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中文摘要：
针对服务型制造模式下，企业为顾客提供产品与服务组合，对顾客差异化管理的特点，研究了具有不耐烦顾客的生产服务系统的建模与优化问题。生产设施生产两种产品，服务中心基于对应的产品为两类顾客提供不同的服务，服务每个顾客订单需要消耗对应产品。在考虑企业对顾客差异化管理导致低优先权顾客具有不耐烦行为的情形下，基于基本库存控制策略，建立了生产两类产品的生产服务系统 Markov 模型，给出了系统稳态分布的求解方法，以及系统的重要性能指标。以系统净利润最大化为目标，给出了最优控制下顾客不耐烦行为对系统性能的影响，并提出相应的管理建议。
英文摘要：
Product and service mix was provied with customers by a service-oriented manufacturing firm. The modelling and optimization of a production service system with two types of items and customers was considered in this paper. Two types of items were produced by the manufacturing facility in the first stage,then two types of orders were fulfilled at the service centre by the dedicated items in the second stage,one unit of item was depleted by each order. The prob-lem is formulated as a Markov chain,this formulation was used to characterize the structure of the optimal scheduling policies. They show that the optimal service policy is a generalization of the well-known optimal production scheduling policy in classical production inventory system and service scheduling policy in classical service system. The benefits of the optimal service policy were showed by numerical experiments against several other policies.
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