The goals of improving system efficiency and customer satisfaction can be achieved effectively through a rational scheduling for bottleneck machine in motor vehicle maintenance workshop. On the one hand, the promotion of system efficiency can be achieved by optimizing the make-span(C_max); on the other hand, customer satisfaction is affected by subjective factor, it's necessary to do customer satisfaction into consideration while establishing an objective function of the scheduling problem. Combined with behavioral science theory, the paper mixed people's bounded rationality into service resources scheduling problem related to the customer. Firstly, it took customer expected waiting time as a reference point by virtue of value function in the prospect theory, then established customer dissatisfaction function towards waiting time. On the base of it, it established a multi-objective mathematical model combined with the objective of resource efficiency, assignment of tasks and resource constraints. Secondly, it designed genetic algorithm which was corresponding to the scheduling problem and then solved it. Ultimately, it verifies the feasibility and validity of model and algorithm by simulating example.

[2019-04-05] Printed Article /doc/2017.10.0971/v2