委外保固契約下維修代理商服務時間之最適化研究

Service Time Optimization Model for Outsourcing Warranty Repair

陳彥年(Yen-Nien Chen) ； 蔣明晃(David M. Chiang)

《臺大管理論叢》 19卷1期 (2008/12) Pp. 187-211

https://doi.org/10.6226/NTURM2008.19.1.187

摘要

本研究在考量維修代理商有利可圖情況下，探討品牌商主導情形下維修代理商以品牌商所定的最高可接受維修服務時間與最低可接受服務水準為準據，制定最佳的維修服務時間，並透過模式求解，輔以敏感度分析來瞭解服務水準協議中重要參數改變對於最佳維修服務時間與利潤之影響。
研究結果顯示：(1)若品牌商制定的最高可接受維修服務時問大於最佳維修服務時間，則維修代理商會重新擬定最佳維修服務時間以使本身利潤最大化：(2)若品牌商願意用相對較高的獎勵措施來鼓勵維修代理商縮短其維修服務時問，且品牌商要求最低可接受服務水準較寬鬆的話，則維修代理商酌最佳維修服務時問會愈短，利潤會愈高；(3)在商品失效率和維修服務率同時變化且相等時，兩者與利潤呈正向關係，但對最佳維修服務時問決策沒有顯著影響。

關鍵字

售後維修服務 ； 服務水準協議 ； 非線性規劃

並列摘要

This study intends to derive an optimal repair service time under these constraints of maximum acceptable repair service time and minimum acceptable repair service level set by branders when branders have strongly bargaining power Finally the sensitivity analysis of parameters on optimal repair service time and corresponding profit me also performed.
Our results show that (1) service providers need to reset maximal acceptable repair service time of customers to maximize its profit if repair service time constraint set by branders is longer than optimal repair service time (2) optimal repair service time of service providers is shorter and profit is higher if the minimum acceptable repair service level set by branders is looser given that the brander provides incentive mechanism to encourage service providers to shorten its repair service time (3) when failure rate and repair service late are the same, both will be positively correlated to profit, but no significant implication is explored between both rates and optimal repair service time.

並列關鍵字

post-sale service ； service level agreement ； nonlinear programming

參考文獻

國立台灣大學商學研究所未出版之碩士論文

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