服务备件物流系统运作模式研究
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摘要
服务备件物流是一种以保证备件及时有效供应为目的,从而为企业的正常运作和产品售后服务提供支持的综合性物流活动。服务备件物流的良好运作,可以提高企业的售后服务水平,并有助于培养客户的忠诚度、降低企业服务备件运营成本,从而问接地为企业创造利润。
本文介绍了服务备件物流的基本概念及其在企业实际运营中的运作现状和存在的问题,分析了其与产成品物流系统的区别,并介绍了服务备件物流对于企业发展的战略意义。针对服务备件物流系统的特殊性,从服务备件的采购、库存管理、客户服务、物料特征、物流运输等几个方面进行了详细的特性分析,为后续的深入研究奠定基础。
本文研究了基于库存管理ABC分类法的改进方法,打破了仅依靠部件价值分类的基本原则。基于该改进的分类方法,根据各个类别的服务备件的特点,研究应用相适应的库存策略;基于产品生命周期的采购策略的分析,在产品生命周期的各个阶段采用相适合的采购策略。
根据服务备件库存控制系统的特点,研究应用二级库存控制系统对服务备件库存进行控制,建立了相应的模型,用遗传算法进行求解,并举出算例进行结果验证。
Logistics of service spare parts is a collective logistic activity which supports the smooth daily operation and after-sale service of a business entity, with the purpose of ensuring the on-time delivery of service spare parts. With the help of an efficient service spare parts logistic system, a business can benefit from an improved after-sale service, better built customer loyalty and a lowered cost of maintaining the spare parts, which indirectly would eventually lead to a higher level of profitability.
First of all, this article begins with an introduction of the concept of service spare parts logistics, as well as the drawbacks of current relevant situation in the real business operations. It also shows an analysis of the logistic difference between service spare parts and the finished products, which indicate the strategic importance of service spare parts logistics. Then the paper continues with a thorough analysis of uniqueness and specialty of service spare parts logistics from a number of aspects, which includes, but not limit to, service spare parts purchase, inventory management, customer service, materials features and transportation. All these together build up a solid foundation for a more detailed presentation thereafter.
Secondly, based on the "ABC" approach of inventory management, this article presents a new improved method which is different from the traditional one-categorizing spare parts by their bearing value. According to the new approach, an inventory strategy, which focuses mainly on the various features of different service spare parts, has also been introduced. Furthermore, this article shows a research of a creative purchasing strategy which operates accordingly with the different stages of the products' life circle.
Last but not least, according to the uniqueness of service spare parts inventory controlling system, the controlling process with a secondary inventory system is thoroughly researched. It shows the process and principle of modeling, search the results with Genetic Algorithm and sample result testing.
本文介绍了服务备件物流的基本概念及其在企业实际运营中的运作现状和存在的问题,分析了其与产成品物流系统的区别,并介绍了服务备件物流对于企业发展的战略意义。针对服务备件物流系统的特殊性,从服务备件的采购、库存管理、客户服务、物料特征、物流运输等几个方面进行了详细的特性分析,为后续的深入研究奠定基础。
本文研究了基于库存管理ABC分类法的改进方法,打破了仅依靠部件价值分类的基本原则。基于该改进的分类方法,根据各个类别的服务备件的特点,研究应用相适应的库存策略;基于产品生命周期的采购策略的分析,在产品生命周期的各个阶段采用相适合的采购策略。
根据服务备件库存控制系统的特点,研究应用二级库存控制系统对服务备件库存进行控制,建立了相应的模型,用遗传算法进行求解,并举出算例进行结果验证。
Logistics of service spare parts is a collective logistic activity which supports the smooth daily operation and after-sale service of a business entity, with the purpose of ensuring the on-time delivery of service spare parts. With the help of an efficient service spare parts logistic system, a business can benefit from an improved after-sale service, better built customer loyalty and a lowered cost of maintaining the spare parts, which indirectly would eventually lead to a higher level of profitability.
First of all, this article begins with an introduction of the concept of service spare parts logistics, as well as the drawbacks of current relevant situation in the real business operations. It also shows an analysis of the logistic difference between service spare parts and the finished products, which indicate the strategic importance of service spare parts logistics. Then the paper continues with a thorough analysis of uniqueness and specialty of service spare parts logistics from a number of aspects, which includes, but not limit to, service spare parts purchase, inventory management, customer service, materials features and transportation. All these together build up a solid foundation for a more detailed presentation thereafter.
