請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/28731
完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 蔣明晃(Ming-Hung Chiang) | |
dc.contributor.author | Yen-Nien Chen | en |
dc.contributor.author | 陳彥年 | zh_TW |
dc.date.accessioned | 2021-06-13T00:19:53Z | - |
dc.date.available | 2007-07-31 | |
dc.date.copyright | 2007-07-31 | |
dc.date.issued | 2007 | |
dc.date.submitted | 2007-07-27 | |
dc.identifier.citation | 高余杰,2006,「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」,國立台灣大學商學研究所未出版之碩士論文。
Amini, M. M., Retzlaff-Roberts, D. & Bienstock, C. C., 2005. Designing a reverse logistics operations for a short cycle time repair services, International Journal of Production Economics, 96:367-380. Bahl, R., 2004. Outsourcing, reliability, and IT: when will the three meet?, Public Utilities Fortnightly, 142(9):59-62. Barlow, R. E. & Hunter, L. C., 1960. Optimum preventive maintenance policies, Journal of the Operational Research Society of America, 8:90-100. Bashyam, S. & Fu, M. C., 1998. Optimization of inventory systems with random lead times and a service level constraint, Management Science, 44(12):243-256. Beaumont, N., 2006. Service level agreements: an essential aspect of outsourcing, The Service Industries Journal, 26(4):381-395. Biedenweg, F. M., 1981. Warranty analysis: consumer value vs manufactures cost, Unpublished Ph. D. Thesis, Stanford University, Stanford, CA. Blischke, W. R. & Murthy, D. N. P., 1994. Warranty cost analysis, Marcel Dekker, New York Block, H. W., Borges, W. S. & Savits, T. H., 1988. A general age replacement model with minimal repair, Naval Research Logistics, 35:365-372. Blumberg, D. F., 1999. Strategic examination of reverse logistics & repair service requirements, needs, market size, and opportunities, Journal of Business Logistics, 20(2):141-159. Boland, P. J., 1982. Periodic replacement when minimal repair costs vary with time, Naval Research Logistics Quarterly, 29(4):541-546. Browne, M. & Allen, J., 2001. Logistics out-sourcing, in Brewer, A.M., K.J. Button, D.A. Buczkowski, P. S., Hartmann, M. E. & Kulkarni, V. G., 2005. Outsourcing prioritized warranty repairs, International Journal of Quality & Reliability Management, 22(7):699-714. Choi, K. S. 2003. Service level guarantee in capacitated supply chains. Unpublished doctoral dissertation, Georgia Institute of Technology, Atlanta, U.S.A. Clickman, T. S. & Berger, P. D., 1976. Optimal price and protection period decisions for a product under warranty, Management Science, 22:1381-1390. Djamaludin, I., Murthy, D. N. P. & Wilson, R. J., 1994. Quality control through lot sizing for items sold with warranty, International Journal of Production Economics, 33:97-107. Garg, A. & Deshmukh, S. G., 2006. Maintenance managements: literature review and directions, Journal of Quality in Maintenance Engineering, 12(3):205-238. Hill, A. V., Hays, J. M. & Naveh, E., 2000. A model for optimal delivery time guarantees, Journal of Service Research, 2(3):254-264. Hong, J., Chin, A. T. H. & Liu, B., 2004. Logistics outsourcing by manufacturers in china: a survey of the industry, Transportation Journal, 43(1):17-25. Jack, N. & Murthy, D. N. P., 2004. Warranty servicing strategies to improve customer satisfaction, IMA Journal of Management Mathematics, 15(2):111-124. Jack, N. & Van der Duyn Schouten, F., 2000. Optimal repair-replace strategies for a warranted product, International Journal of Production Economics, 67:95-100. Johnson, L. K., 2006. Successful business process outsourcing, MIT Sloan Management Review, 47(2):5-6. Johnson, T., 2005. Ten steps to a winning SLA, American Water Works Association, 97(11):80-83. Karmarkar, U. S., 1978. Future cost of service contracts for consumer durable goods, AIIE Transactions, 10(4):380-387. Leahy, S. E., Murphy, P. R. & Poist, R. F., 1995. Determinants of successful logistical relationships: a third-party provider perspective, Transportation Journal, 35(2):5-13. Lynch, C. F., 2004. Why outsource, Supply Chain Management Review, 8(7):44-51. Martin, H. H., 1997. Contracting out maintenance and a plan for future research, Journal of Quality in Maintenance Engineering, 3(2):81-90. Menon, M. K., McGinnis, M. A. & Ackerman, K. B., 1998. Selection criteria for providers of third-party logistics services: an exploratory study, Journal of Business Logistics, 19(1):121-137. Misra, R. B., 