Research On Design Method Of Railway Logistics Agent Busniess Service Solution Driven By Customer Value

Faced with the increasingly prominent position of railway as the backbone of comprehensive transportation,the increasing operational pressure of railway and the diversified transformation of customer logistics demands,railway logistics needs to be developed and innovatived,and it is imperative to develop the railway logistics agent business.In view of the unscientific design method of railway logistics agent business service solution and the low customer satisfaction of railway logistics agent business,this paper introduces Customer Value Theory and proposes the design method of railway logistics agent business service driven by customer value,which realizes the design of railway logistics agent business service solution driven by customer value.It not only deepens the existing research results in theory,but also guides the design of railway logistics agent business service solution in practice.The main research work in this paper includes:(1)Put forward the method of identifying the customer demand of railway logistics agent business.The customer demand of railway logistics agent business is divided into four basic types,which are chain demand type with known demand information,chain demand type with unknown demand information,network demand type with known demand information and network demand type with unknown demand information.Based on Customer Value Theory,a customer demand hierarchy model is built to describe customer demand of railway logistics agent business.An Interval Two Tuple TOPSIS method is proposed to identify the importance of customer demand attributes in railway logistics agent business,thus solving the problem of inaccurate description of customer demand.(2)Put forward the transmission mechanism of customer demand driven by customer value in railway logistics agent business.In view of the inaccuracy of customer demand transfer,this paper draws on the concept of domain of Axiomatic Design Theory and QFD requirement delivery method,and proposes the customer demand transfer mechanism of customer demand domain-service function domain-service solution domain.Using customer value hierarchy model to model customer demand domain,and using functional black box method to model service function domain,and using service blueprint method to model service solution domain,and using QFD method to model customer requirement mapping process.Finally,we achieve the complete embodiment of customer demand in the subsequent design process.(3)Put forward the railway logistics angent business service network flow assignment method based on K-shortest-paths.The process of railway logistics angent business service network flow assignment is divided into three steps,the first step is to determine railway arrival logistics demand based on storage strategy.The second step is searching the K-shortest-paths of freight flow.Using improved A Star algorithm to realize fast generation of K-shortest-paths in railway logistics freight flow.The third step is service network flow assignment.Based on the objective function of minimizing the generalized cost of service network,a network flow assignment model is established,and using the MEA to solve the model.Finally,an example is used to verify the method.Form the strategic level,we have realized the route selection and flow assignment of railway logistics agent business service solution.(4)Put forward the resource configuration method of railway logistics agent business service solution based on module combination.On the basis of flow assignment of railway logistics agent business service network,the Modular Design method is introduced,and designs a railway logistics agent business module resource library according to the combination of different railway logistics resources.Then the mathematical model is established by taking the minimum cost of service,the minimum service time and the maximum service quality as the objective function.Aiming at the slow convergence speed and uneven distribution of results in traditional NSGA-Ⅱ algorithm,an improved NSGA-Ⅱ algorithm is propoed.This method introduced the dominant intensity instead of the original congestion calculation method,and proposes adaptive elitist selection strategy to improve the original selection strategy.Finally,an example is used to validate the model and algorithm.Form the operational level,we have realized the rational allocation of railway logistics resources.(5)Case analysis.Taking Daneng Group railway logistics agent business project as an example to verify the design method of railway logistics agent business service solution driven by customer value.The result proves the validity and feasibility of the theoretical method.