物流中心作業管理與績效指標

Operation Management and Performance Indicators of Distribution Centers

洪綺涓(Chi-Chuan Hung)

指導教授 ： 陳平舜

中原大學/電機資訊學院/工業與系統工程研究所/碩士(2011年)

https://doi.org/10.6840/cycu201100679

摘要

因應全球市場的需求，網路電子交易與即時配送已成為一個市場趨勢。物流中心在整個流通體系之中，從一個支援角色轉變為企業經營成功的關鍵，因此物流中心作業流程越來越受重視。目前文獻探討物流中心作業時，多致力於儲存作業、揀貨作業及配送作業之路徑問題與指派問題，並發展演算法來求得最佳路徑與最佳指派。然而，實務上則缺乏物流中心作業之有系統的診斷，遭遇物流中心作業問題時，往往沒有找到對的方法來解決問題。因此，本研究目的為當物流公司遇到需要改善的問題時，有一套物流中心作業的診斷機制，並獲得適當的方法解決問題，對症下藥。
本論文以個案研究法進行研究，針對四家不同特性的專業物流公司（麵包、醫藥、日用品及直銷商品）及一家專業配送公司為實例進行採訪，了解這些公司進貨、儲存、流通加工、揀貨及出貨配送之物流中心作業流程如何進行。採訪之資訊分別以物流中心作業問題與績效指標兩個部份做整理，並與過去文獻所討論之物流中心作業問題與績效指標比較討論。再以四間個案公司為主軸，將個案公司之物流中心作業實務上之作法進ㄧ步整合討論，並連結過去文獻做總結分析。
經由文獻整理與個案研究，定義本研究之物流中心作業流程及其項目，再歸納出一個物流中心作業的診斷架構。因此，當物流公司欲改善其公司物流中心作業流程時，可利用本研究所提物流中心作業的診斷架構檢視其物流中心作業之績效。並可利用本研究了解其物流中心作業之問題所在，快速獲得過去文獻或個案公司遭遇問題時，解決問題之看法與方法。本研究結果能提供物流公司面臨物流中心作業決策時之參考，對物流中心發展能有所助益。

關鍵字

個案研究 ； 物流中心作業 ； 績效評估 ； 倉儲作業

並列摘要

Due to the demand of a global market, on-line trading and prompt delivery have become a main trend of the market. For a whole logistics system, distribution centers have transferred from assisting roles to key roles of business critical success factors. Therefore, operations of distribution centers have become more and more important. Nowadays, when dealing with the operational issues of a distribution center, most papers focus on solving the storage, order picking, and delivery problems by developing an algorithm in order to obtain optimal vehicle routes or truck assignments. However, in practice, reviewing entire operations of a distribution center is necessary, since it is very likely that the best solution cannot be found due to the lack of a systematic diagnosis. Hence, the objective of this research is to provide distribution centers with a framework of the systematic diagnosis that can help them to solve the encountered problem.
This research adapts the case study methodology to interview four kinds of distribution centers (i.e., bread, medicine, daily-use goods, and direct-sell goods distribution centers) and one professional product-delivery company. The purpose of interviews is to understand physical operations of distribution centers, such as receiving, storage, relabeling/repacking, order picking, and shipping. The results can be classified into two classes: the operational issues and performance indicators of distribution centers, and be compared to those of literature. In addition, this study summarizes the operational issues and performance indicators from four distribution centers of case companies and relative references.
Through the literature review and case study, this research defines the operations of distribution centers and proposes a framework of a system diagnosis. Therefore, when a distribution center intends to improve its operations, it can adapt this proposed framework to diagnosis its operations and evaluate its performance. Then, the distribution center can figure out the core problem of its operations and apply appropriate methods obtained from papers or practical experience to solve its problem. Finally, the results of this research can provide distribution centers as a reference to help them make decisions of operations of a distribution center.

並列關鍵字

warehouse operation ； case study ； performance indicators ； distribution center operation

參考文獻

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