Secondly, based on the "ABC" approach of inventory management, this article presents a new improved method which is different from the traditional one-categorizing spare parts by their bearing value. According to the new approach, an inventory strategy, which focuses mainly on the various features of different service spare parts, has also been introduced. Furthermore, this article shows a research of a creative purchasing strategy which operates accordingly with the different stages of the products' life circle.
Last but not least, according to the uniqueness of service spare parts inventory controlling system, the controlling process with a secondary inventory system is thoroughly researched. It shows the process and principle of modeling, search the results with Genetic Algorithm and sample result testing.
引文
[1]GB/T 18354-2001物流术语.中国物资流通协会物流技术经济委员会,2001.
[2]Sherbrooke C.METRIC:A multi-echelon technique for recoverable item control,Operations Research 16(1968),122-141.
[3]UPS Whitepaper Cornertones of Post-sales Service Excellence
[4]崔益明、朱道立.服务备件物流研究[J].物流技术,2004(3):14-16.
[5]Edward Frazelle.Supply Chain Strategy,McGraw-Hill Education,2001,180-186.
[6]徐扬光.设备工程程与管理[M].上海:华东理工大学出版社,1999
[7]R Moore.Establishing an inventory management program[J].Plant Engineer.1996(3):113-116.
[8]P Flint.Too much of a good thing:Better inventory management could save the industry millions while improving reliabitity[J].Air Transport World,1995(32):103-106.
[9]C C Sherbrooke.Multi-echelon inventory systems with lateral supply[J].Naval Research Logistics,1992(39):29-40.
[10]M A Cohen,P R Kleindorfer,H L Lee.Optimal stocking policy for low usage items in multi-echelon inventory systems[J].Naval Research Logistics,1992(39):561-577.
[11]辞海编辑委员会.辞海 工程技术分册(上)[M].上海:上海辞书出版社,1978:176-176.
[12]付勇、蔡正倩.备件物流运作初探[J].中国物流与采购,2002(22):28-30.
[13]孙健.汽车业:创新并非一切.环球企业家,2004(3).
[14]陈武、张丽满.售后服务管理研讨—制造行业(家电、高科技制造、汽车),汉普管理咨询(中国)有限公司研究报告.
[15]W.J.Kennedya,J.Wayne Pattersonb,Lawrence D.Fredendallb.An overview of recent literature on spare parts inventories.International Journal of Production Economics 76(2002):201-215.
[16]Morris A Cohen,Yusheng Zheng,Vipul Agrawal,Service parts logistics:A benchmark analysis,HE Transactions 29(1997):627-639.
[17]陈凌青.如何发展我国的公路快件运输业[J].综合运输,2003(2):36-40.
[18]D.M.Lambert,M.C.Cooper,J.D.Pagh.Supply chain management:Implementation issues and research opportunities,The international Journal of Logistics Management.1998(9):1-13.
[19]J.D.Patton Jr.,H.C.Feldmann,Service Parts Handbook,The Solomon Press,New York,1997.
[20]W.H.Bleuel,J.D.Patton,Jr.,Service Management:Principles and Practices,3rd edition,Instrumental Society of America,USA,1994.
[21]D.K.Orsburn.Spare Management Handbook,McGraw Hill,New York,1991.
[22]B.E.Flores,D.C.Whybark.Implementing multiple criteria ABC analysis,Engineering Costs&Production.1989(15):191-195.
[23]V.Gupta,T.Rao.On the M/G/1 machine interference model with spares,European Journal of Operational Research.1996(89):164-171.
[24]W.K.Haneveld,R.H.Teunter.Optimal provisioning strategies for slow moving spare parts with small lead times,Journal of The Operational Research Society.1997(48):184-194.
[25]Morris Cohen,Hau Lee,etc.OPTIMIZER:IBM's Multi-Echelon Inventory System for Managing Service Logistics,INTERFACES 20(1990):65-82.
[26]Ruud H.Teunter,Leonard Fortuin.End-of-life service,International Journal of Produciton Economics.1999(59):487-497.
[27]梁广涛、王天虹,备件库存分类方法探讨[J].建设机械技术与管理,1999(5):27-29.
[28]于俭.多因素ABC管理法[J].铁道物资科学管理,1996(3):12-14.
[29]孟燕萍、王建、张文杰.基于产品生命周期的备件物流的采购策略研究[J].物流技术,2005(10):64-66,77.
[30]启笛.市场生命周期和市场开拓发展[J].发展研究,1997(5).
[31]谢永珍.产品生命周期阶段的市场策略[J].经营管理者,1997(7).
[32]M.A.H.Ikhwan,F.A.Burney.Maintenance in Saudi industry,International Journal of Operations and Production Management.1994(14):70-80.
