服务供应链协调的关键问题研究
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摘要
近些年来，伴随着现代物流技术的不断更新、顾客服务的个性化要求以及可持续发展理念的不断深入，作为服务国民经济活动、保障物资流通的第三产业将迎来新的发展机遇。从单纯的供应导向，到基于需求链管理的需求导向，供需链管理模式为正在全球化竞争风口浪尖寻求生存的企业提供了全新的思维模式和发展途径。论文以服务供应链的服务协调关系为研究对象，结合供应链管理理论、企业能力理论、网络组织理论等相关理论基础，以博弈论、优化技术为支撑定量研究工具，依据服务供应链的构成、本质、信息获取、能力协调、网络控制这一逻辑主线，对服务供应链管理过程中可能涌现出的服务协调关键问题进行了深入系统研究，主要研究结论与创新性研究成果如下：
（1）构建了服务供应链的服务协调关系的体系基础，分析了服务供应链国内外研究的最新进展，指出服务供应链基于服务的新商业模式研究趋势，概括总结服务供应链与产品供应链的差异，对服务供应链的定义和关键协调问题进行了界定。服务供应链是提供服务产品及内容的供应者、服务方式的设计者、服务形式的管理者和服务内容的响应者组成的工作系统。服务供应链的服务协调不仅侧重于不确定需求扰动下的协调技术，也侧重于对其需求状况所做出的被动性决策过程。
（2）研究了服务供应链协调的基本要素及其关系，分析建立在服务策略基础上的对应服务能力分类问题，进而构建服务策略与组织绩效的对应关系。研究服务供应链策略分类，检验以恰当的方式匹配服务能力和服务供应链策略，从而提升服务运营水平和取得较高的组织绩效。探讨一般性服务供应链共有的情景因素和竞争条件，借助于聚类分析方法，分析与检验特定服务供应链策略的实际不同组织绩效情况。
（3）分析了服务供应链渠道成员间应当如何进行需求计划控制，实现信息共享。首先建立了相互独立的不同平台的需求预测计划控制模式，然后，将该模式扩展到两个相邻预测需求以协调客户需求订购信息形式进行协同的服务集成商主导的计划控制模式，进一步，论文建立了基于电子数据交换技术，服务集成商和服务供应商能够同步方式获取客户需求信息的需求预测计划控制模式。论文分别给出了上述三种模式的收益函数，分析了三种不同需求预测计划控制模式下服务供应链协调的问题。
（4）研究服务供应链协调的服务能力配置及扩张问题，分析面对多个下游服务代理的个体服务集成商的服务能力配置。探讨了两大类可操作的机制：一类是服务代理将订购多于自身需求的服务量，从而获取较多的有利的指派。另一类是激励服务代理准确订购其需求量，因而披露了其私有信息。另外，面对服务随机需求，服务供应商需要决策供过于求和供不应求之间的平衡，进而分析一个随机需求和有效服务供应的及时交付订购，以及期货订单的动态能力决策详细运营应用情况。通过分析最大化情形下子模性质两个充分条件，假定服务能力扩张来自随机能力有限供应约束的独立性问题，基于随机性能力弱化情形下，研究及时扩张服务能力的最优策略。
（5）构建服务供应商与服务集成商交易契约协调决策的博弈模型，研究两个服务供应商和一个服务集成商在零售价格、订购数量和服务价格之间的交易契约，研究每个渠道成员的价格、服务容量和订购数量的均衡问题。分析了三种不同能力结构情形博弈均衡，在给定服务供应商和服务集成商响应函数的基础上，提出每个局中人Stackelberg均衡策略协调的决策方法，着重强调在三种不同议价能力假设情形下，服务供应链均衡方案的推导。
（6）以网络化协调技术的角度研究服务供应链协调问题，提出了自适应服务供应链管理结构动态化的多结构计划和运营的概念架构，研究自适应服务供应链管理计划和运营的动态模型和工具，确立状态和结构函数探讨服务供应链管理的模式。另外，构建了服务供应链的超网络均衡效应模型，分析实体行为和均衡条件，进行服务供应链的超网络均衡效应估计，强调服务供应链的超网络结构均衡应用，以期解决相互依赖多实体的服务供应链网络协调均衡问题。为了阐明服务如何利用以及业务流程，构建了网络化协调技术的服务供应链协调应用模式。
In recent years, the tertiary industry serving as national economy activities to guarantee the ma-terial circulation will achieve a new development opportunity, along with unceasing renewal themodern logistics technology. Supply chain management mode provides a new mode of thinking andway of development for global competition of survival enterprises from pure supply-oriented man-agement to demand-oriented supply chain management. The article regards the service coordinationrelations of service supply chain as the research object, combined with the theory of supply chainmanagement, enterprise competence theory, network organization theory and other related theories.In the article, we discuss key problems of the service coordination about form, essence, informationaccess, capacity coordination, network control using game theory and optimization technology tosupport quantitative research tool in service supply chain. The main conclusion and innovation of theresearch results are as follows:
(1) The article builds a system foundation on service coordination for service supply chain, andanalyzes the latest research progress at home and abroad. It also points out research trends of thenew service business model for service supply chain. The article sums up the differences betweenservice supply chain and product supply chain, so as to define key coordination problems. Servicesupply chain is the integrated system composed of service content providers, service manner design-ers, service forms managers and service content responders. Service coordination of service supplychain not only focuses on coordination technology about the uncertain demand disruption, also fo-cuses on passive decision process based on customer demand.
