從服務備件庫存管理探討對於產品製造商的影響 - 以手機品牌A公司為例

台灣高科技產業以製造能力、管理聞名全球，也一度造就了台灣的重要經濟發展。但追求「成本最佳化」的製造模式，讓台灣企業變成「毛三到四」的低毛利窘境。微笑曲線呈現了台灣製造業的新困境，除了研發投資落後先進國家，在新的品牌、服務領域的成熟度，也落後其他國家。因為代工製造的模式，在價值鏈中的售後服務，在過往並不是企業的關注焦點，大多企業將售後服務視為一個提供產品維修的成本中心。但是隨著全球推動製造業服務化的浪潮下，”服務”所代表的不再是維修產品，而是為企業創造價值的關鍵商業流程。本論文主要係以個案公司為例，探討(1)品牌企業在服務供應鏈上所面臨的挑戰 (2)服務備件與製造零件特性與差異 (3)資訊系統如何協助企業，最佳化服務備件庫存管理，並達到更好的財務指標。研究將著重於文獻與個案的探討，就企業在庫存管理的議題上，如何區隔製造與服務活動在庫存管理上的差異，並探討服務備件管理的挑戰以及為何需要資訊系統來驅動服務備件庫存管理。

關鍵字

服務供應鏈；服務滿足率；服務備件管理

並列摘要

Taiwan high-tech industry is well known based on manufacturing capabilities and management throughout the world, also made Taiwan an important economic growth. But a pursuit of "cost optimization" manufacturing makes Taiwan manufacturers into low margin situation. By considering the “Smiling Curve”, Taiwan manufacturing have lower R D investment compare with developed countries, but also have lower maturity of after-sale service that behind other countries. Since the OEM manufacturing model, after-sale service in the value chain is not the key focus in the past, many corporations treat after-sale service department as a cost center of product maintenance service. However, with the trend of global “Servitization” in Manufacturing, "services" is no longer the representatives of maintenance products, but the key business processes to creating value for the enterprise. This thesis studies a real case to investigate (1) what are the challenges of brand companies in the service supply chain (2) what’s difference between service parts and manufacturing part management (3) how information system can help to improve the service parts inventory management, and achieve better financial goals. This study will focus on literature and case study on inventory management issues about how to differentiate manufacturing and services parts in inventory management, the challenges of service parts managements and why companies need the information system to drive better service parts management.