反應需求式宅配車輛排程與派遣系統之建立

Abstract

隨著電子商務環境日趨成熟，讓終端消費者對於宅配服務的需求大幅增加，因而帶動了零售業與貨運業者投入宅配市場。宅配服務的主要目的便是在提供消費者於購物與貨物遞送時的便利性，因此以顧客需求為導向之運作型態將是其營運成功的關鍵因素。 本研究所建構的反應需求式宅配車輛排程與派遣系統，可將顧客需求有效率區隔，以便針對不同顧客提供差異化的服務，並同時考慮供給面之營運成本，以模式化的方式規劃起始車輛排程及動態車輛派遣方式，取代一般由經驗法則做決策時之缺失，因而可增進集配車輛之作業效率。依其規劃作業方式可分為兩個階段，分別是集配車輛出發前，針對其服務時段內所有已知顧客需求屬性之資訊，進行顧客聚類分群與起始車輛路徑規劃，以作為起始車輛之排程；以及集配車輛出發後，當有新顧客需求產生時，便對此新顧客進行動態模糊聚類指派，以便將此新顧客需求指派至適當之服務群組內，再重新規劃服務此群組車輛的服務路徑。 本研究以一宅配營業所一日營運作業作為研究案例，並進行相關之分析比較。以整體顧客服務之結果而言，本系統除了在質化部分可將顧客有效區隔以提供差異化之服務而能提升服務水準外，於量化之成本項也應較由責任分區進行分區服務的方式略佔優勢。

As the E-Business environment getting mature day by day, the end-customers increase the demand of home-delivery services substantially. For this reason, many retail and freight transport businesses become invest in the home-delivery markets. The major objective of the home-delivery services is to provide customers the convenience when they do shopping or delivery the goods. Therefore, a customer demand-oriented operation philosophy will be the key factor to success. In this thesis, the development of the demand-responsive home-delivery vehicles scheduling and dispatching system can segment the customer demand efficiently, so that different customers can be serve with difference services. In addition, this system can also consider the operation cost of supply phase with the modeling way to work out an initial stage vehicles scheduling and dynamic stage vehicles dispatching schemes. By this way, decision makers can rely on this system to avoid the failure of using the personal experience policy; in consequence, the operation efficiency of the home-delivery vehicles can be enhanced. According to the proposed system, there are two operation stages. The first stage is begun before the home-delivery vehicles start off. The initial vehicles scheduling schemes can be made by the proposed system which cluster the initial customers and develop the initial vehicles routing plan based on the information of the initial customers demand attributes. The second stage is begun after the home-delivery vehicles start off and the new customer demands come into existence. By the proposed system, the new customer demand will be assigned to the appropriate service group according to the result of the dynamic fuzzy-clustering assignment and the service route of the vehicle that serve for the group will be rerouted. A one-day operation case in a certain home-delivery business branch is adopted for the research case. It is taken some related analyses and comparisons. According to the services for all the customers, the proposed system can not only segment the customers effectively in order to provide difference services so as to enhance the level of service in the qualitative dimension, but it should also take more advantage than the responsibility service district policy in the quantification dimension.