Customer involvement is one of the typical features of service-oriented manufacturing, which is helpful for manufacturers to provide effective service system for the customers, in which the interaction between supply and demand becomes the key problem of the process implementation. Firstly, the implementation process of the product service system is expounded, and then a bi-level programming model is built taking customer satisfaction maximization as the upper objective and enterprise cost minimization as the lower objective, and a method is presented to solve this model. Finally, an example analysis proves the validity of the theoretical research. The results show that the implementation of service-oriented manufacturing objectively needs the interaction of both the supply and the demand and that effective interaction not only helps manufacturers to solve customer problems with limited resources, but also helps customers more clearly know the solution to their own problems.%客户参与是服务型制造的典型特征之一,有助于制造企业面向客户问题提供有效的产品服务系统方案,供需交互成为这一过程实现的关键问题.首先,阐述了产品服务系统方案实现过程;然后,构建了以客户满意度最大化为匕层目标,企业成本最小化为下层目标的双层规划模型,并给出了模型的求解方法;最后,通过实例分析验证了匕述理论研究的科学性和有效性.研究结果表明:服务型制造的实施客观匕需要供需双方交互行为发生;有效的交互既有利于制造企业利用有限资源解决客户问题,又有利于客户更清晰地认识自身问题的解决之法.
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