(2) The article studies the basic elements and their relations on service supply chain coordina-tion to analysis the corresponding service capability classification problems according to servicestrategies, and then build the relationship of service strategies and organizational performance. Thearticle discusses service supply chain strategy classification, and inspects matching service capacityand service supply chain strategy by the appropriate way, so as to enhance the service level of opera-tion and to achieve a higher organizational performance. It also studies situational factors and com-petitive conditions, and test specific service supply chain strategy and actual different organizationperformance by means of clustering analysis method.
(3) The article explores how to undertake the planning control between channel members torealize information sharing. At first, it establishes the independent platform on demand forecastingprogram control mode. And then, the model is extended to two adjacent forecast demands to coordi-nating customer ordering information, so as to form service integrators leadership program controlmode. Further, the article establishes in the paper sync mode access to customer demand information forecasting program control mode between service integrators and service providers, based on elec-tronic data interchange technology. The article also presents the above three models yield functions,in order to analysis service supply chain coordination problems under three different demand fore-casting program control mode.
(4) The article studies service capacity configuration and the extension problems on coordina-tion in service supply chain, and analyses service capacity allocation of the service integrator facingmultiple downstream service proxies. There are two categories of operational mechanism including:a category is that a service agency will order more quantities than its demand service quantities, soas to obtain more favorable assignment. Another category is that the service integrator will incentservice agent to order accurately its demand’s service volumes. In addition, facing random servicedemand, service providers need to make decision on balance between supply exceeding demand anda tight market. Then the article discusses operation application of stochastic demand and effectivesupply of timely delivery order, as well as dynamic capability decision for future order. Through theanalysis of maximum modulus situation at two sufficient conditions and putative service capacityexpansion from random capacity on limited supply constraints, the article explores timely expansionof service ability of optimal strategy based on stochastic independence ability to be changed infirmlycircumstances.
(5) The article constructs the game model of transaction contract coordination decision on ser-vice providers and service integrator, and studies transaction contract among the retail price, orderquantity and service price in two service providers and a service integrator. The article discussesthree different ability structures of game equilibrium in given situation, and puts forward strategycoordination method of each bureau go-between Stackelberg equilibrium based on given responsefunction on service providers and service integrator to emphasize hypothesis conditions of three dif-ferent bargaining powers.
