電腦維修與運送供應鏈服務之多目標服務研究

維修服務中心的運作形成一個服務供應鏈，而這個供應鏈主要賣的產品就是維修與運送服務。供應鏈管理為現代流通方式提供了一種創新形式。即在供應鏈中，上下游企業形成了聯盟，因此它們的關係是相對穩定的。它們通過即時資訊分享，形成雙贏關係，實現社會資源的最佳配置，降低社會總的成本並且提高了各企業和整個供應鏈及全社會的效益。本研究先行透過問卷調查以及迴歸分析得出價格接受機率，透過模擬與粒子演算法尋求最佳單位利潤及滿意度以及比較服務與物流整合的前後是否能為企業帶來更大的利潤。研究顯示在整合前後之單位利潤有明顯上升，爾後藉由敏感度分析訂單平均到達率與服務範圍變動找出影響利潤的敏感因素，而訂單到達時間的縮短易導致產能不足而棄單，造成利潤與滿意度下降；服務範圍的擴大易導致產能不足棄單之外也會讓成本提升造成利潤下降。

關鍵字

多目標服務模式；粒子群演算法；供應鏈整合；物流運送

並列摘要

The operation of the service center forms a service supply chain, whose main products are maintenace and delivery services. Supply chain management provides an innovative form of modern circulation. In the supply chain, upstream and downstream companies become alliances, so their relationship is relatively stable. They create a win-win relationship through instant information sharing, which allows the companies optimally allocating social resources, reducing the total cost of society and improving the benefit of enterprises, the supply chain and society as a whole. This study firstly used questionnaires and regression analysis to determine the probability of price acceptance, seeking the best unit profit and satisfaction through simulation and particle algorithms, and comparing whether service and logistics integration can bring greater profits to the enterprise. The research shows that the unit profit before and after the integration has increased significantly. Then, by sensitivity analysis, the average arrival rate of the order and the change of the service scope are used to find the sensitive factors affecting the profit, and the shortening of the arrival time of the order is likely to lead to insufficient capacity and abandonment, resulting in profit. And the decline in satisfaction; the expansion of the scope of services is likely to lead to insufficient capacity to abandon the single-handedly, which will also lead to a decrease in profits due to cost increases.