摘要：物流配送计划是直接影响物流企业的效率与效益的基本业务，然而在现实的物流配送过程中，由于客户方面的不确定性而影响正常配送的事件却时常发生，本论文以物流配送车辆调度中客户时间窗及服务地址变动的组合性干扰事件为例进行研究，通过建立干扰管理模型，求解干扰事件发生时快速生成使系统扰动最小、费用最低的调整方案。

　　　本文在对车辆调度干扰管理的国内外研究现状进行深入分析的基础上，将研究对象确定为客户时间窗及服务地址变动的物流配送车辆调度干扰管理。首先，研究了干扰管理理论对车辆调度中如何及时处理干扰因素对物流配送的不良影响的指导作用，通过扰动度量分析方法分析了客户满意度、物流配送成本、路径偏离程度对物流配送的影响，同时得出了扰动度量具有度量的模糊性、行为的离散性和多样性等特点。其次，构造了客户时间窗及服务地址变动的物流配送车辆调度干扰管理模型。最后，结合一个例子对所构造的模型进行了实例分析，得出了客户满意度高、路径偏离小、配送成本低的新方案。

　　　本文的研究工作能够在兼顾客户满意度、路径偏离度和派送成本等多方面利益的基础上，及时有效的产生针对行驶车辆时间窗和服务地址改变着两种干扰时间的处理方案，客服了传统优化方法仅考虑成本最小化这一单一目标而顾客满意度和路径偏离率得不到保障的问题，提高了问题处理方案的可行性和实用性。

关键词：干扰管理 配送成本 行车路线偏离 客户满意度

ABSTRACT: Logistics distribution plan is directly affect the efficiency and effectiveness of the logistics enterprise's basic business, logistics distribution process, in reality, however, due to the uncertainty of customer side affects normal distribution events often occur, this paper is to clients in logistics distribution vehicle scheduling time window and the combination of the service address change the case of interference, interference through the establishment of management model, to solve the interference event occurs quickly generate minimize the system disturbance and adjustment scheme of the lowest cost.

   Interference based on vehicle scheduling management on the basis of analyzing the research status at home and abroad, the research object to determine the time window for the customer and the service address changes in the management of logistics distribution vehicle scheduling interference. First of all, to study the interference of vehicle scheduling management theory how to timely handle interference factors in the guiding role of the bad influence of logistics distribution, through disturbance measurement analysis methods to analyze the customer satisfaction degree, the path of logistics costs and the impact on the logistics distribution, the disturbance measure has the measure of fuzziness is obtained at the same time, discreteness and diversity, etc. Second, constructs the customer time window and service address change management model of logistics distribution vehicle scheduling interference. Finally, combining with an example of the constructed model has carried on the instance analysis, obtained the customer satisfaction is high, the small path deviation, low shipping costs of the new plan.

    Research work of this paper to take the path deviation, customer satisfaction and delivery costs, on the basis of interests in many aspects, the timely and effective production for the time window of the vehicle and the service address change time to deal with two kinds of interference, customer service of the traditional optimization method only consider cost and customer satisfaction and minimize the single object path deviation rate is not guaranteed, raised the question feasibility and practicability of the scheme.

Keywords：Interfere with the management ; Distribution costs ; The route deviation ;  Customer satisfaction