(6) The article proposes an adaptive service supply chain management structure and conceptualframework, according to the network coordination technique angle on the coordination problem inthe service supply chain. It establishes state and structure’s function on service supply chain man-agement. In addition, the article also proposes hypernetwork equilibrium on service supply chain, toanalysis the entity behavior and equilibrium conditions in order to affect estimate, emphasizing theservice supply chain of network structure equilibrium application. In order to explain how to use andservice business process, the article also proposes a web-based coordination technical application ofcoordination on service supply chain.
（1）构建了服务供应链的服务协调关系的体系基础，分析了服务供应链国内外研究的最新进展，指出服务供应链基于服务的新商业模式研究趋势，概括总结服务供应链与产品供应链的差异，对服务供应链的定义和关键协调问题进行了界定。服务供应链是提供服务产品及内容的供应者、服务方式的设计者、服务形式的管理者和服务内容的响应者组成的工作系统。服务供应链的服务协调不仅侧重于不确定需求扰动下的协调技术，也侧重于对其需求状况所做出的被动性决策过程。
（2）研究了服务供应链协调的基本要素及其关系，分析建立在服务策略基础上的对应服务能力分类问题，进而构建服务策略与组织绩效的对应关系。研究服务供应链策略分类，检验以恰当的方式匹配服务能力和服务供应链策略，从而提升服务运营水平和取得较高的组织绩效。探讨一般性服务供应链共有的情景因素和竞争条件，借助于聚类分析方法，分析与检验特定服务供应链策略的实际不同组织绩效情况。
（3）分析了服务供应链渠道成员间应当如何进行需求计划控制，实现信息共享。首先建立了相互独立的不同平台的需求预测计划控制模式，然后，将该模式扩展到两个相邻预测需求以协调客户需求订购信息形式进行协同的服务集成商主导的计划控制模式，进一步，论文建立了基于电子数据交换技术，服务集成商和服务供应商能够同步方式获取客户需求信息的需求预测计划控制模式。论文分别给出了上述三种模式的收益函数，分析了三种不同需求预测计划控制模式下服务供应链协调的问题。
（4）研究服务供应链协调的服务能力配置及扩张问题，分析面对多个下游服务代理的个体服务集成商的服务能力配置。探讨了两大类可操作的机制：一类是服务代理将订购多于自身需求的服务量，从而获取较多的有利的指派。另一类是激励服务代理准确订购其需求量，因而披露了其私有信息。另外，面对服务随机需求，服务供应商需要决策供过于求和供不应求之间的平衡，进而分析一个随机需求和有效服务供应的及时交付订购，以及期货订单的动态能力决策详细运营应用情况。通过分析最大化情形下子模性质两个充分条件，假定服务能力扩张来自随机能力有限供应约束的独立性问题，基于随机性能力弱化情形下，研究及时扩张服务能力的最优策略。
（5）构建服务供应商与服务集成商交易契约协调决策的博弈模型，研究两个服务供应商和一个服务集成商在零售价格、订购数量和服务价格之间的交易契约，研究每个渠道成员的价格、服务容量和订购数量的均衡问题。分析了三种不同能力结构情形博弈均衡，在给定服务供应商和服务集成商响应函数的基础上，提出每个局中人Stackelberg均衡策略协调的决策方法，着重强调在三种不同议价能力假设情形下，服务供应链均衡方案的推导。
（6）以网络化协调技术的角度研究服务供应链协调问题，提出了自适应服务供应链管理结构动态化的多结构计划和运营的概念架构，研究自适应服务供应链管理计划和运营的动态模型和工具，确立状态和结构函数探讨服务供应链管理的模式。另外，构建了服务供应链的超网络均衡效应模型，分析实体行为和均衡条件，进行服务供应链的超网络均衡效应估计，强调服务供应链的超网络结构均衡应用，以期解决相互依赖多实体的服务供应链网络协调均衡问题。为了阐明服务如何利用以及业务流程，构建了网络化协调技术的服务供应链协调应用模式。
In recent years, the tertiary industry serving as national economy activities to guarantee the ma-terial circulation will achieve a new development opportunity, along with unceasing renewal themodern logistics technology. Supply chain management mode provides a new mode of thinking andway of development for global competition of survival enterprises from pure supply-oriented man-agement to demand-oriented supply chain management. The article regards the service coordinationrelations of service supply chain as the research object, combined with the theory of supply chainmanagement, enterprise competence theory, network organization theory and other related theories.In the article, we discuss key problems of the service coordination about form, essence, informationaccess, capacity coordination, network control using game theory and optimization technology tosupport quantitative research tool in service supply chain. The main conclusion and innovation of theresearch results are as follows:
(1) The article builds a system foundation on service coordination for service supply chain, andanalyzes the latest research progress at home and abroad. It also points out research trends of thenew service business model for service supply chain. The article sums up the differences betweenservice supply chain and product supply chain, so as to define key coordination problems. Servicesupply chain is the integrated system composed of service content providers, service manner design-ers, service forms managers and service content responders. Service coordination of service supplychain not only focuses on coordination technology about the uncertain demand disruption, also fo-cuses on passive decision process based on customer demand.
