全球運籌售後服務之維修策略與補貨政策-以主機板產業系統模擬

The Repair Strategy and Inventory Policy of The Global Logistics Management for After-Sales Service – A System Simulating Model for Motherboard Industry

黃依邠(I-Pin Huang)

指導教授 ： 陳銘崑

國立臺北科技大學/管理學院/商業自動化與管理研究所/碩士(2007年)

摘要

全球運籌管理包含正向與逆向物流，過去企業只著重於供應鏈在原料採購、製造、配銷等由上游至下游的整合，要求快速反應時間與降低成本的正向物流。但近年來因綠色環保意識的興起，企業面臨到各種法令規範，為了因應環境快速的變遷，同時為了保有競爭優勢的條件，需將逆物流納入企業營運考量，而逐漸重視全球運籌中逆向物流的隱藏價值。
企業逆物流包含產品退回、再生、再利用、維修與再製等物流活動，當產品具有可退貨維修性質，因此更需加強對逆向物流產品退貨維修的關注，以達到強化企業競爭力的最終目的。除此之外，消費者的需求增加，且產業間競爭激烈，尋找新顧客的成本往往要比維持舊顧客高，為提升客戶滿意度以留住顧客，勢必需縮短維修時間與增加維修技術品質，又需兼顧企業營運成本考量，如何平衡企業營運成本與增加服務水準，企業的維修策略與存補貨政策是影響最深的變數。
對於資訊科技產品而言，在過去產品買賣及產品保固是採取分開的模式，但為提升服務滿意度，現今的經營模式則是在買賣的同時也包含了保固期限及維修合約，企業就需負起客戶在期限之內可換新品或保固期內可維修的責任。對於跨國型全球性的企業而言，需面臨更大的挑戰，為了維持較高的顧客滿意度勢必要付出相當程度的企業成本，本研究將探討全球運籌下不同維修策略與補貨政策對企業全球維修中心總系統成本與即時還貨率之影響，衡量企業售後服務退貨維修之績效。

關鍵字

全球運籌 ； 逆物流 ； 售後服務 ； 系統模擬

並列摘要

The global logistics management includes forward and reverse logistics. The businesses focused the integration of sourcing, making, and delivery in supply chain, and requested quick respondent time and low cost-down for forward logistics. Because the development of environmental consciousness and the regulation of various law in green supply chain, the enterprises have to reconsider reverse logistics in operation and respect the veiled value of reverse logistics in global logistics management. It is for catching the rapid transition of circumstances and keeping the strength of competition.
The activities of reverse logistics include return, recycle, reuse, repair, and remanufacturing. For enforcing business competitiveness, it is more important to improve the return and repair process for the reparable product. Otherwise, the raise of consumer requirement and the severe competition between enterprises, it must shorten the repair time and increase the service quality. But it also needs to consider the operation cost at same time. The repair strategies and inventory policies are the influencing variables for balancing operation cost and service quility.
In the past, the commerce and maintenance were divided into two processes for IT products. But it combines commerce with maintenance and repair for extending service satisfaction. The international enterprises have to face more strict challenges for taking responsibility to exchange or repair products. It costs a certain extent to hold high customer satisfaction. This study will measure the return and repair metrics in system cost and service level for repair strategy and inventory policy in global repair center.

並列關鍵字

Global Logistics Management ； Reverse Logistics ； System Simulation ； After-sales Service

參考文獻

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