本文選題：民機(jī)客戶服務(wù)體系 + 民機(jī)客服成本預(yù)測��； 參考：《南京航空航天大學(xué)》2012年碩士論文

【摘要】：近年來我國經(jīng)濟(jì)持續(xù)發(fā)展的同時，中國民航工業(yè)也得以迅猛發(fā)展，民機(jī)客服成本預(yù)測對我國民航工業(yè)的發(fā)展具有重要意義。如何對民機(jī)客服成本進(jìn)行準(zhǔn)確預(yù)測、提高客戶服務(wù)質(zhì)量和效率、降低客戶服務(wù)成本是我國民航工業(yè)發(fā)展中亟待解決的問題。本文將作業(yè)成本法引入到民機(jī)客服成本核算中，提出基于ABC的GA-NN模型并將其應(yīng)用到民機(jī)客服成本預(yù)測中，論文研究的主要工作如下： （1）提出了一種應(yīng)用于民機(jī)客戶服務(wù)體系的成本控制方案。該方案是一種多層次的，以作業(yè)成本法為核心、以成本分配觀和過程分析觀為導(dǎo)向，結(jié)合作業(yè)成本計算和作業(yè)管理的成本管理制度。 （2）提出了一種應(yīng)用于民機(jī)客服的ABC成本核算模型。該模型在原有成本核算功能的基礎(chǔ)上，綜合考慮了作業(yè)管理、業(yè)務(wù)流程優(yōu)化、成本計算精度等多個方面問題，并將與服務(wù)相關(guān)的作業(yè)成本按照適當(dāng)?shù)膭右蚍峙浣o服務(wù)，使服務(wù)的成本信息更為準(zhǔn)確，同時對服務(wù)的各項業(yè)務(wù)流程進(jìn)行完整的描述。ABC成本核算模型不僅呈現(xiàn)民機(jī)客戶服務(wù)體系業(yè)務(wù)流程中的成本走向和變化趨勢，還能為GA-NN成本預(yù)測模型提供優(yōu)秀的訓(xùn)練樣本，它是保證GA-NN成本預(yù)測模型成功運行的關(guān)鍵技術(shù)。 （3）提出了一種應(yīng)用于民機(jī)客服的GA-NN成本預(yù)測模型。本文結(jié)合GA算法和BP算法的特點，重點闡述了GA算法全局優(yōu)化NN網(wǎng)絡(luò)的網(wǎng)絡(luò)結(jié)構(gòu)、初始權(quán)值和閾值的過程；在此基礎(chǔ)上對NN網(wǎng)絡(luò)進(jìn)行訓(xùn)練，再運用雙向確定法改變隱層節(jié)點數(shù)，不斷對NN網(wǎng)絡(luò)結(jié)構(gòu)進(jìn)行優(yōu)化，，從而得到滿足指定目標(biāo)函數(shù)收斂條件的最優(yōu)網(wǎng)絡(luò)模型；最后利用得到的模型對民機(jī)客服成本進(jìn)行預(yù)測。 （4）通過將基于ABC的GA-NN模型和傳統(tǒng)NN網(wǎng)絡(luò)模型的預(yù)測結(jié)果進(jìn)行比較分析，說明基于ABC的GA-NN模型預(yù)測的有效性。經(jīng)實驗分析后得到，基于ABC的GA-NN模型不僅能發(fā)揮GA算法強(qiáng)大的搜索能力，同時在預(yù)測精度和收斂速度方面也比傳統(tǒng)NN網(wǎng)絡(luò)模型更優(yōu)秀。 最后，本文將基于ABC的GA-NN模型的基本思想初步應(yīng)用在民機(jī)客戶服務(wù)作業(yè)成本管理系統(tǒng)中。應(yīng)用結(jié)果表明該模型可以對民機(jī)客服成進(jìn)行準(zhǔn)確核算和預(yù)測。
[Abstract]:In recent years, while China's economy has been developing continuously, China's civil aviation industry has also developed rapidly. The cost prediction of civil aircraft service is of great significance to the development of civil aviation industry in China. How to accurately predict the cost of civil service, improve customer service quality and efficiency, and reduce customer service costs are urgent to be solved in the development of civil aviation industry in China. In this paper, the activity-based costing is introduced into the cost accounting of civil service service, and the GA-NN model based on ABC is put forward and applied to the cost prediction of civil service service. The main work of this paper is as follows:
(1) a cost control scheme applied to the civil aircraft customer service system is proposed. This scheme is a multi-level, based on activity based costing, cost allocation and process analysis, combined with the cost management system of activity based costing and operation management.
(2) a ABC cost accounting model applied to civil service customer service is proposed. On the basis of the original cost accounting function, the model comprehensively considers the problems of operation management, business process optimization, cost calculation precision and so on, and assigns service related operating cost to service according to appropriate motivation, so as to make the service cost information More accurate, the.ABC cost accounting model not only presents the trend of cost trend and change in the business process of the civil aircraft customer service system, but also provides excellent training samples for the GA-NN cost prediction model. It is the key technology to ensure the successful operation of the GA-NN cost prediction model.
(3) a GA-NN cost prediction model applied to civil service customer service is proposed. Combining the characteristics of GA algorithm and BP algorithm, this paper focuses on the network structure, initial weights and threshold processes of the global optimization NN network of the GA algorithm. On this basis, the NN network is trained, and then the number of hidden nodes is changed by the two-way determination method, and the NN net is constantly on the NN net. The structure of the collaterals is optimized to get the optimal network model which satisfies the convergent condition of the specified objective function. Finally, the model is used to predict the cost of civil service.
(4) by comparing the prediction results of the ABC based GA-NN model with the traditional NN network model, it shows the validity of the GA-NN model prediction based on the ABC. After the experimental analysis, the ABC based GA-NN model can not only give full play to the powerful search capability of the GA algorithm, but also be more accurate and convergent than the traditional NN network model. The type is better.
Finally, this paper applies the basic idea of the ABC based GA-NN model to the civil aircraft customer service operation cost management system. The application results show that the model can accurately calculate and predict the civil service customer service.

【學(xué)位授予單位】：南京航空航天大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F562.6;F560.68

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