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D公司售后服务备件物流模式实施分析
时间:2011-02-27 浏览次数:7118次 无忧论文网
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物流工程
服务备件物流服务备件物流
    随着经济全球化以及市场竞争的日益激烈,售后服务已经成为让客户满意,赢得客户的关键,是企业关注的焦点。良好的售后服务系统是建立在有效的备件物流运作的基础之上的。备件物流的有效运作能够保证售后维修服务的顺利进行,企业的售后承诺成功实现可以提高现有客户的忠诚度,并增加客户再次购买的可能性。而通过一体化预测、计划,优化网络,有效的备件物流可以在提高服务相应速度的同时降低企业运营成本。本论文从提高备件物流运作效率出发,分别就D公司现有第三方物流模式下的备件物流系统存在的问题和D公司正在实施的第四方物流战略进行了介绍和分析。本论文共分4章来进行研究。在第1章,介绍了一些主要概念,包括备件物流、第三方物流、第四方物流等等,并指出了有效备件物流的意义。在第2章,详细介绍了D公司售后服务现状和现有第三方物流模式下的备件服务系统。重点分析了现有备件物流系统存在的问题并指出相应的努力方向。在第3章里,首先通过比较第三方物流和第四方物流,强调了实施第四方物流的必要性。接着就D公司目前正在实施的第四方物流备件物流战略进行了重点介绍,并提出一套物流服务的评估标准,进行了详细的分析。最后对于实施第四方物流存在的风险以及D公司所采取的风险防范措施进行了介绍。在第4章,对本文的分析研究进行总结并指出存在的不足和未来研究的方向。 [英文摘要]:     Along with the economy globalization and acute market competitions, after-sale service, enterprises’ key business focus, has become the main way towards customer satisfaction and business development. Good after-sale service operation depends on efficient spare part logistics. Highly efficient spare part supply chain enables the successful completion of after-sale service operation. And the fulfillment of after-sale service results in the increase of customer loyalty and repeat purchase possibility. With the deployment of integrative forecast and planning, optimized network, efficient spare part supply chain improve service response rate while keeping the operation at a low cost level.With the objective of improving spare part logistic efficiency, this dissertation lucubrates on issues of D company’s existing Third Party Logistics (3PL) model spare part logistics and it’s deploying Forth Party Logistics (4PL) model spare part logistics. In Chapter 1, we introduce the key concepts of spare part logistics, 3PL and 4PL, highlighting the significance of efficient spare part logistics. In Chapter 2, we present D company existing service operation and its 3PL model spare parts logistics. We also focus on issues analysis of existing spare part logistics and the potential solutions. In Chapter 3, we first emphasize the necessity of the deployment of 4PL by comparing 4PL model with 3PL model. Then we introduce D company’s deploying 4PL model in details, put forward a system of logistics service evaluation and have an in-depth discussion. After that we have our attention on D company’s 4PL deployment risk management, including risk analysis and risk response measure. In last Chapter 4, we make summary of the research of this dissertation and present the deficiencies and the direction for further research.    
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