全球運籌逆物流區位選擇模式-以個案公司探討

The Location Determination Decision of Global Logistics Management for Reverse Logistic Traceability - A Case Study of One Company

林錫龍(Seelong Lin)

指導教授 ： 陳銘崑

國立臺北科技大學/管理學院/商業自動化與管理研究所/碩士(2006年)

摘要

企業從過去處於被動的逆物流觀念轉變到現今，因顧客滿意度已成為重要的企業競爭力，為了提升企業形象及增加顧客服務水準，逐漸將逆向物流提升為積極主動的態度。在這樣的經營模式下，企業就要負起保固及維修的責任，對於跨國的大規模企業，需面臨更大的挑戰。為了維持較高的顧客滿意度勢必要付出相當程度的企業成本，尤其對於跨國型全球性的企業而言，回收產品並不如地區性的公司來的容易，不可能將所要維修的產品都運回台灣維修後再送回世界各地的消費者手中，這會損失掉顧客的忠誠度以及對公司的商譽同時也造成無法估計的損失。因此，針對全球性企業，增加其售後服務品質，設置商品退貨維修點將是一個重要的議題。
本論文將以多準則決策的模糊層級分析法(Fuzzy AHP)為相關研究方法，說明資訊科技產業逆物流RMA中心區位選擇決策模式。綜合國內外學者之文獻研究及專家訪談，建立全球運籌維修中心選址決策之層級結構，經由專家訪談問卷，透過Fuzzy AHP分析，得到其決策人員對四項構面，14項要因評估指標，三大洲區域地點之權重值，分析結果顯示維修中心選址中，運籌構面最為重要，成本構面和市場構面次之；而要因評估指標中運輸成本最為重要，營運成本、顧客的力量、關稅、勞工素質、Hub的距離次之；美洲區以洛杉磯最佳，墨西哥次之；亞洲區以中國大陸最佳，台灣次之；歐洲區以荷蘭最佳，波蘭、德國次之。
本研究是以全球運籌逆物流維修中心選址決策為考量，調查資訊科技產業相關決策主管之評比，以運籌構面之重要性程度最高，但一般企業實務主要以成本為考量之依據，因而都找成本最為低廉的地點，卻容易錯估其最佳地點設置。全球性企業的逆物流中心區位選擇決策適當，將可為企業體尋求更快速、彈性與低成本的運籌流程。進一步的將提升企業的產品品質與更有效率的作業時間。退貨維修點的選擇則成為企業重大決策議題。 但全球運籌區域廣大，如何達到最佳化的企業佈局，以期降低企業營運成本與增加服務水準，將是本研究所致力探討的目標。

關鍵字

全球運籌 ； 逆向物流區位選擇 ； 退貨維修 ； 模擬層級分析法

並列摘要

Nowadays, satisfactions of customers have become important competitiveness of enterprises. The idea of passive reverse logistic in enterprises has been transformed. In order to promote the image of enterprise and increase the service level to customers, enterprises take the initiative in reverse logistic. Under this management pattern, enterprises must take the responsibility of guarantee and service, which is a big challenge for large-scale enterprises. Maintaining higher satisfactions of customers, the higher cost is consequential. For global enterprises, product recycling is not easy than local enterprises. It is impossible to gather the repairing goods to Taiwan and then return them to customers around the world. Enterprises will lose customer loyalties and goodwill at the same time. That will be a great lost. Therefore, increasing after-sales service quality and establishing repair center will be an important subject for global enterprises.
By using the Fuzzy Analytic Hierarchy Process (Fuzzy AHP) of Multi-criteria decision making, we describe the way of information technology industry choosing the reverse logistics RMA center position. We combine many literatures with relevant experts’ interview, build the hierarchy structure of global logistics RLT center choosing position decision. We get the weight of four main factors, fourteen criteria, and each position of three continents in sequentice. The most important factor is logistics, the next are cost and market factors; the most important criteria is transportation cost, the next are operation cost, customer power, custom, labor quality, and Hub distance; the best location in America is L.A., the next is Mexico; the best location in Asia is China, the next is Taiwan; the best location in Europe is Holland, the next are Poland and Germany.
This research considers the location determination decision of global logistics management for reverse logistics traceability, and estimates the IT industry relevant manager decision making for RLT center. We find that the most important factor is logistics, but most of enterprises regard cost as the first importance. Therefore, they look for the lowest cost position, but not the best location.
A proper strategy of positioning RLT (Reverse Logistic Traceability) center will provide enterprises a faster, elastic and low-cost operation flow. Further, better product quality and effective operation are expectable. The location of RLT center has become an important subject for enterprises. Decreasing the operating cost of enterprise and increasing the service level, depending on how to expand the territory of business and optimize the geography of enterprise.

並列關鍵字

Global Logistics ； Reverse Logistic Traceability ； RMA ； Location Determination ； Fuzzy AHP

參考文獻

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