fa بهبود الگوریتم خوشه بندی مشتریان برای توزیع قطعات یدکی با رویکرد داده کاوی (k-means) سایر موضوعاتی که به مرزهای دانش در مهندسی صنایع و تولید کمک می کند Other related Industrial and production reserach subjects in which has direct relation to the state-of-the art of the IE پژوهشي Research <p align="right"><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA">خوشه بندی <font face="Nazanin"><span style="mso-spacerun: yes"><font size="3"> </font></span>مشتریان با رویکرد داده کاوی برای بهینه سازی برنامه حمل ونقل یکی از مباحث مطرح در حوزه مدیریت ارتباط با مشتریان است. در این مقاله داده‌ها و اطلاعات <span style="mso-spacerun: yes"><font size="3"> </font></span>واقعی <span style="mso-spacerun: yes"><font size="3"> </font></span>توزیع قطعات یدکی شرکت ایساکو در طی 36 ماه گذسته مورد بررسی قرارگرفته است و به کمک ابزار داده کاوی شباهت رفتار تقاضای قطعات یدکی توسط مشتریان درمناطق مختلف کشور ایران سنجیده شده است. تابع سنجش شباهت رفتار مشتریان در مناطق مختلف براساس ترکیب <span style="mso-spacerun: yes"><font size="3"> </font></span>قواعد تعریف گردیده است . <span style="mso-spacerun: yes"><font size="3"> </font></span>براساس این تابع <span style="mso-spacerun: yes"><font size="3"> </font></span>و به کمک الگوریتم </font></span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">k-means</span><span dir="rtl"></span><span dir="rtl"></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl"><span dir="rtl"></span><span dir="rtl"></span> <span style="mso-spacerun: yes"><font size="2" face="Nazanin"> </font></span></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA">عملیات خوشه بندی انجام گرفته و مشتریان مشابه در یک خوشه قرارگرفته‌اند. تابع سنجش شباهت رفتار مشتریان در پنج مرحله تشکیل شده است. تابع شباهت مشتریان براساس فواصل اقلیدسی (مکان استقرارآنها) , زمان تقاضای مشتریان و مقدار ارزش حجمی تقاضای مشتریان به صورت جداگانه تعریف شده است. سپس این سه عامل با هم ترکیب شده و تابع </span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">DCB </span><span dir="rtl"></span><span dir="rtl"></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl"><span dir="rtl"></span><span dir="rtl"></span><span style="mso-spacerun: yes"><font size="2" face="Nazanin"> </font></span></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA">به وجود آمده است. در مرحله نهایی با درنظر گرفتن وزن‌های مختلف برای سال‌ها و فصول گوناگون تابع </span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">BCD </span><span dir="rtl"></span><span dir="rtl"></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl"><span dir="rtl"></span><span dir="rtl"></span><span style="mso-spacerun: yes"><font size="2" face="Nazanin"> </font></span></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA">بهبود داده شده است. عملیات خوشه بندی به وسیله سه تابع فاصله اقلیدسی، تابع </span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">DCB </span><span dir="rtl"></span><span dir="rtl"></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl"><span dir="rtl"></span><span dir="rtl"></span><span style="mso-spacerun: yes"><font size="2" face="Nazanin"> </font></span></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA">و تابع </span><span dir="ltr"></span><span dir="ltr"></span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin" lang="FA"><span dir="ltr"></span><span dir="ltr"></span><span style="mso-spacerun: yes"><font size="3" face="Times New Roman"> </font></span></span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">BCD </span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA">بهبود یافته در نرم افزار </span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">R</span><span dir="rtl"></span><span dir="rtl"></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA"><span dir="rtl"></span><span dir="rtl"></span> انجام و تابع</span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">BCD</span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin"> </span><span dir="rtl"></span><span dir="rtl"></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl"><span dir="rtl"></span><span dir="rtl"></span><font size="3"><font face="Nazanin"><span style="mso-spacerun: yes"> </span><span lang="FA">بهبود یافته به عنوان بهترین تابع برای خوشه بندی انتخاب شده است . سپس با استفاده از مدل </span></font></font></span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin">DTM</span><span dir="rtl"></span><span dir="rtl"></span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 10pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl"><span dir="rtl"></span><span dir="rtl"></span> </span><span style="FONT-FAMILY: Nazanin FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-ascii-font-family: 'Times New Roman' mso-hansi-font-family: 'Times New Roman'" dir="rtl" lang="FA">رفتار هر بخش تحلیل شده و سیاست‌های توزیع مناسب برای آن بخش تبیین شده است . نتایج حاصل بیانگر کاهش 32 درصد هزینه‌های توزیع در شرکت ایساکو می‌باشد</span><span dir="ltr"></span><span dir="ltr"></span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: Nazanin"><span dir="ltr"></span><span dir="ltr"></span>.</span></p> <em><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA mso-bidi-font-family: 'B Nazanin'">Customer classification using k-means algorithm for optimizing the transportation plans is one of the most interesting subjects in the Customer Relationship Management context. In this paper, the real-world data and information for a spare-parts distribution company (ISACO) during the past 36 months has been investigated and these figures have been evaluated using k-means tool developed for spare-part demand similarity function in different regions of the country. Similarity function for customer behavior in different regions has been defined. Based on this function and with help of k-means algorithm, customers have been grouped and similar customers were put in the same groups. Customer similarity function has been developed through 5 steps and has been defined individually based on each factors of Euclidean distance, customer's order time and bulk value of the order. Then, these three factors have been combined and DCB function has been defined. In the final step, different weights have been allocated to different years and seasons and BCD function has been improved. The grouping process has been improved for three functions of Euclidean distance, DCB and BCD. This process was executed using the R software and the improved BCD function was recognized as the optimum grouping function. Then, using DMT model, customer behavior has been analyzed at each part and the proper distribution policies have been defined. </span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: FA">Results indicate a significant cost reduction (32%) in spare-parts distribution costs for ISACO</span><span style="FONT-FAMILY: "Times New Roman","serif" FONT-SIZE: 11pt mso-fareast-font-family: 'Times New Roman' mso-ansi-language: EN-US mso-fareast-language: EN-US mso-bidi-language: AR-SA">.</span></em> الگوریتم خوشه بندی مشتریان, مدیریت ارتباط با مشتریان،داده کاوی(k-means)، تابع شباهت، توزیع قطعات یدکی Customer grouping algorithm, Customer Relationship Management, K-means, Similarity function, Spare-parts distribution 239 249 http://ijiepm.iust.ac.ir/browse.php?a_code=A-10-132-5&slc_lang=fa&sid=1 Mohammad Mehdi Sepehri mehdi.sepehri@modares.ac.ir 180031947532846004114 180031947532846004114 Yes Associate Professor, Industrial Engineering Department, Tarbiat Modares University Mehrdad Kargari 180031947532846004115 180031947532846004115 No Ph.D. Student, Industrial Engineering Department, Tarbiat Modares University