Researches Of Service Modular And Service Family Configuration For Mass Customization

Customization and productivity antinomy has long been a fundamental problem plagued operational management. Mass customization theory and method provides an effective way for solving this contradiction. With the rapid development of economic and the segmentation of the market, mass customization has been paid more and more attention, which can provide customized products and service according to the personalized needs of customers with low cost, high quality and efficiency with the mode of mass production. Recent years, although mass customization has become one of the popular research focuses in management science theory both international and domestic, and has formed a systematic theory framework. However, most theory researches and practical applications are centered on manufacturing. Research on mass customization service is not only rare, but also the only retrieved literatures are initiative and conceptual, which has not form a complete theoretical framework, and there is only few literatures relating to the implementation of the service strategy of mass customization and design method for service mass customization. Under such a background, this thesis applies theories and methods of mass customization to the operations management of services field, trying to get new theory progress in service design to help resolve the contradiction between the personalized service and service efficiency. The specific starting point of this thesis is the design of service product, exploring how to design service products to meet diversified and personalized customers’needs in the dynamic segmented market.The main research works of this thesis are as follows:(1) Study on service product design method oriented to mass customization. Base on the analysis and summary of the related research about the modular theory of mass customization and the method of service configuration, put forward the research route and framework about service modular design and service configuration for mass customization.(2) Put forward a service modular design method oriented service configuration process. Base on the analysis of the existing modular theory and method in manufacturing and service fields, introduce five configuration characteristics to describe service product configuration constraints, and design four technical characteristics and corresponding calculation methods to describe service module. Analyze service units’ correlation relation from multiple views. Build a configuration process oriented service module partition optimization model, and the model of service module partition is illustrated with ward services.(3) Propose a customer demand oriented services family configuration method. Base on the analysis of the relevant theories and methods of the service family design, put forward the configure method of service product based on the modularized service platform and the specific process of service configuration. Method is given to describe and instantiation the service modules and construction service platform. Based on analysis of the mapping relationship between module instances and design performance and the relationship between the design performance and customer requirements, get the satisfaction degree of the customer contributed by function module instances. Construct customer demand oriented service family configuration optimization model. And use the model to analysis and verify service product configuration process of senior hospital ward.This thesis gives a study about the service product design method for mass customization, puts forward configuration process oriented service module partition method and customer demand oriented services configuration method, according to which the service enterprises can design a series of service products for a particular market segment to meet different customer requirements quickly and efficiently. The research results of this thesis can enrich the theories and methods of service mass customization to some extent, and at the same time provide certain ideas and guidelines for service enterprises to carry out mass customization practices.