2004. Global IT outsourcing: metrics for success of all parties, Journal of Information Technology Cases and Applications, 6(3):21-34. Murthy, D. N. P. & Asgharizadeh, E., 1999. Optimal decision in maintenance service operation, European Journal of Operational Research, 116(2):259-273. Murthy, D. N. P., Solem, O. & Roren, T., 2004. Product warranty logistics: issues and challenges, European Journal of Operational Research, 156:110-126. Nakagawa, T. & Kowada, M., 1983. Analysis of a system with minimal repair and its application to a replacement policy, European Journal of Operational Research, 12:176-182. Neely, A. D., 1999. The performance measurement revolution: why now and where next, International Journal of Operation and Production Management, 19(2):205-228. Nguyen, D. G. & Murthy, D. N. P., 1984. A general model for estimating warranty costs for repairable products, IIE Transactions, 16:379-385. Nguyen, D. G. & Murthy, D. N. P., 1986. An optimal policy for servicing warranty, The Journal of the Operational Research Society, 37(11):1081-1088. Oblicore, 2004. Best practices and trends in service level management and its outsourcing compliance monitoring, Columbia, SC: Oblicore. Opp, M. & Adan, I., 2003. Outsourcing warranty repairs: static allocation, Technical Report, University of North Carolina, Chapel Hill. Opp, M., Glazebrook, K. & Kulkarni, V. G., 2005. Outsourcing warranty repairs: dynamic allocation, Naval Research Logistics, 52:1-18. Ploetner, O. & Ehret, M., 2006. From relationships to partnerships—new forms of cooperation between buyer and seller, Industrial Marketing Management, 35:4-9. Proschan, F. 2000. Theoretical explanation of observed decreasing failure rate, Techometrics, 42(1):7-11. Quinn, J. B., 2000. Outsourcing innovation: the new engine of growth, Sloan Management Review, 41(4):13-28. Ross, S. M., 1993. Introduction to probability models (5th ed.), Academic Press, San Diego. Sheu, S. H., 1993. A generalized model for determining optimal number of minimal repairs before replacement, European Journal of Operations Research, 69:38-49. Sheu, S. H. & Yu, S. L., 2005. Warranty strategy accounts for bathtub failure rate and random minimal repair cost, Computers and Mathematics with Applications, 49:1233-1242. Smith, W. L. & Leadbetter, M.R., 1963. On the renewal function for the weibull distribution, Technometrics, 5(3):393-396. Sobel, M. J., 2004. Fill rates of single-stage and multistage supply systems, Manufacturing & Service Operations Management, 6(1):41-52. Vaidyanathan, G., 2005. A framework for evaluating third-party logistics, Communications of the ACM, 48(1):89-94. Yallof, J. & Morgan, C., 2003. Beyond performance standards: how to get the most from your outsourcing relationship, Benefits Quarterly, 3:17-22. | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/28731 | - |
dc.description.abstract | 隨著經營環境的競爭愈大與微利化時代趨勢的來臨,近期已有愈多品牌商運用售後維修服務之差異化策略來創造競爭優勢與增加利潤,而且實務上售後維修服務已發展到品牌商委外予第三方維修代理商進行商品(例如,手機)維修服務。品牌商在委外過程中,會與維修代理商簽定服務水準協議,而維修代理商在符合服務水準協議內容規範前提下,可從縮短維修服務時間、採用不同維修服務策略與延伸商品保固年限等作法來提升本身績效。
本論文在考量維修代理商有利可圖情況下,探討品牌商主導情形下維修代理商以品牌商所定的最高可接受維修服務時間、最低可接受服務水準與獎勵措施為準據,選定某一種維修服務策略(例如,小修維修服務策略、置換與小修混合維修服務策略),透過模式構建與求解制定最佳的維修服務時間,以使本身利潤最大化,並輔以敏感度分析來瞭解服務水準協議中重要參數改變對於最佳維修服務時間與利潤之影響,最後,探討在此兩種維修服務策略下維修代理商應擇定實施何種維修服務策略以使本身最有利。 本論文研究結果為:(1)若品牌商制定的最高可接受維修服務時間大於最佳維修服務時間,則維修代理商會重新擬定最佳維修服務時間以使本身利潤最大化;(2)品牌商提供獎勵措施以鼓勵維修代理商縮短其維修服務時間時,需以非線性的獎勵函數且與維修服務時間有關才具有其效果;(3)若品牌商願意用相對較高的獎勵措施來鼓勵維修代理商縮短其維修服務時間,且品牌商要求最低可接受服務水準較寬鬆的話,則維修代理商的最佳維修服務時間會愈短,利潤會愈高;(4)在商品失效率和維修服務率同時變化且相等時,兩者與利潤呈正向關係,但對最佳維修服務時間決策沒有顯著影響;(5)若每次置換服務成本與每次小修服務成本比值小於某一固定數值,則維修代理商須選擇置換與小修混合維修服務策略進行失效商品維修服務以使本身利潤最大化,若大於的話,維修代理商選擇小修維修服務策略較有利。 | zh_TW |
dc.description.abstract | Many branders have utilized post-sale service as a tool to increase profit and build up their competitive advantage as the business faces fiercely competition in recent years. Based on current practices of branders, for example in mobile phone industry, branders now more often outsource their post-sale service of failure products to some repair service providers by signing service level agreement (SLA). These repair service providers may shorten repair service time, adapt different repair service strategy, or extend their service warranty period to improve their business performance based on the premise of service level agreement which must be satisfied.