(2) The article studies the basic elements and their relations on service supply chain coordina-tion to analysis the corresponding service capability classification problems according to servicestrategies, and then build the relationship of service strategies and organizational performance. Thearticle discusses service supply chain strategy classification, and inspects matching service capacityand service supply chain strategy by the appropriate way, so as to enhance the service level of opera-tion and to achieve a higher organizational performance. It also studies situational factors and com-petitive conditions, and test specific service supply chain strategy and actual different organizationperformance by means of clustering analysis method.
(3) The article explores how to undertake the planning control between channel members torealize information sharing. At first, it establishes the independent platform on demand forecastingprogram control mode. And then, the model is extended to two adjacent forecast demands to coordi-nating customer ordering information, so as to form service integrators leadership program controlmode. Further, the article establishes in the paper sync mode access to customer demand information forecasting program control mode between service integrators and service providers, based on elec-tronic data interchange technology. The article also presents the above three models yield functions,in order to analysis service supply chain coordination problems under three different demand fore-casting program control mode.
(4) The article studies service capacity configuration and the extension problems on coordina-tion in service supply chain, and analyses service capacity allocation of the service integrator facingmultiple downstream service proxies. There are two categories of operational mechanism including:a category is that a service agency will order more quantities than its demand service quantities, soas to obtain more favorable assignment. Another category is that the service integrator will incentservice agent to order accurately its demand’s service volumes. In addition, facing random servicedemand, service providers need to make decision on balance between supply exceeding demand anda tight market. Then the article discusses operation application of stochastic demand and effectivesupply of timely delivery order, as well as dynamic capability decision for future order. Through theanalysis of maximum modulus situation at two sufficient conditions and putative service capacityexpansion from random capacity on limited supply constraints, the article explores timely expansionof service ability of optimal strategy based on stochastic independence ability to be changed infirmlycircumstances.
(5) The article constructs the game model of transaction contract coordination decision on ser-vice providers and service integrator, and studies transaction contract among the retail price, orderquantity and service price in two service providers and a service integrator. The article discussesthree different ability structures of game equilibrium in given situation, and puts forward strategycoordination method of each bureau go-between Stackelberg equilibrium based on given responsefunction on service providers and service integrator to emphasize hypothesis conditions of three dif-ferent bargaining powers.
(6) The article proposes an adaptive service supply chain management structure and conceptualframework, according to the network coordination technique angle on the coordination problem inthe service supply chain. It establishes state and structure’s function on service supply chain man-agement. In addition, the article also proposes hypernetwork equilibrium on service supply chain, toanalysis the entity behavior and equilibrium conditions in order to affect estimate, emphasizing theservice supply chain of network structure equilibrium application. In order to explain how to use andservice business process, the article also proposes a web-based coordination technical application ofcoordination on service supply chain.
引文
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