[33]W.Kennedy.Maintenance inventories:System concepts and application realities,Proceedings of the International Maintenance Conference,Chicago,IL,1986.
[34]J.W.Mamer,S.A.Smith.Optimizing field repair kits based on job completion rate,Manament Science.1982(28):1328-1333.
[2]Sherbrooke C.METRIC:A multi-echelon technique for recoverable item control,Operations Research 16(1968),122-141.
[3]UPS Whitepaper Cornertones of Post-sales Service Excellence
[4]崔益明、朱道立.服务备件物流研究[J].物流技术,2004(3):14-16.
[5]Edward Frazelle.Supply Chain Strategy,McGraw-Hill Education,2001,180-186.
[6]徐扬光.设备工程程与管理[M].上海:华东理工大学出版社,1999
[7]R Moore.Establishing an inventory management program[J].Plant Engineer.1996(3):113-116.
[8]P Flint.Too much of a good thing:Better inventory management could save the industry millions while improving reliabitity[J].Air Transport World,1995(32):103-106.
[9]C C Sherbrooke.Multi-echelon inventory systems with lateral supply[J].Naval Research Logistics,1992(39):29-40.
[10]M A Cohen,P R Kleindorfer,H L Lee.Optimal stocking policy for low usage items in multi-echelon inventory systems[J].Naval Research Logistics,1992(39):561-577.
[11]辞海编辑委员会.辞海 工程技术分册(上)[M].上海:上海辞书出版社,1978:176-176.
[12]付勇、蔡正倩.备件物流运作初探[J].中国物流与采购,2002(22):28-30.
[13]孙健.汽车业:创新并非一切.环球企业家,2004(3).
[14]陈武、张丽满.售后服务管理研讨—制造行业(家电、高科技制造、汽车),汉普管理咨询(中国)有限公司研究报告.
[15]W.J.Kennedya,J.Wayne Pattersonb,Lawrence D.Fredendallb.An overview of recent literature on spare parts inventories.International Journal of Production Economics 76(2002):201-215.
[16]Morris A Cohen,Yusheng Zheng,Vipul Agrawal,Service parts logistics:A benchmark analysis,HE Transactions 29(1997):627-639.
[17]陈凌青.如何发展我国的公路快件运输业[J].综合运输,2003(2):36-40.
[18]D.M.Lambert,M.C.Cooper,J.D.Pagh.Supply chain management:Implementation issues and research opportunities,The international Journal of Logistics Management.1998(9):1-13.
[19]J.D.Patton Jr.,H.C.Feldmann,Service Parts Handbook,The Solomon Press,New York,1997.
[20]W.H.Bleuel,J.D.Patton,Jr.,Service Management:Principles and Practices,3rd edition,Instrumental Society of America,USA,1994.
[21]D.K.Orsburn.Spare Management Handbook,McGraw Hill,New York,1991.
[22]B.E.Flores,D.C.Whybark.Implementing multiple criteria ABC analysis,Engineering Costs&Production.1989(15):191-195.
[23]V.Gupta,T.Rao.On the M/G/1 machine interference model with spares,European Journal of Operational Research.1996(89):164-171.
[24]W.K.Haneveld,R.H.Teunter.Optimal provisioning strategies for slow moving spare parts with small lead times,Journal of The Operational Research Society.1997(48):184-194.
[25]Morris Cohen,Hau Lee,etc.OPTIMIZER:IBM's Multi-Echelon Inventory System for Managing Service Logistics,INTERFACES 20(1990):65-82.
[26]Ruud H.Teunter,Leonard Fortuin.End-of-life service,International Journal of Produciton Economics.1999(59):487-497.
[27]梁广涛、王天虹,备件库存分类方法探讨[J].建设机械技术与管理,1999(5):27-29.
[28]于俭.多因素ABC管理法[J].铁道物资科学管理,1996(3):12-14.
[29]孟燕萍、王建、张文杰.基于产品生命周期的备件物流的采购策略研究[J].物流技术,2005(10):64-66,77.
[30]启笛.市场生命周期和市场开拓发展[J].发展研究,1997(5).
[31]谢永珍.产品生命周期阶段的市场策略[J].经营管理者,1997(7).
[32]M.A.H.Ikhwan,F.A.Burney.Maintenance in Saudi industry,International Journal of Operations and Production Management.1994(14):70-80.
[33]W.Kennedy.Maintenance inventories:System concepts and application realities,Proceedings of the International Maintenance Conference,Chicago,IL,1986.
[34]J.W.Mamer,S.A.Smith.Optimizing field repair kits based on job completion rate,Manament Science.1982(28):1328-1333.