企業服務據點及資源最適化研究 —以台灣資訊服務業為例

Abstract

企業服務據點的設點選擇是公司的重要營運決策，本研究以台灣資訊服務業的系統整合商為例，在目前市場的競爭情形下，研究該系統整合商目前服務據點設置情形，所研究目標的公司其客戶服務地點範圍涵蓋全台灣，客戶種類包括流通業連鎖商家：便利超商、連鎖餐飲店，政府公營單位：中華郵政各地郵局、台鐵各地火車站，地方金融機構：各地農、漁會、信用合作社等共計14766服務地點。 本論文研究，依據研究目標公司現況12服務據點設置情形，匯整三年客戶服務次數及客戶地點資訊，探討目標公司目前12個服務地點設置，公司所需營運的各式成本狀況，並以維持目標公司總服務員工數及交通資源方式不變情形下，達成所服務客戶的資訊系統及設備維修的服務時限要求，運用作業研究方法建立數學模型，尋求服務據點重新配置的可能性，以達總營運成本最佳化目的。 本論文研究目標尋求：重新設置目標公司服務據點的數量及位置，使其每一服務據點，涵蓋最大可服務客戶數量及範圍，預期降低目標公司總營運成本，達到目標公司服務據點設置整體資源最佳化；未來，本論文之研究及模型，能於目標公司所服務客戶地點、數量、範圍變更時，適時提出重新調整服務據點設置及資源配置的決策建議，維持最佳企業決策效率及商業競爭力。

The selection of enterprise service hubs locations is an important decision for company's operation. This study takes a system integrator (SI) in Taiwan IT industry as an example. Under the current market competition, we study the SI Company current service hubs distribution and related performance figures. Their service areas cover entire Taiwan Island, and their customers include chain merchants (convenience stores, supermarkets, and restaurants), government departments (China Post offices and Taiwan Railway stations), and local financial units (agriculture and fisheries associations). These customers have total 14766 locations require the SI Company’s services. This paper is based on the target company's current 12 service hubs to collect related services records and customer locations information for a period of three years. To maintain the number of employees and transportation resources at the same level, the optimization suggestions should also meet the customer service level agreement (SLA). This paper will leverage operational research method to build up a mathematical model and suggest service hubs relocation to optimize total operating cost. The objectives of the thesis are to resolve the location selection problem. Each service hub can cover the maximum number of customers and is expected to reduce the total operating cost. When the customer’s locations (total number and places) are changed, the results and the model of the study can still propose service hub relocation/adjustment alternatives to help the SI Company maintain the best efficiency and competitive advantages in the market.