考量事前維修服務委託契約下：維修商最適化備品供給率模型

Abstract

在現代工業通用零件、模組化與技術快速複製的特性下，僅以產品功能做為企業核心競爭力的時代已經無法滿足消費者；另一方面，由於市場競爭激烈、消費者意識的覺醒與顧客滿意度要求的提升，促使消費者對於產品的銷售後服務更形重視，由顧客端將產品退回製作端的逆向物流服務成為廠商競爭勝出的關鍵。 然而，近來愈來愈多企業為專注於發展自身核心競爭優勢，逐漸將維修服務外包予代理商或第三方專業維修業者負責。尤其在台灣通訊產品手機產業中，維修保固服務的維修時效、保固期間長短與維修品質已成為是消費者在選擇手機代理商時重要的評估準則，因而也更成為通訊產品代理商彼此爭奪客源與廣告行銷的主要訴求。 基此，本研究參考學者對於保固維修服務契約之相關研究，並結合台灣通訊產品手機產業商業模式與保固維修服務運作系統，建立一維修商多期存貨備品模型與維修商最低可承受事前契約備品供給率模型，並透過情境因子設定實驗設計分析探討影響維修商備品供給率、維修服務產能與總利潤的重要因子及其效果。 由分析結果得到維修商面對不同的維修服務型態、產品銷售型態、品質異常最大容忍範圍與維修物料超額最大容忍範圍，皆會對維修商最適事前契約備品供給率與總利潤造成影響。其中維修服務型態的改變會導致維修服務需求出現於不同的保固責任期間，同時與其他因子產生交互作用，對維修商最適備品供給率、維修服務產能與總利潤皆產生重大影響。另一方面，透過對多期維修備品存貨模型的分析，可以瞭解維修商於承接維修服務委託契約時備品供給率的合理空間，同時估計出額外提供保固期間的增支成本，使得維修商瞭解如何在承接維修服務委託契約時，透過瞭解市場產品外在條件與契約機制設定，爭取合理的利潤空間。

In recent years, enterprises begin to focus on after-sales service as another competition advantage, such as warranty contract, product upgrade, and repair service. In the past, the repair service almost is provided by manufacturer itself. But since more and more enterprises want to focus on their core competence, nowadays, more and more manufacturers authorize repair service to the distributors and third-party repair service providers. Indeed, on Taiwan, mobile phone manufactures often outsource their repair service to third-party repair service providers. Unfortunately, the researchers in the past put more attention on the strategic issues in repair service without considering the interaction between manufacturer and repair service provider. Thus, in this research, we bring the issues of repair service providing contract into consideration, and examine how the related parameters affect repair servicecontract and repair service provider’s reaction. At first, a multi-period inventory linear programming model for repairing materials is constructed. Next, experimental design is developed to analyze how total repair service cost, goodwill cost, repair service capacity, and repair material providing rate are affected when service provider faces different types of expected product service rate, expected product sales pattern, quality extraordinary acceptable range and material oversupply acceptable range. From the results of analysis, we find that expected product service rate, expected product sales pattern, quality extraordinary acceptable range and material oversupply acceptable range have the greatest impact on total service provider profit and repair material providing rate, while the expected product service rate affects most. We could also observe that the expected product service rate and expected product sales pattern have influence in the level of allocated repair service capacity. Furthermore, through the analysis of repair inventory model, we could construct the feasible range of repair material providing rate while service provider takes the repair service authorized contract, and also the extra cost could be estimated as service provider offer additional warranty contract for strategic meanings. Thus, service provider could truly understand how the product characteristics and service contract have impact on repair service provider’s profit, in order to gain competitive advantage.