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How the Imperfect E-diagnostics Impacts the Capacity Planning and Pricing Decisions of a Maintenance Service Provider

机译:不完善的电子诊断如何影响维护服务提供商的容量规划和定价决策

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Providing online monitoring (E-diagnostics) has become a value-added practice for equipment maintenance service providers to improve the service quality and efficiency. However, the E-diagnostics is always imperfect, whose accuracy depends on how much components of the equipment are monitored (namely, E-diagnostics depth in our research). This research analyzes the optimal capacity planning and pricing problem by taking into account the imperfect E-diagnostics. In addition, we consider the E-diagnostics accelerate effect to the service process and attempt to find how the effect influences the service provider’s decisions. Our results reveal that the optimal pricing and capacity planning decisions are dependent on customers’ failure cost and service provider’s compensation cost. Specifically, if customers’ failure cost is larger than service provider’s compensation, the service provider would improve the price as the E-diagnostics depth increases; otherwise, the price should be lowered as the E-diagnostics depth increases. In addition, we find as the accelerate effect becomes increasingly obvious, customers’ expected waiting time increases but the service price decreases.
机译:提供在线监视(电子诊断)已成为设备维护服务提供商的增值做法,以提高服务质量和效率。但是,电子诊断始终是不完善的,其准确性取决于监视设备的组件数量(即我们研究中的电子诊断深度)。这项研究通过考虑不完善的电子诊断来分析最优容量计划和定价问题。此外,我们认为电子诊断可以加快服务流程的效果,并尝试寻找这种效果如何影响服务提供商的决策。我们的结果表明,最佳定价和容量计划决策取决于客户的失败成本和服务提供商的补偿成本。具体来说,如果客户的故障成本大于服务提供商的赔偿,则随着电子诊断深度的增加,服务提供商将提高价格;否则,随着电子诊断深度的增加,价格应降低。此外,我们发现,随着加速效果变得越来越明显,客户的预期等待时间会增加,但服务价格会下降。

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