基于约束理论的汽车4S店运营策略研究

华中科技大学硕士学位论文基于约束理论的汽车4S店运营策略研究姓名：翁恒韶申请学位级别：硕士专业：管理科学与工程指导教师：赵振峰20080423I4S4S4S4S4S4SUDEsUDEsthreecloudprocess4SUDEs4S4SInjections4SIIAbstractBuildingthevehicledistributionchannelshasbecomeunprecedentedlyimportantbytheincreasinglyfiercecompetitionintheautomobilemarket.Asoneofthemainstreammodelsinthedomesticautomarket,the4Sstoreswhosufferallkindsofconflictsandpressuresarefacingfiercecompetitionandtheunprecedentedchallengesofsurvival.Someofthemevengobankrupt.Howtointegratethedownstreamofthesupplychainandmakethe4Sstoresgetoutoftheirpredicament?It’sanextremelyurgentproblemintheChineseautoindustrycurrently.Basedonthetheoryofconstraints,usingthesixtoolsofthinkingprocess,thethesishasanin-depthresearchonthe4Sstores.Theresearchresultsaboutthe4Sstoresandthinkingprocessarefirstlyreviewed.Thebasicideasofthetheoryofconstraints,thesixtoolsofthinkingprocessandthefocusingfivestepsusedinthedistributionsystemareintroducedrespectively.Afterthat,theresearchcontentsandmethodsareproposedbasedonthetheoryofconstraints.ThenwedefinedtheUndesirableEffectsaboutthe4Sstores,throughtheclassificationoftheUndesirableEffects,wegeneralizedthemintothreeaspects.Thenwebuilttheconflictcouldforeachaspect.Usingthe“three-cloudprocess”approach,wegeneralizedthethreeconflictcloudintothecoreconflictcloud.Basedonthecoreconflictcloud,webuiltthecurrentrealitytreeforthe4Sstores.Throughaseriesoftheaboveanalysis,wefoundthecoreconflictwhichledtheUndesirableEffectsoccurredandmadethe4Sstoresintrouble.Throughchallengingtheassumptionsinthecoreconflictcloud,weproposedthe“Injections”forthe4Sstores.Basedonthe“Injections”,webuiltthefuturerealitytree.Usingthetool---NegativeBranches,weexaminedthepossiblenegativeoutcomesresultedfromtheinjections.Usingthelasttwotools---theprerequisitetreeandthetransitiontree,weresearchedthewayhowtocausethechanges.Basedontheprerequisitetreeandthetransitiontree,weproposedthemethodtocalculatethetargetinventorylevel.Keywords:4Sstores;theoryofconstraints;thinkingprocess;coreconflictcloud_____111.1[1][2][3]4S[4]4SSaleSparepartServiceSurvey1998200324S[5]20062006768418004S7003004S4S4S4S4S4STOC/TPTOC4S4S4S1.21.2.1[6][7][8]J3[9][10]1.2.24S20044S4S4S14S[11]4S[12]4S4S[13]4S4S4S4S4S[14]4SSWOT4SPEST4S[15]4S44S[16]4S4S4S4S24S[17]4SSWOT4S4S4S[18]SWOTVRIO4S4S4S[19]4S4S4S4S4S4S4S5.