【作者】 张元鸣；

【导师】 肖刚；

【作者基本信息】 浙江工业大学 ， 机械电子工程， 2003， 硕士

【摘要】 大规模定制生产(MC)作为21世纪的主要生产模式之一，追求以大规模生产的低成本满足客户的个性化需求；客户关系管理(CRM)是指通过管理客户信息资源，提供客户满意的产品和服务，与客户建立起长期、稳定、相互信任、互惠互利的密切关系的动态过程和经营策略；大规模定制生产与客户关系管理从生产组织与管理理念上同时体现了以“客户为中心”的思想，随着市场竞争的加剧，两者受到越来越多学者和企业的关注。 论文对MC、CRM以及两者的内在关系进行了研究，提出了面向MC的客户关系管理(CRMMC)思想，论文从理论上对CRMMC进行了深入研究，并对CRMMC系统的功能组成、有关技术进行了分析，最终构架并实现了CRMMC原型系统。全文主要内容如下： 1．从理论上对CRMMC的概念、本质特征以及实施目标进行了研究，并给出了CRMMC的实施方法； 2．提出了以客户和定制产品管理为核心的CRMMC系统架构，对其结构组成、主要功能、关键技术以及与定制设计平台的关系进行了研究； 3．对客户定制行为与规律进行了分析，提出了一种基于定制产品的客户分类模型，为企业定制资源的有效配置提供依据； 4．对定制产品生产计划组织实施的特点进行了研究，提出了一种基于自组织理论的定制产品生产计划的实现方法； 5．以定时器产品大规模定制生产为背景，应用上述思想及相关的技术，构架了定时器企业CRMMC原型系统，验证了上述思想和方法的正确性。更多还原

【Abstract】 As a new production mode, Mass Customization (MC) is considered as the most important paradigm of the 21st century, which pursues meeting the specific demand of a customer with the cost close to that of Mass Production. Customer Relationship Management (CRM) is a dynamic process and management strategy which builds up a long, stability, mutual confident, and mutual benefit affinity relationship with each customer through managing customer resources and providing content products and services. MC in production organization and CRM in management theory both embody the thought of customer-centric, which have received much attention and popularity from both academia and industry with the intensive market competition.MC, CRM, and the relationships between them are researched in this article. Customer Relationship Management for Mass Customization (CRMMC) has been put forward. On theory CRMMC is studied in-depth. Moreover, constitutes, functions and applied technologies of the system are studied. In the end, a prototype software system of CRMMC is constructed and implemented. The major contents discussed in this paper are as follows:1. The concept, intrinsical characters, and objects of CRMMC are researched in detail in this paper. The method of how to carry CRMMC into execution is also provided.2. The frame of CRMMC, which focuses on the management of customer and Customization Products, is constructed. Othermore, The main functions, constitutes, the key technologies and the relationship with the design platformfor mass customization are discussed particularly.3. The customization behavior and disciplinarian of the customer is analyzed. On the basis, a customer classification model is put forward, which is used to provide consultant for deploying enterprise customization resources.4. Characteristics of customization products production schedule are studied in detail. A method of creating customization products production schedule is brought out, which is based on the theory of Self-organization.5. A prototype software system of CRMMC is constructed and implemented under the background of one timer factory in MC, which validates the correctness of the thoughts being put forward in this article.更多还原