L公司服务备件计划方法研究

发布时间：2018-03-25 14:33

本文选题：手机行业　切入点：售后服务　出处：《华中科技大学》2015年硕士论文

【摘要】：随着移动通信产品科技的快速发展,手机行业的竞争日趋激烈,规模化生产的优势被不断崛起的厂商所淡化,产品同质化越来越严重,靠产品异质化取胜的竞争策略已不复存在,于是完美的售后服务质量已经上升为企业立足的根本,手机售后服务的竞争也越来越激烈。本文通过对L公司服务备件现状的分析,了解到L公司售后服务客户满意度居业界之首,但如此好的服务绩效却是以高昂的服务备件库存作为代价换取的。服务备件成本是服务成本的主要组成部分,如何在提高物料命中率的前提下,降低库存,提升备件计划预测的准确性,在服务品质和服务成本之间取得平衡,达到“零”欠料和“零”库存的终极目标,是本文研究的重点。文章以案例研究为基础,采用累计平均法、定性和定量相结合的需求预测方法,借鉴了ABC库存管理的先进科学方法,分析了故障率等曲线趋势,通过实际案例总结出一套适用的备件计划方法和模型。备件预测作为备件体系健康运作的源头,研究预测方法具有重要意义,但没有任何一个模型可以解决所有预测问题。要做到真正的预测无偏差,则需要不断的总结经验,持续优化备件方法,建立强大的备件需求及库存监控体系。本文对手机服务备件计划方法的研究,不仅是L公司进行需求预测的依据,对业内所有品牌企业都具有重大意义。研究结论丰富了需求预测领域的内容,希望备件预测方法模型的不断研究与优化促进整个手机售后服务产业的健康发展。
[Abstract]:With the rapid development of the technology of mobile communication products, the competition in the mobile phone industry is becoming more and more fierce. The advantage of large-scale production is desalinated by the rising manufacturers, and the homogeneity of the products becomes more and more serious. The competitive strategy of winning by product heterogeneity no longer exists, so the perfect after-sales service quality has been raised to the base of the enterprise, and the competition of mobile phone after-sales service is becoming more and more fierce. This paper analyzes the present situation of service spare parts in L Company. We know that after service customer satisfaction of L company ranks first in the industry, but such good service performance is at the cost of high service spare parts inventory. Service spare parts cost is the main component of service cost, How to reduce the inventory, improve the accuracy of the forecast of spare parts planning, balance the service quality and service cost, and achieve the ultimate goal of "zero" shortage and "zero" stock under the premise of improving the hit ratio of materials. Based on the case study, the paper uses the cumulative average method, qualitative method and quantitative method to predict the demand, and draws lessons from the advanced scientific method of ABC inventory management, and analyzes the trend of the failure rate curve. A set of applicable spare parts planning methods and models are summarized through practical cases. As the source of the healthy operation of spare parts system, it is of great significance to study the prediction methods. But no single model can solve all forecasting problems. In order to achieve true prediction without deviation, it is necessary to continuously sum up experience and continuously optimize spare parts methods. To establish a strong spare parts demand and inventory monitoring system. The research of spare parts planning method in mobile phone service is not only the basis of L company to forecast the demand, It is of great significance to all brand enterprises in the industry. The research conclusion enriches the content of demand forecasting field. It is hoped that the continuous research and optimization of spare parts prediction method model will promote the healthy development of the whole after sales service industry of mobile phone.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F426.63

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