產品服務網絡之維修供應初探

A Study on Maintenance Provisioning for Services Networks

林竹璇(Ju-Shiuan Lin)

指導教授 ： 周雍強

國立臺灣大學/工學院/工業工程學研究所/碩士(2005年)

https://doi.org/10.6342/NTU.2005.02385

摘要

我國許多企業正面臨由代工製造逐漸要轉型到品牌經營的關鍵時刻，從管理的技能來說，經營品牌需要規劃與執行整個產品壽命週期內所可能發生的事項，對許多廠商而言，這是極大的挑戰。本論文的目的是探討企業拓展售後服務所必須具備的系統與流程，以及建議方案。採用的研究方法是先以個案分析國內外廠的差異，提出一個理想的服務系統流程，接著針對維修服務的範疇，討論備品的存貨管理方法與模式以及依據維修人力需求，選擇適當的維修供應方針。由於本論文所探討的是先進的研究議題，將以探索性研究為出發點，為後續研究提供一思考藍圖。
首先必須了解與國際企業售後服務的差距，針對企業所提供售後服務內容進行解析，進而著手培養企業本身核心競爭力，提出可行性建議，對於進軍國際市場有所助益。在維修備品存貨方面，如何在每一時點準備足夠備品存貨，甚至是產品即將下市做最後一次採購時，決定適當的備用零件數量使得超額庫存或短缺的損失最小。另外考慮維修人力需求下，假設有兩種維修方針：到府維修與收件至維修中心修繕，由於不同的成本預算下適用不同的維修策略，探討各種因素所造成的決策影響。

關鍵字

售後服務 ； 保固管理 ； 備品存貨 ； 維修供應方針

並列摘要

Many companies faced up the critical point to change manufacturing to building brand in Taiwan. It’s a challenge to manage their brand which they would plan and implement all happening in whole product life-cycle for many medium and small companies. The objective of this paper is to propose a process for developing after sales service and present some advice. In case study our home companies compared with foreign companies and construct a process of after sales service. At last, focused on maintenance services this paper included spare parts inventory and a decision of maintenance provisioning according to repair staff cost. Since very few of these deal with after sales service in the context of product warranty, this paper would adopt explored study and offer a blue map to future work.

The contribution of the paper is twofold. Firstly, to find out the gap between foreign companies which build up well-organized service configuration and our home business and secondly, to discuss the different maintenance servicing issues about on-site repair or centralized repair and highlights the new challenges to fortune researches.

並列關鍵字

After sales service ； Warranty management ； Spare parts inventory ； Maintenance provisioning

參考文獻

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