平衡維修備用料件庫存與客戶滿意度之研究—以I代工公司為例

Spare parts inventory improvement and customer relationship management

黃正耀(Cheng-Yao Huang)

指導教授 ： 陳振明

國立中央大學/管理學院/工業管理研究所碩士在職專班/碩士(2014年)

摘要

科技產業隨著時代的更迭，能夠獲得較高獲利的產品持續替換。筆記型電腦、光碟片、記憶體、液晶螢幕都曾經引領風騷；近幾年受到高度關注的行動電話市場，更是歷經早期大幅獲利、衰退，直至智慧型手機多年耕耘後再次回到高獲利的產品行列。然而科技的發展十分迅速，各類指標性產品都一直依循著相同的脈絡。明星商品的出現通常憑藉著獨有的規格吸引客戶的青睞，不管是突出的軟體或是硬體。在這個階段，高規格的產品往往可以有著非常高的利潤。接著被高獲利所吸引的挑戰者陸續出現，慢慢拉近與領先者的距離後，旗艦級產品彼此間的差異已經逐漸縮小。直至高端市場逐漸飽和時，業者為了持續獲利即會開始把目光朝向中低階市場。在這個時候能夠吸引消費者目光焦點的產品，往往是有著中高階規格與中低階價格的產品。為了能夠達成這個目標，品牌公司自然會把壓力轉到其供應商身上。
　　個案公司為專業系統代工廠，主要生產基地位於中國大陸上海市。近幾年面對客戶不斷要求降低報價，以及大陸廠員工薪資持續上升的雙重壓力，多年來持續進行的成本控管似乎有著難以為繼的景況。研發、採購、物控、生產、配送等多種流程，一再被檢討改善，已經漸漸難以再有大的成效。本文著眼於以往較不被注意的維修備用料件部分，希望透過整個流程的檢視，找到可以有改善的空間。
本文從個案公司幾個流程面重新檢視：
• 生命週期管理方法
• 維修備用料件管理
• 維修需求預估流程
• 維修備用料件庫存管理流程
透過這幾個面向的檢討，找出具體可行的改善建議對策，也希望透過這些改善對
策實質導入後，能夠獲得實質的成效。

關鍵字

客戶關係管理 ； 需求預測 ； 庫存管理

並列摘要

High-tech industries is keep high profit in the past years. But indicative product is always keeping change. Many products had ever earn excellence revenue such as Notebook, CD-ROM, Memory and LCD etc…… For example, mobilephone is the highest attention products in the near years. But it was ever went through high revenue in the beginning then get worse, until smartphone catch consumers’ eyes again. However, technology is keeping rapid growth. Each indicative products follow the same locus. The best-selling products usually earn consumers’ favour by unique and outstanding specification, no matter hardware or software, and high level products usually get very good net profit. But new challenger will continuous appear and shorten their difference of these ultimate products. Until high-end market almost saturate, brand company will face to middle and low-end market for keep profit. And products with higher than mid-end specification and low-end price will catch most consumers’ eyes. Brand company will move their pressure to their suppliers to reach this target.
Case company is an official sub-contractor, and major production site locate at China Shanghai city. They are keeping cost reduction and management in the past couple years, to fulfill customer request quotation reduction and employees’ salary continuous increase. But actually it is difficult to continue now. Most processes and reviewed again and again include design, purchase, material management, production and distribution, but cannot get good efficiency now. So this paper is focus on spare parts management which is never review before.
We are trying to focus on some topics to review.
• Product life cycle management
• Spare parts management processes
• Spare parts demand estimate processes
• Spare parts inventory management processes

We hope to get some improvement of whole processes review.

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