顧客滿意度與交貨延遲對訂單式生產系統接單決策之影響

The Impacts of Customer Satisfaction and Product Delay on Order Receiving Decision for Job Shop Production Systems

黃政喻(Cheng-Yu Huang)

指導教授 ： 王敏

朝陽科技大學/理工學院/工業工程與管理系/碩士(2009年)

摘要

由於科技的運用及產業邁向國際化的趨勢，對於一個生產部門的管理者（生產排程的決策者）來說，如何在提升競爭力的同時又可以為企業整體創造最大利潤已成為日漸重要的議題。企業獲取利潤不外乎是透過接受訂單製造產品再轉送至顧客手中而獲取收益。然而在競爭激烈的市場中，顧客需求常是無法預測的，因此企業在處理生產排程時，除了有物料需求的規劃外，亦時常會面臨著訂單接受與否的問題。
本研究假設在多樣少量的訂單式生產系統（job shop production systems）下，企業生產部門的管理者考量顧客滿意度與交貨延遲兩因素如何影響訂單式生產系統中的接單決策。一般而言，生產規劃乃將生產線上所需的成本與產品的收入所行成之利潤作為決策唯一考量的依據，期望所規劃之生產計劃可以達到企業所追求的最大化利潤。然而在講求顧客至上的現在，企業的製程管理都希望以簡單的方式來處理生產排程或規劃，以獲取最大利益下能達到延遲交貨的最小化來維持或增進企業的商譽。但所欲達成之目的通常是相互衝突的，因此本研究首先以利潤最大化為目標提出相對應的決策模式，再利用敏感度分析探討可能影響最佳方案選擇的重要因素。另一方面，本研究將進一步利用多目標決策模式將管理者對經營理念的態度及排程變動後對顧客滿意度的影響加入以往只以利潤為考量的決策模式中，探討當管理者同時以顧客滿意度、利潤或成本等作為目標下對訂單式生產系統中接單決策的影響。

關鍵字

訂單式生產系統 ； 敏感度分析 ； 接單決策

並列摘要

Due to the trend of the application of technology and internationalization of the industry, how to enhance the competitiveness and maximize the profit of the enterprises at the same time becomes a more important topic to managers of the production department. Enterprises earn their profits through manufacturing products delivery to their customers. However, in a highly competitive market, it is hard to expected customer requirements. Therefore, when enterprises settle the production schedule, they need not only to arrange the material requirement planning, but also to decide whether to accept a new unexpected order.
Under the assumption of the many items few quantities (MIFQ) production style for job shop production system, this study aims to find how do customer satisfication and product delay affect the decision of order acception. In general, the revenue (considering the production cost and income) is the only consideration for arranging the production schedule to maximize the profit of the enterprises. However, in order to strengthen the service for customers, the produce managers expect to use simple rules to solve the production plan problems to not only to maximize the whole profit but also to minimize the production delay and maintain or enhance the reputation of the enterprises. However, the objectives of maximizing the profit and minimizing prodctuion delay are usually conflicting. Therefore, in this study, a decision model aims to find the optimal decision maximizing the revenue is provided. The sensitivity analysis is followed to investigate the importance of the factors (or parameters). Moreover, a multi-objective decision model that takes the profit of the enterprises and managers’ attitude regard customer satisfication into account is also provided in this study to inspect the impact of the managers’ attitude and the profit on the order receiving decision for job shop production systems.

並列關鍵字

sensitivity analysis ； receiving decision ； job shop production system

參考文獻

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