供應鏈服務站集中與分散設計模式之研究

Abstract

本論文針對供應鍊管理之場站設施規劃決策過程，提出理論研究與實際作法之比較，並特別針對場站設施集中與分散模式之相關成立費用及操作成本與服務品質在客戶需求之時間反應做研究。在理論部分，作者就傳統的供應鍊管理理論、設施位置模式理論、以及商業交易區域理論的基礎上，建構場站設施規劃決策過程之重要因子間的關係探討，以實證個案研究法進行，並實際藉由一家規模與知名兼具的國際快遞公司在亞洲的基本設站模式與作者工作負責領域之一的南韓首爾為例做輔證，以求得場站設施擴展時，操作成本與服務品質間的綜合參考與決策模式。 作者參考並引申公司實際數據，應證所討論決策過程理論之重點：設施集中與分散對服務品質在客戶需求之時間反應之關係，推導出重要決策因子。市場成長率與投資報酬率關係到場站設施的規模與位置以及服務時間，並直接影響供應鍊管理的競爭力。 本文亦可以做為成長中市場(如中國大陸)設置供應鍊管理設施位置模式之參考。作者已經處理文中涉及商業敏感資料，以保護所屬企業之重要商業交易利益。

The presented papers are to use those available Supply Chain Management (SCM) theories to decide centralization and decentralization (difference in the numbers of service location in a defined market and territory) of facility network design and service location in an international express company (providing premier time-definite, customs-cleared, door-to-door express delivery service to more than 220 countries and territories) and develop them into a reference guideline for facility planning in emerging markets. The author used empirical case study method to investigate the location determination process. Key factors are provided and analyzed in this study to show how to decide numbers of service stations in order to reach balance point of service quality and profit. Furthermore, the author also sets out to develop a guideline for SCM firms to design facility network and size in the real business world in order to reach balance of operation cost effectiveness (in unit cost per express package) and service level (from the hard service angle; import delivery and export pickup response time). The research is based on a historical data from the STB Express Company in developing Asian market in the past 10 years and a case study in Korea from the author’s working company. The author believes that the balance between cost and service is important to SCM companies’ competitiveness. The purpose of this study is to provide SCM companies an effective way in determining and planning the service centers (or stations) in the emerging express market. The author has made necessary protection on confidential information from his working company in this study.