医疗器械A公司售后服务备件的分类

发布时间：2018-05-16 02:10

本文选题：医疗器械 + 售后服务　；参考：《复旦大学》2013年硕士论文

【摘要】：在医疗器械行业蓬勃发展的今天,售后服务不仅关系到患者的健康和安全,也关系到医疗器械厂商的竞争。备件作为售后服务的保障性物资,其管理水平直接影响着售后服务的水平、客户满意度、企业的成本、利润,因而在售后服务中占有举足轻重的地位,必须得到恰当的管理。备件管理的研究方向主要体现在备件分类、预测、信息化、报废、库存控制与治理六个方面,而备件分类是另外五个研究方向的基础,备件的分类是否合理将直接决定了库存管理模型是否可靠。因此,本文选定服务备件分类作为研究对象。本文总结了医疗器械行业售后服务的内容和流程,并概括了服务备件的特点,用以说明备件应用的环境和场景,以及备件分类、模型构建所需考虑的因素。接着,通过对几种备件分类法的分析,并基于A医疗器械企业的售后服务情况,结合医疗器械行业服务备件的特点,本文选取备件关键程度、订货提前期、需求频率三个参数,构建了满足稳定性、代表性、可量化、可操作性、可持续改进等原则的服务备件重要性CLF评估模型。根据该评估模型计算出服务备件重要性指标。参照经典的ABC分类法,本文将计算出的服务备件重要性指标按照数值从大到小排序,划分不同的区间,定义出了相应的ABC备件库存分类,同时给出了各类服务备件的库存管理建议。最后,本文通过算例计算和结果分析,得出了CLF模型所得到的ABC分类结果比传统ABC分类结果对实际的库存管理操作更具有指导性的结论。本文中所构建的模型和定义的分类方法虽然是针对A企业的,但对其他医疗器械企业或其他对售后服务水平有较高要求的企业也具有一定的参考价值。
[Abstract]:With the rapid development of medical device industry, after-sales service is not only related to patients' health and safety, but also to the competition of medical device manufacturers. Spare parts as the safeguard material after service, its management level directly affects the level of after-sales service, customer satisfaction, enterprise costs, profits, so it plays a pivotal role in after-sales service, and must be properly managed. The research direction of spare parts management is mainly reflected in the following six aspects: spare parts classification, prediction, informatization, scrapping, inventory control and management, while spare parts classification is the basis of the other five research directions. Whether the classification of spare parts is reasonable or not will directly determine the reliability of inventory management model. Therefore, this paper chooses the service spare parts classification as the research object. This paper summarizes the content and flow of after-sales service in medical device industry, and summarizes the characteristics of service spare parts, which is used to explain the environment and scene of spare parts application, as well as the classification of spare parts, and the factors to be considered in the construction of model. Then, through the analysis of several kinds of spare parts classification, and based on the after-sales service situation of A medical device enterprise, combined with the characteristics of medical equipment industry service spare parts, this paper selects three parameters: the key degree of spare parts, the lead time of ordering, the demand frequency. The CLF evaluation model of the importance of service spare parts is constructed, which satisfies the principles of stability, representativeness, quantification, maneuverability and sustainable improvement. According to the evaluation model, the importance index of service spare parts is calculated. Referring to the classical ABC classification, the importance index of service spare parts is sorted according to the value from large to small, and the corresponding ABC spare parts inventory classification is defined. At the same time, the stock management suggestions of various service spare parts are given. Finally, through the example calculation and result analysis, this paper draws the conclusion that the ABC classification result obtained by CLF model is more instructive than the traditional ABC classification result to the actual inventory management operation. Although the model and the classification method defined in this paper are aimed at enterprise A, it has some reference value for other medical device enterprises or other enterprises with higher requirements for after-sales service.
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F416.4

【参考文献】