[20]4S4S4S4S————4S[21]4C4C[22]SERVQUAL4SWY4S[23]4S4S4S1.2.316JMSCOGGINRJ.SEGELHORSTR.A.REID[27,46]TOC/TPTOC2Shams-urRahman[28]TogarM.SimatupangAlanC.WrightRamaswamiSridharan[29]TOCTOCTOC3RichardA.ReidFamesR.Cormier[30]2003TOCTPCCCCRTFRTNBR[31,32]LloydJ.TaylorIIIBeckiMurphyWilliamPrice[33]791.314S2TOC4S4STOCInjections4S34S4S4SUDEsthree—cloudprocess4S4SInjectionsNBR81.1UDEsInjections1.2.6.3.4S4.4S5.4S—922.1TOCTheoryofConstraints[24]20TOC[34]TOC/TOCTOC[35][36]102.2ThinkingProcessGoldrattTOC——[37]TP[26]NoreenDettmerTP[38,39][40]GoldrattCox[24]TOC[25][41,42]CurrentRealityTreeCoreConflictCloudFutureRealityTreeNegativeBranchPrerequisiteTreeTransitionTree1)11Injections2)UndesirableEffectsUDEsRootCausesCoreConflictCC3)DesirableEffectsDEsDEsUDEsFRTNegativeBranchNBR4)InjectionsInjectionsInjections5)12ObstacleIntermediateObjectiveIOIO6)ActionUDEsDEs2.12.32.3.1132.12.12.3.2——[43]——14——“”——TOC2/3[44]1534S3.14SUDEsUDEsUDEs4S4S4SUDEs14S1004S100015002000352ITDealerCommunicationSystemDCS16DealerManagementSystemDMSDCSDMSDCSDMSITIT“”ITIT34S“”4S44S54S4S50904S174S4S12064S4S4S4S142074S4S4S1000—20004S84S3.24S——————[45]ABCA3.1BDD′C18DD′DD′!1DB2D’C4SUDEsUDEs3.13.2.114SUDE234SABBD4S4SCDMS3.21A.B.1C.2D1D’2243193.23.2.22UDE1UDE7UDE84S4S1000—20004S——4S4S4S4S4SA.4SC.B.D’.D.AB1:AC:4SBD:CD’:204S4SA.4SC.B.D’.D.AB:4SAC:4SBD:CD’:4S3.33.2.334SUDE4UDE5UDE64SUDE4UDE5UDE64S214S4S4S33.4A.4SC.B.D’.D.AB:AC:BD:CD’:3.44STOCTOC4S4S4S3.2.44S22[47]BurtonHoulethree—cloudprocessUDEs4S84SAA4S4SBCDD′124S4S4S4S4S4Sthree—cloudprocess4S3.54SUDEs4SCRT23A.4SC.B.D’.D.A.4SC.B.D’.D.A.4SC.B.D’.D.A.4SC.B.D’D.AB1:AC:4SBD1:CD’:CC1CC2CC3CCC3.54S243.34S4S4S4S4SCRTUDEs4S4S90UDEsUDEs4S3.63.74S3.620034S1134S3.7114119120122123124UDE54S1264SUDE74S253.64S108D:112D’:1024S103110C:111113105B:1071061094S100A:4S101114From120P2263.7120UDE4114115117DMS1264S121124119UDE64S118UDE51284SUDE14SUDE74S1274S1301294S125123116DCSUDE2DCS/DMS122140UDE8150To105P12744S4.1InjectionsDesirableEffectsDEsDEsUDEsNegativeBranchNBR4S4.14SInjections4SInjection1Injection2Injection3Injection4A.4SC.B.D’.D.284STOCInjectionsInjections4S4.14.1InjectionsInjections1.2.3.4.[48]InjectionInjection2Injection29Injection4.2Injections1DCSDCSDMSDCSDMSInjection4S4SInjection[49]DMS/DCSUDE24S4S304.24S14.3Injections2201DMS/DCS202203DEDEDE204205DE2092122082134SInjection12074S2112062104S314S[50]Web4.4Injections3Injection33[51][52]4S324.44.44S24.5Injections44S301Injection2302DEDE3084S305306307303304334S4S4S4S10104S——4S4SDE4S4.5344.54S34.6InjectionsInjectionsInjectionsInjection24.64034S401402DE4SInjection44S4074S4044054S406408354.6Injection24.7Injection34S4.7Injection34SInjection23654S--5.1FRTPRTCCCPRTObstacleIntermediateObjectiveIOIOPRTFRTTTPRTInjection2PRT5.1375.14S5.2TTCRTFRTTTActionTTTPIO3IO4IO5IO1I