蔣明晃臺灣大學:工業工程學研究所王子銘Wang, Tzu - MingTzu - MingWang2010-05-032018-06-292010-05-032018-06-292009U0001-2306200910464400http://ntur.lib.ntu.edu.tw//handle/246246/178525企業傳統以來著重於製造端到消費端的正向物流服務，採取像是產品價格競爭、選購方便性等競爭策略，但實際上消費者已經日益重視售後服務這塊領域的效用。購買的商品有售後服務的保證，代表廠商願意負責的態度，也代表廠商對於自家產品的品質有信心。後服務的出現已有幾十年的歷史，其手段也不斷地更新變化，保固維修服務是常見的主要內容。為了提供快速維修服務通常會存放為數不少的維修備品以應付維修需求，如果對於代理多品項的企業來說產品間某種程度上具有可替代的性質，透過替代維修更可以減少維修時間、減少維修備品存放數量。更重要的是當需求下降的商品出現時，通常貨品已經沒有繼續生產，適當地採取替代將能解決貨品來源枯竭的問題。此，本研究參考提及需求下降與雙向替代的維修備品之相關研究，結合台灣個人電腦產業商業模式與保固維修運作系統，建立以代理維修商觀點成本最小化之結合垂直向下及水平雙向替代多期維修備品存貨規劃模型，以系統化方式求得各個維修備品間最佳訂購量與替代數量，並透過實驗設計方析需求下降及品牌商供應限制型態之不同情境面，代理維修商採用向下替代方式成本的節省幅度，以及結合垂直向下及水平雙向替代模式下代理維修商的總成本、期末報廢成本、替代數量比的變化。驗結果顯示，市場需求下降、供應緊縮的商品採用向下替代的維修方式將能節省最大成本支出；另一方面，已採用垂直向下及水平雙向替代的企業應該多注意需求下降帶來的成本上昇，透過調整備貨策略，調高高階貨品備貨比例，以利用高階產品替代低階產品轉換顧客對低階商品的維修需求。Enterprises usually put great emphasis on forward logistics service, and adopt to many competition strategies like price competition and conveniences of purchase. But actually more and more consumers have turned more attention on after-sales service. If the merchandise guarantee is provided, it represents that enterprises not only takes the responsibility for the product, but also assume that the quality of product at least for certain periods of time.he after-sale service already has lasted for many decades, and the contents and practices change accordingly. The most common service is guarantee against damage or failure. To provide the fast service, a lot of spare parts usually need to be deposited to deal with demand of service, other spare parts could substitute the original spare parts, the maintenance time of after-sale service and the inventory of spare parts can be reduced. Especially when the demand of merchandise begins to fall, and the merchandise has stopped production. By adopting the substitution practice, the shot-supply problem of original parts can be solved.n this thesis we build up a multi-period inventory model of two-way substitution for sparing parts from the viewpoint of service agents. In order to minimize the total cost, an optimization approach is used to obtain the optimal order quantity and substitution quantity for each repairing spare parts. After that, experimental design is developed further to analyze the impact of the declining rate of demand and the supply limit on the total cost, dead-stock cost, and substitution quantity ratio, if the agents carry out the downward substitution policy, as well as two-way substitution policy.he results of the experimental design indicate that the merchandise that faces declining trend in demand and short supply can have the most cost saving by adopting downward substitution. On the other hand, the enterprise that used two-way substitution policy should pay attention to the cost raising as the demand falls. Through raising the stock level of high-level merchandise, the customer needing for the low-level spare parts can be met by the higher-level spare parts to prevent stocking too many low-level merchandises which the demand is going to decline.口試委員會審定書……………………………………………………..i謝……………………………………………………………………..ii文摘要………………………………………………………………...iiibstract…………………………………………...……………………..iv目錄………………………………………………………………….viii表目錄…………………………………………………………………viii第一章 緒論…………………………………………………………….1 1.1 研究動機………………………………………………………1 1.2 研究目的……………………………………………………….3 1.3 研究範圍與限制………………………………………………4 1.4 研究架構……………………………………………………….4 1.5 論文架構……………………………………………………….6二章 文獻回顧與探討………….………...…………………………7 2.1 存貨理論…………………………………………….…………7 2.1.1 存貨的目的………….………………………………………7 2.1.2 存貨種類……………………………………………………8 2.1.3 存貨規劃相關成本……..……………………………………9 2.1.4 基本存貨規劃模型介紹……..………………………………10 2.1.5 維修備品存貨……………..….……………………………13 2.2 市場需求下降……………………………………….………14 2.3 需求替代……..……………………………………….………15 2.3.1 單向替代………….…………………..……………………15 2.3.2 雙向替代……….……………………..……………………16 2.4 小結……..…………………………………………….………16三章 專業維修商維修備品存貨模型之建立…………………..…19 3.1 產業商業模型介紹………………………………….………..19 3.1.1 個人電腦產業保固維修模式………….………….…………19 3.1.2 維修備品替代之維修服務………………...…………………20 3.1.3 備品投入庫存系統之模式……..…………..……………...…21 3.2 多期可替代維修備品存貨規劃模型建立…….…....………..22 3.2.1 模型假設………….…………………………….…………22 3.2.2 模型架構與參數註解……………………..…………………23 3.2.3 輸入參數說明……..…………..………...…………..…...…23 3.2.4 決策變數說明.…….………………….…..……………...…24 3.2.5 引申變數說明.…….………………….…..……………...…24 3.2.6 模型說明…………..….……...…………..……………...…25 3.2.7 多期可替代維修備品存貨規劃模型…………..….……......…26 3.3 模型困難度與解決方法……………………….…....………..29四章 模型情境模擬與分析……………………………………..…31 4.1 個案公司維修貨品控貨模式……………………….………..31 4.2 維修貨品之需求下降市場………………………….………..32 4.3 實驗設計說明……………………………………….………..33 4.3.1 一般參數設計………….………………..……….…………34 4.3.2 情境參數設計……………………...…….…………………35 4.4 實驗設計結果與分析………………………………………...37 4.4.1各式情境下本研究模型與只採用水平雙向替代模型之成本差異分 析……………………………………………………………………37 4.4.2各式情境下本研究模型之成本與替代數量比分析…………..…39 4.5 小結…………………………………………………………...42五章 結論與未來研究方向……………………………………..…44 5.1 研究結論…………………………………………….………..44 5.1.1 本研究結論……………………………..……….…………44 5.1.2 結論貢獻……………...……...…………….………………45 5.2 研究限制…………………………………………….………..45 5.2 未來研究方向……………………………………….………..46考文獻…………………………………………………………….….47application/pdf433510 bytesapplication/pdfen-US保固維修服務產品替代需求下降after-sale servicetwo-way substitutiondeclining demandthesishttp://ntur.lib.ntu.edu.tw/bitstream/246246/178525/1/ntu-98-R96546004-1.pdf