摘要
售后服务的差异性已经成为工程机械制造商确立市场地位和赢得市场竞争优势的尖锐利器。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。一般情况下,能否及时地供应服务备件直接决定了企业能否及时地为客户产品提供保养和维修服务。
本文以工程机械设备制造商C公司在中国的售后备件物流运作为研究对象,结合企业所处工程机械行业的背景,深入剖析C公司目前的售后备件物流的优缺点,重点剖析出了售后备件物流存在的问题和产生的原因。然后对分析出的三方面六个问题提出解决优化的方案。(1)分析备件需求预测的影响因素,针对各因素的不同特点而使用的两类方法,继而提出了预测数据集中式收集和加大人力和资金等要素投入的具体解决方案。(2)针对备件库存结构不合理等问题,首先提出了改进的基于故障统计分析和客户重要性的备件分类法,然后依据分类建立了多级库存,不同类别的备件存储在对应级别的仓库中并提出了更有效的备件库存控制策略。(3)规范了备件供应渠道,同时将订单分类并划分了订单处理的优先级,采取有力措施鼓励服务供应商和分公司等之间进行横向补货。
在优化方案提出以后,本文针对本方案在企业实施最终效果进行了定性预期分析和客观评价。
Perfect after-sale service has become a sharp weapon for construction machinery manufacturers to establish market position and win market competition. However, good after-sale service system is built based on. effective spare parts logistics operation Under normal circumstances, timely supply of spare parts service directly determines whether enterprises are able to provide maintenance and repair services for customers' products in a timely manner or not.
This paper is researching on after-sale spare parts logistics in construction machinery equipment manufacturer—C company in China, referencing the construction machinery industry background, analyzing the encountered practical problems in spare parts logistics operation mode, and providing solutions on C company' spare parts logistics problems and key link of spare parts supply. Then, based on the above analysis it puts forward the optimization solution, which is also the focus of this paper.(1) It analyzes the impact factors of spare parts demand forecasting. And then, according to the different characteristics of each factor, and it uses the two methods to forecast the demand. It proposes the prediction data centralized collection and strengthening the human resources and capital investment.(2) In the light of problems like that spare parts inventory structure is unreasonable, first it improves the method to classify spare parts according to the statistical analysis of failures and the importance of customer classification, and then on the basis of the classification it establishes multistage inventory, that is, different categories of spare parts is stored in a corresponding level of warehouse and puts forward more effective spare parts inventory control strategy.(3) At last, it standards parts supply channels, and at the same time sets different order processing priority, takes effective measures to encourage the transverse replenishment between service providers and branches.
After the optimization scheme was put forward, the author gives a qualitative forecast analysis and objective evaluation of the ultimate effect of the plan implementation in the enterprise.
引文
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