HW公司电信设备服务备件管理研究

发布时间：2018-02-28 21:07

本文关键词： 服务备件 ABC分类法 5Why分析法备件区域共享精益管理　出处：《西南交通大学》2012年硕士论文　论文类型：学位论文

【摘要】：服务备件不仅是电信设备商保障客户电信网络稳定运行的必要手段,其也有效地支持着电信设备商开展售后服务活动、履行售后服务承诺。而如今,服务备件逐步变成了电信设备商的新的利润点。因此,其支持品质的好坏直接影响客户对于电信设备商的信任,甚至是电信设备商自身的利润。为了研究如何在满足客户使用产品的满意度和攫取最大利润的前提下,有效降低企业备件库存成本及管理成本,本文以HW公司电信设备服务备件管理模式为研究对象,分别从备件库存管理、备件维修管理、备件采购管理、逆向物流管理四个方面进行了描述与分析,提出了HW公司服务备件管理的不足,并针对这些不足提出了相应的改善建议与实施方法,以期对HW公司服务备件管理的改善提供参考,同时对电信设备类的企业或其他高科技企业提供借鉴。通过对HW公司备件管理现状的深入探究,本文认为,对其存在的问题可以有针对性的进行解决。对于备件库存管理中需求预测不够准确导致的冗余备件过多和库存成本过高,以及存放不合理的情况,可以采用ABC分类法优化备件的储备及仓库存放地点,相关的需求预测流程以及基于泊松分布与正太分布的统计方法的应用可以提高需求预测的准确率,备件区域共享模型的应用能够进一步解决库存成本高的问题。对于备件维修管理中物流成本以及维修成本高的问题,通过采用多种维修方式互补的方式进行维修,可以降低全球范围内的维修投入；运用“5Why”方法的思路,以项目运作的模式可以改善维修中的高故障不重现率的问题；同时,建议采用维修外包的策略降低维修成本。对于备件采购管理中采购成本高的问题,以TOPSIS方法优化采购物料清单(BOM)的方式降低采购的成本和风险是可行的；而末次采购问题,通过建立客户满意度与企业订购成本之间的关系函数可以为HW公司某电信设备停产而服务须要继续维持时的备件采购需求提供参考。基于信息技术飞速发展的大背景,并结合HW公司服务备件管理现状,为进一步提高HW公司备件服务管理水平,有必要建立一种基于信息技术的备件精益管理模式,这需要构建用于客户与HW公司界面的备件服务交付系统。通过加强备件通用性、备件维修中心实现独立运营、加强一线备件计划能力等方式,可以解决在新形势下的HW公司服务备件管理面临的全球电信网络市场趋于饱和、电信网络的区域差异和网络标准多制式并存、服务备件业务外包所带来的管理挑战等问题。结果表明,不论是在理论上还是在实践中,相关方法的应用能够有效的改善HW公司服务备件管理中存在的问题。
[Abstract]:Service spare parts are not only the necessary means for telecom equipment providers to ensure the stable operation of customer telecommunication network, but also effectively support telecom equipment providers to carry out after-sales service activities and fulfill after-sales service commitments. Service spare parts have gradually become a new profit point for telecom equipment manufacturers. Therefore, the quality of their support directly affects the customers' trust in telecom equipment vendors. In order to study how to reduce the spare parts inventory cost and management cost of the enterprise effectively under the premise of satisfying the customer's satisfaction with using the products and seizing the maximum profit. This paper takes the management mode of telecommunication equipment service spare parts in HW Company as the research object, and describes and analyzes it from four aspects: spare parts inventory management, spare parts maintenance management, spare parts purchasing management, reverse logistics management, etc. This paper puts forward the deficiency of service spare parts management in HW Company, and puts forward corresponding suggestions and implementing methods to improve the management of service spare parts in HW Company in order to provide a reference for improving the management of service spare parts in HW Company. At the same time for telecommunications equipment type of enterprises or other high-tech enterprises to provide reference. Through the deep research on the present situation of spare parts management in HW Company, this paper holds that the existing problems can be solved pertinently, and the redundant spare parts and excessive inventory cost caused by insufficient demand forecast in spare parts inventory management can be solved. In the case of unreasonable storage, the ABC classification can be used to optimize the storage and storage location of spare parts. The application of the related demand forecasting flow and the statistical method based on Poisson distribution and orthodoxy distribution can improve the accuracy of demand prediction. The application of spare parts regional sharing model can further solve the problem of high inventory cost. Can reduce the global maintenance investment; use the "5Why" method to improve the problem of high failure failure rate in maintenance using project operation mode; at the same time, It is suggested that the maintenance outsourcing strategy should be adopted to reduce the maintenance cost. It is feasible to reduce the cost and risk of purchasing by optimizing the bill of materials (BOM) with TOPSIS method for the high purchasing cost in the purchasing management of spare parts, but for the last purchase, it is feasible to reduce the cost and risk of the purchase by optimizing the bill of materials (BOM). By establishing the relationship function between customer satisfaction and enterprise order cost, it can provide a reference for the purchasing demand of spare parts when a telecommunication equipment of HW company stops production and the service needs to be maintained. Based on the background of the rapid development of information technology, Combined with the present situation of service spare parts management in HW Company, it is necessary to establish a spare parts lean management mode based on information technology in order to further improve the service management level of spare parts in HW Company. This requires the construction of a spare parts service delivery system for the interface between the customer and HW Company. By enhancing the versatility of spare parts, the maintenance center of spare parts can operate independently, and the planning capacity of spare parts in the front line will be strengthened. It can solve the problems such as the global telecom network market is saturated, the regional difference of telecommunication network and multi-standard network standards coexist, and the management challenges brought about by service spare parts outsourcing in HW company under the new situation. The results show that the application of relevant methods can effectively improve the problems existing in the management of service spare parts in HW Company, both in theory and in practice.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626;F273.4;F224

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