectiveness of the optimization model. The auther hope provide assists to the home appliances enterprises’optimization of their after-sales maintenance service system through the applied research of this article.There are two innovation points of this paper. The first one is pointing out the necessity of optimization in the responsiveness aspect of A brand home appliances enterprise’s after-sales service system based on SERVQUAL evaluation model. The second one is introduced the relevant theoretical knowledge of the queuing theory into the home appliances after-sales maintenance services, put forward specific optimization schemes for the object studied, and provided specific optimization researches for each process optimization scheme.