汽車售後服務零件物流整合研究

The study of car after-sale service part that logistics conformity research.

郭俊昇(Chun-Sheng Kuo)

指導教授 ： 林百福

國立臺北科技大學/機電學院/車輛工程系所/碩士(2009年)

摘要

企業經營首重獲利，無法獲利的企業是無法永續經營，沒有獲利的企業就無服務可言，國內汽車銷售市場競爭激烈，為了創造產品的差異化和價值，增加市占率及獲利，售後「服務」已成為各大汽車公司重點行銷策略，為了提供顧客更優質的售後服務及增加企業獲利，降低經營成本，加上「第三利潤源」概念的興起，物流不再只是滿足倉儲、運輸的需求，而是更積極扮演起供應鏈串連與整合活動的角色，「物流」也從以往單純強調「作業技術」與「效率」方面，進入了「整合服務」與「策略」的層次。
物流是供應鏈流程中極重要的部份，物流作業與供應鏈管理是緊密整合在一起的，物流必須對整個供應鏈中的實體做有效的配送，物流的發展亦與供應鏈管理息息相關，本研究主要是在探討有關於汽車售後服務零件物流整合模式之發展的方式與過程，並以個案公司來實際運作與應用；為達成本研究目的，本研究首先綜覽國內外物流文獻，來探討了解汽車售後服務零件物流的特性、發展的方式。另外在個案公司的實證研究中主要以專家訪談、召開專家會議為研究方法，以發展出符合公司需求的物流整合模式。本研究經過個案公司的實際運用驗證後，可以運用協同規劃、預測與補貨（CPFR）之運作模式，來改善存貨，縮短訂單履行流程 (Order Fulfillment Process, OFP )，降低漣波效果（Ripple Effect, RE），降低長鞭效應（Bullwhip Effect , BE）使整體物流供應作業能平準化(Leveling)减少變化與波動，降低供應鏈內過剩存貨及缺貨，達到汽車售後服務零件物流整合的目的，降低作業成本，增加企業獲利，由降低物流成本所得的利潤成為企業「第三利潤源」。

關鍵字

第三利潤源 ； 物流 ； 供應鏈

並列摘要

Being profitable is essential for operating business. An enterprise is not able to offer customer services, not to mention to be sustainable without reasonable margin. In order to create the added value and differentiation as well as the market share and profit in the highly competitive domestic auto market, after-service has turned into the priority in marketing strategy.
For providing quality after-sales services to the customers and increase the business margin with lower operation cost in association with the emergence of the concept of "the third profit source", logistics is no longer merely a warehouse and transportation provider but plays an active role in supply chains management and integration. "Logistics" has entered the level of "service integration" and "strategy partner" from the past "workflow technique" and "efficiency".
Logistics is vital in the whole supply chain working flow. The logistic processes are combined with the supply chain management tightly. The dispatch and distribution must be operated efficiently for the entities in the supply chain. Plus, the development of logistics is closely related to supply chain management. This research mainly covers the developing trend and method of logistics integration model of the after-service and auto-parts. Moreover, a case company is used as an actual operation and application.
In order to achieve the target of this research, a comprehensive overview of internal and abroad literature has been done for exploring the logistic and developing features of after sales parts and service in auto industry. In addition, in order to meet the case company's needs, an evidence-based logistic integration model is developed by conducting research using the methodology of expert’s interview and conference as well. After the verification of this research by the case company, it could be applied in the mode of operation of collaborative planning, forecasting and replenishment (CPFR) then to improve of inventory level, to shorten the order fulfillment process (OFP) and to eliminate the Bullwhip Effect (BE). Hence the overall logistics operation could be leveling to reduce the changes and fluctuations as well as the surplus or shortage inventory in the entire supply chain. Meanwhile it contributes to achieve the goal of logistic integration of after-service auto-parts to reduce the operating costs and enhance the company profit. The profit generated by reducing the logistics costs has become "the third profit source".

並列關鍵字

The third profit source ； Logistics ； Supply chain

參考文獻

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