發(fā)布時(shí)間：2018-02-08 15:44

  本文關(guān)鍵詞： 逆向物流 電商快遞服務(wù) 擁堵配送 主客觀綜合評(píng)價(jià)　出處：《北京交通大學(xué)》2017年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：在電商物流的發(fā)展驅(qū)動(dòng)下,快遞行業(yè)呈現(xiàn)設(shè)施完善化、高度信息化、快速響應(yīng)、精細(xì)管理等特點(diǎn),電商零售類(lèi)的逆向物流獲得了迅猛而持久的發(fā)展動(dòng)力。但由于起點(diǎn)低,發(fā)展歷程短,當(dāng)前電商逆向物流仍存在許多有待改進(jìn)優(yōu)化之處。本文以逆向物流的"提質(zhì)增效"為改進(jìn)目標(biāo),采用模型化的優(yōu)化手段,結(jié)合具體B2C電商公司的生產(chǎn)實(shí)際對(duì)其配送時(shí)效和服務(wù)質(zhì)量的改善做出探索性研究。首先分析時(shí)效延誤的問(wèn)題,匯總現(xiàn)有延誤車(chē)輛的原因后,歸結(jié)為考慮擁堵延誤的城市配送車(chē)輛取送一體的調(diào)度方案的改進(jìn)。采用MATLAB深度加工擁堵歷史數(shù)據(jù),研究和總結(jié)擁堵產(chǎn)生的時(shí)間和地域分布特性,提出了按交通運(yùn)行指數(shù)改進(jìn)現(xiàn)有路由時(shí)效的方法,最終設(shè)計(jì)聚類(lèi)與0-1規(guī)劃相結(jié)合的算法,按照擁堵時(shí)效優(yōu)化多配送中心的車(chē)輛調(diào)度方案,從而降低城市配送環(huán)節(jié)的擁堵延誤,并提高車(chē)輛利用率。結(jié)合實(shí)際算例,采用MATLAB開(kāi)展層次聚類(lèi),基于Lingo解聚類(lèi)基礎(chǔ)上的0-1規(guī)劃問(wèn)題,對(duì)比優(yōu)化調(diào)整前后,延誤改善情況較為明顯。對(duì)于因服務(wù)質(zhì)量造成客戶投訴頻繁的問(wèn)題,從問(wèn)題的起因分析業(yè)務(wù)場(chǎng)景的改進(jìn)需求,在面向客戶的感知最敏感的快遞員取件環(huán)節(jié),設(shè)計(jì)以各配送站為單位的快遞員取件任務(wù)分派模型。綜合評(píng)價(jià)快遞員和待取件客戶的可靠度和風(fēng)險(xiǎn)水平,在考慮現(xiàn)有路區(qū)劃分的同時(shí),指派信用評(píng)分高的快遞員執(zhí)行處于高優(yōu)先級(jí)路區(qū)的客戶取件任務(wù),盡可能降低因公司快遞員服務(wù)質(zhì)量造成的貨損貨差定責(zé)問(wèn)題以及服務(wù)態(tài)度投訴等問(wèn)題的發(fā)生概率。在糾紛的定責(zé)問(wèn)題上,以雙方評(píng)分為依據(jù)作為責(zé)任判定參考。結(jié)合現(xiàn)有數(shù)據(jù),設(shè)計(jì)AHP-灰色關(guān)聯(lián)度的主客觀綜合評(píng)價(jià)法,用MATLAB的嵌套程序計(jì)算某配送站,并求出該派件模型下最優(yōu)方案的綜合得分,初步驗(yàn)證了模型的可行性和實(shí)用性。
[Abstract]:Driven by the development of e-commerce logistics, express delivery industry presents such characteristics as perfection of facilities, highly information, rapid response, fine management, etc. The reverse logistics of e-commerce retail has gained a swift and lasting development power. But because of the low starting point, The course of development is short, and there are still many problems to be improved and optimized in reverse logistics. This paper aims at improving the efficiency of reverse logistics, and adopts the optimization method of modeling. Combined with the actual production of B2C e-commerce company, this paper makes an exploratory study on the improvement of its distribution prescription and service quality. Firstly, the problem of time-limited delay is analyzed, and the reasons for the vehicle delay are summarized. It comes down to the improvement of the scheduling scheme of urban distribution vehicle taking into account congestion delay. Using the MATLAB deep processing congestion history data, the time and geographical distribution characteristics of congestion generation are studied and summarized. This paper puts forward a method of improving the existing route aging according to the traffic operation index, and finally designs an algorithm that combines clustering with 0-1 programming, and optimizes the vehicle scheduling scheme of multi-distribution center according to congestion limitation, thus reducing the congestion delay in urban distribution link. Combining with practical examples, using MATLAB to carry out hierarchical clustering and 0-1 planning problem based on Lingo clustering, comparing with before and after optimization adjustment, The delay improvement situation is obvious. For the problem of frequent customer complaints caused by the quality of service, analyze the need for improvement of the business scenario from the cause of the problem, in the customer-oriented most sensitive courier pick up link, Design the task assignment model of couriers taking each distribution station as the unit. Comprehensively evaluate the reliability and risk level of couriers and customers to be fetched, while considering the division of existing road areas, Assign couriers with high credit scores to pick up customers in the high priority road area, Reduce as far as possible the occurrence probability of the problem of poor liability and service attitude complaint caused by the service quality of couriers. In the case of disputes, the basis of liability judgment is based on the scores of both parties, and the existing data are combined with the existing data, so as to reduce the occurrence probability of the problems caused by the quality of service provided by the couriers. The subjective and objective comprehensive evaluation method of AHP- grey correlation degree is designed. A distribution station is calculated by using the nested program of MATLAB, and the comprehensive score of the optimal scheme under the distribution model is obtained. The feasibility and practicability of the model are preliminarily verified.
【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F252;F724.6

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