| 摘要: | 近十年來，個人電腦市場已進入高度成熟而且競爭激烈的階段，然而企業電腦市場可預期在未來仍有不錯成長機會。隨著客戶服務需求不斷提升，資訊委外服務也越來越普及。資訊委外公司要能成功面對市場上的挑戰、有效提升公司形象，就必須思考整個產品生命週期中所需對面對並解決的問題，而在服務方面加強。承擔電腦硬體維修的委外服務有幾項關鍵成功因素—維修零件備品供應、維修速度、服務方式、維修人工等等，其中以備品運籌管理的效率影響最為深遠。
本研究以服務提供商S公司為標的，分析其備品運籌管理作法，並針對其問題和機會，提出一個新的改善模式。本研究所提出的新作法，主要是從原有單一總倉庫，改為多個倉庫，同時藉由資訊系統的建置，達成一個虛擬總倉的作法。加上配套的跨倉庫調撥的物流服務，在管理面只需要針對一個虛擬總倉進行管理。另外，並針對部分零件進行零庫存的作法。新方案藉由加快維修效率，提昇服務品質，以增進顧客滿意度，在面對市場強力的競爭與淘汰機制中，持續提升競爭力，希望建立差異化以成為提升在產業中的競爭力。
In the past decade, the personal computer market has entered a highly mature and severely competitive stage. However, the corporate computer market is expected to have considerable growth in the foreseeable future. With the escalating demand for customer services, IT outsourcing services have gained substantial popularity. In order for a service provider to successfully meet market challenges and effectively enhance the company’s image, it is necessary to think about the entire life cycle and the required activities to face and solve problems. It has to enhance its service levels. For the hardware maintenance services, there are several key success factors – availability of spare parts, maintenance speed, service model, maintenance personnel and so on. Among these, the efficiency of spare parts logistics is the most important issue.
This study attempts to provide the target service provider, Company S, with an improved spare parts logistics model, by analyzing its current practices, and tackle the problems. Currently, all spare parts are stored in one single warehouse. This study proposes to expand into multiple warehouses, and integrate them into a “virtual main warehouse” through an information system. This is coupled with a mechanism to move parts around the various physical warehouses, that makes it possible to conceptual treat them as one. In addition, certain parts that fit a stringent specification can be managed with the “zero inventory” concept. The proposed practice can speed up maintenance, improve service quality, and potentially improve customer satisfaction. Hence, Company S may build up differentiation in the highly competitive market, and continually improve its competitiveness. |