This study intends to derive an optimal repair service time under these constraints of maximum acceptable repair service time and minimum acceptable repair service level set by branders when branders have strongly bargaining power. Finally, the sensitivity analysis of parameters on optimal repair service time and corresponding profit are also performed. Our results show that (1)service providers need to reset maximal acceptable repair service time of customers to maximize its profit if repair service time constraint set by branders is longer than optimal repair service time. (2)the incentive function set by branders must be with repair service time. (3)optimal repair service time of service providers is shorter and profit is higher if the minimum acceptable repair service level set by branders is looser given that the brander provides incentive mechanism to encourage service providers to shorten its repair service time. (4)when failure rate and repair service rate are the same, both will be positively correlated to profit, but no significant implication is explored between both rates and optimal repair service time. (5)service providers choose mixed repair service strategy to maximize its profit if the ratio (replacement service cost/repair service cost) is less than , otherwise, they use repair service strategy to repair failed items. | en |
dc.description.provenance | Made available in DSpace on 2021-06-13T00:19:53Z (GMT). No. of bitstreams: 1 ntu-96-D87741008-1.pdf: 499180 bytes, checksum: 5c18cd0953078b3a9fc94427550baafa (MD5) Previous issue date: 2007 | en |
dc.description.tableofcontents | 口試委員審定書------------------------------------------------------○
致謝----------------------------------------------------------------一 中文摘要------------------------------------------------------------二 英文摘要------------------------------------------------------------四 論文目錄------------------------------------------------------------六 圖目錄--------------------------------------------------------------八 表目錄--------------------------------------------------------------九 符號說明----------------------------------------------------------一○ 第一章 緒論----------------------------------------------------------1 第一節 研究動機---------------------------------------------------1 第二節 研究目的---------------------------------------------------2 第三節 論文結構---------------------------------------------------3 第二章 文獻探討------------------------------------------------------6 第一節 委外保固維修-----------------------------------------------6 第二節 服務水準協議-----------------------------------------------9 第三節 維修服務策略----------------------------------------------10 第四節 可靠度相關理論--------------------------------------------10 第五節 文獻小結--------------------------------------------------11 第三章 品牌商主導情形下維修代理商實施小修維修服務策略---------------14 第一節 情境與問題描述--------------------------------------------14 第二節 模式構建與求解--------------------------------------------15 第三節 數值分析與敏感度分析--------------------------------------25 第四節 管理上意涵------------------------------------------------33 第五節 本章結論--------------------------------------------------34 第四章 品牌商主導情形下維修代理商實施混合維修服務策略---------------36 第一節 情境與問題描述--------------------------------------------36 第二節 模式構建與求解--------------------------------------------36 第三節 數值分析與敏感度分析--------------------------------------47 第四節 管理上意涵------------------------------------------------50 第五節 本章結論--------------------------------------------------51 第五章 結論、建議與未來研究方向-------------------------------------53 第一節 結論與建議------------------------------------------------53 第二節 未來研究方向----------------------------------------------56 參考文獻------------------------------------------------------------58 | |
dc.language.iso | zh-TW | |
dc.title | 委外保固契約下維修代理商服務時間之最適化模式研究 | zh_TW |
dc.title | Service Time Optimization Models for Outsourcing Warranty Repair | en |
dc.type | Thesis | |
dc.date.schoolyear | 95-2 | |
dc.description.degree | 博士 | |
dc.contributor.oralexamcommittee | 黃崇興,林進財,林我聰,徐世輝,蔡明志 | |
dc.subject.keyword | 售後維修服務,服務水準協議,非線性規劃,小修維修服務策略,置換與小修混合維修服務策略, | zh_TW |
dc.subject.keyword | post-sale service,service level agreement,nonlinear programming,minimal repair service strategy,mixed repair service strategy, | en |
dc.relation.page | 61 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2007-07-27 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 商學研究所 | zh_TW |
顯示於系所單位: | 商學研究所 |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-96-1.pdf 目前未授權公開取用 | 487.48 kB | Adobe PDF |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。