Study On Customer Requirement-oriented Design Of Maintenance Service Solution On Excavator

With the increasingly fierce competition in the global market,the service industry occupies an increasing proportion in the national economy.Simultaneously,the service industry is becoming the key factor to the stability of the economy.The transition from traditional manufacturing to service industry is becoming inevitable.Market competition driven by customer demand requires high value-added service based on products to meet diversified customer needs,at the same time to satisfy the reasonable use of resources,sustainable production of energy saving and emission reduction.Product service system was proposed to adapt to this concept.Service design as one of the key links,is committed to providing customers with satisfactory products and services as a whole solution.Taking excavator maintenance service as the research object,this thesis puts forward to the study on customer requirement-oriented design of service.The following issues are discussed:(1)Analysis of requirement for product service.A method of strategy modeling among manufacturing enterprises,customers and service enterprises is proposed.This thesis analyzes the characteristics and classification methods of customer demand.To reduce the adverse effects of ambiguity and uncertainty,an important analysis method for service requirement based on fuzzy semantic is provided,which can be the accurate inputs for service design.(2)Modularization of service procedure.To identify the service elements accurately and comprehensively,the process chain network is proposed to design service procedure,which can make up the deficiency of service blueprint in displaying multi-entity interaction.To reduce the adverse effects of ambiguity of module granularity selection,a method of modularization of service procedure based on theory of fuzzy quotient space is proposed.The service element granularity space is obtained by analyzing the relevance of service elements.(3)Configuration of service elements.A method of service element configuration modeling is proposed based on service demand weight.The service element configuration model is established,which is optimized by using the maximum customer satisfaction of competition enterprise.The service element configuration scheme is obtained by using Lingo.