a公司售后服务零配件库存管理方案探讨

上海交通大学硕士学位论文A公司售后服务零配件库存管理方案探讨姓名：施少磊申请学位级别：硕士专业：工商管理指导教师：徐丽群20091115A08A3AAAABCATHERESEARCHOFACOMPANYSERVICEDEPARTMENTFORSPAREPARTSINVENTORYCONTROLIMPROVEMENTABSTRACTNowinChinaHome-appliancesindustryisintheprocessofreconstruction,producersanddistributorsarefacingfiercecompetition.Asaleadingcompanyinwhitehome-applianceindustry,Ahassufferedfromlowmarketsharerateinthepasttenyears.Thisthesisfocusesonsparepartsinventorycontrolproblemsofservicedepartment,whichprovidesseveralsuggestionstobothimproveservicequalityandlowerstocklevel.Thefirstchaptershowsagrosssummaryofhome-applianceindustryinChina:developingstatusofthisindustryandproblemsinlogisticsaspect,whichshowtheresearchbackgroundandtarget.Thesecondchapterbringsagriefdescriptionofthebusinessprocess,organizationstructure,serviceKPIsofservicedepartmentofAcompany;whichalsopointsoutseveralinventoryproblemsofsparepartsbusinessandmakessomeanalysisontheseproblems.Thethirdandfourthchaptersprovidelogisticsolutionstoservicesparepartsbusinessonhowtooptimizebusinessprocess,decreasebadeffectionscausedbyinaccuratesalesforecast.ThefifthchaptercreatesamodelforthirdpartylogisticssupplierselectiononthebasisofAHPanalysis.TheSixthchapterputsforwardseveralpracticalsuggestionsinordertomakemeasuresgoonwheels.TheseventhchaptermakessomeconclusionsonthelogisticstheoryapplicationsinsparepartsinventorycontrolforservicedepartmentofAcompany.Keyword:Service,Spareparts,InventorycontrolMBAA11108081-111Figure1-1HomeAppliancesRetailGrowthvs.SocialGoodsRetailGrowth072.3801-2MBAA212Figure1-2WashingMachineProductionGrowthchangesince20001-313Figure1-3WashingMachineRetailGrowthChange0798%1-4MBAA3142007Figure1-4Tumbling-boxWashingMachineMarketShare200780%152005-2006Figure1-510FamousEnterpriseMarketShare(2005-2006)121.2.1MBAA4122,1238%10%24%2%3%51020%MBAA513AAABCAMBAA614AABC16Figure1-6ResearchStructureoftheThesisMBAA7A21AA19111991AC12040000A(WorldwideExcellenceSystem)19955AB1996375005500551998A80A2500AA142.6%465022AAMBAA82212-121AFigure2-1ACompanyServiceOrganizationChart222MBAA9A2-222Figure2-2ServiceBusinessFlowChart223MBAA10ARegionalmanager4TAR18Partswarehouse4+1Callcenter4engineer7Calltaker50+1ChinawestChinaNorthChinaeastChinasouthScopeofBusinessThewholeafterservicedepartmentisdividedintofourregionsincludingtheeast,thesouth,thewestandthenorth.Accordingly,thereare18FSCwhichmanagethe400ASCwith1000+maintenanceengineers.23Figure2-3ScopeofServiceBusiness418440010002-3MBAA1124Figure2-4SparePartsGrossLogisticsFlowchart4002-4MBAA122245072-12187.32%6.15%11.12%3.50%1.12%2-111.12%MBAA132.3231MBAA14A600070010800152-2220894619710501812246197105177134619710517911046197140028214619740178913A3007235C3003187C3003214C30367410C30376211C30430320C3043514C30443320C30486110C3049166MBAA156023223212-525Figure2-5PurchaseBasicFlowChart2322MBAA16,2323AAAMBAA17A31,,AAMBAA18ABCABCBCA()32ABC321MBAA19ABC32.2ABCABCABCABCABCabcABCABCABC18791951ABC19511956ABC1963ABCABCABC80208020ABCABCMBAA20ABCABCABC060A6085B85100CMBAA2132.3ABC31ABC13565,250,000RMB72.68%72.68%A1562350,000RMB4.85%77.53%2370470,000RMB6.51%84.03%B7371,153,000RMB15.96%100.00%C60257,223,000RMB100.00%ABC324ABCA37ABC3-2ABC9A8011B1517C5ABMBAA2232ABC146197105181140008032000014.64%14.64%24619704117935008529750013.61%28.26%3C300336150018828200012.90%41.16%44619710619918000221760008.05%49.22%54219285064449000171530007.00%56.22%6461971401658000161280005.86%62.07%7461971083567000181260005.77%67.84%8461970422905000251250005.72%73.56%94619714020112000101200005.49%79.05%A10C303131150003450002.06%81.11%114619704224550008400001.83%82.94%124619704108180045360001.65%84.59%1346197042235200016320001.46%86.05%1446197105010135009315001.44%87.49%1546197042105200015300001.37%88.87%16C304433200015300001.37%90.24%1746197041088220012264001.21%91.45%18461971050181120002240001.10%92.55%19C30528460038228001.04%93.59%204619704104345005225001.03%94.62%B214619704217850035175000.80%95.42%224619704230530005150000.69%96.11%234619704110570021147000.67%96.78%2446197105179130004120000.55%97.33%25C30032160002120000.55%97.88%264219285133618001296000.44%98.32%27VBL4619710688512500375000.34%98.66%28C304861700856000.26%98.92%294619710503414001352000.24%99.15%30461970420892000240000.18%99.34%31461971400283000130000.14%99.47%32C302202600530000.14%99.61%33461971050071800324000.11%99.72%34C304916700321000.10%99.82%3546197042310500315000.07%99.89%36C300327500315000.07%99.95%37421928506392500210000.05%100.00%1338002185300CMBAA2333ABC09ABC31Figure3-1PurchaseFlowChart(Improved)32AB95%5%C3-1MBAA24A41411Ft=(At-1+At-2+At-3+…+At-n)/nFt--n--At-1--MBAA25At-2,At-3At-nn412A90%07SR11.26%9.2%4-141SR2007720078200792007102007112007127300920011700149001680018900822950118314151601173511.26%10.33%10.11%9.50%9.53%9.18%2008120082200832008420085200862010022300249002730030500332001887205822792492279530529.39%9.23%9.15%9.13%9.16%9.19%8.95%9.00%9.05%9.10%9.15%9.20%9.25%9.30%9.35%9.40%9.45%20081200822008320084200852008641200816SRFigure4-1SRserieswasherrepairingratechange(2008-1to2008-6)4-1SR200816MBAA260.3%,WF15075042WF1507WF1507C78910481990500