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題名：產品保證對可維修產品維修策略的影響
作者：陳明郁 引用關係
作者(外文)：Ming-Yuh Chen
校院名稱：國立臺灣科技大學
系所名稱：工業管理系
指導教授：葉瑞徽
學位類別：博士
出版日期：2004
主題關鍵詞：保證策略；置換策略；預防保養；Warranty；Replacement Policy；Preventive Maintenance
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本論文探討產品保證對可維修產品維修策略的影響。隨著消費者意識的日益昇高，產品保證已成為買方衡量產品價值的重要環節之一。對於可維修產品而言，其失效往往導致重要系統無法正常運作，影響工作任務之遂行，並造成買方可觀的成本負擔。故賣方於產品失效時所提供之產品保證，顯然是一種對於買方最為直接有效的回饋而深具意義。雖然實務上賣方提供產品保證已行之有年，但一般傳統之維修策略文獻，大多在未考慮保證維修服務的前提下進行分析研究，全面性地探討產品保證對維修策略的影響卻仍不多見。基於以上因素，本論文針對可維修產品，以保證策略對於傳統維修策略之影響為主題，分別以買方與賣方觀點考慮附保證產品之維修策略問題而討論如下：
1. 就買方觀點而言，不管賣方是否提供產品保證，為使產品功能有效運作，避免不當的資源浪費，通常會制定適當的年齡置換策略或定期置換策略，以達成產品使用之最佳效益。而賣方有否提供產品保證事實上對長期累積的維修總成本影響至鉅，完全忽略這一項成本的變動對買方最佳維修策略的制定將可能形成嚴重偏差。因此本論文將分別進行具免費置換保證及免費小修保證之維修類型的最佳策略研究，藉由引入產品保證的因素，探討買方如何建構新的成本模式與求解最佳策略，再與各類型之傳統模式就理論性質與數值範例作一綜合比較。
2. 就賣方觀點而言，由於良好的售後維修服務可為買方帶來極大的便利，因此本論文提出主動維護保證策略，期能以賣方主動為買方實施產品定期保養的方式，同時達成便利買方又降低賣方保證期間之維修服務成本的雙贏局面。一般之相關研究中大都將每次保養成本與小修成本假設為固定常數，或對預防保養程度不作任何限制。但實務上，保養成本除了與保養程度有關外，還可能受保養時產品狀態的影響；又產品可保養程度通常也具有上限而無法保養至任意程度。因此本論文將分別建構成本與年齡相關及預防保養程度具有上限的主動維護保證成本模式，分析不同狀況下最佳策略的結構及性質，並藉由這些性質提供有效的演算法尋求包括最佳保養程度、保養次數、及保養時機等決策變數的最佳主動維護保證策略，使得總期望保證成本最低。
This thesis investigates the impact of product warranty on the maintenance policy for repairable products. Along with the rapid increase of consumer consciousness, product warranties have been a vital part for users to evaluate the value of products. In some cases, the failure of certain repairable products incurred system breakdowns, terminated work process and increased considerable cost on buyers. Obviously, product warranty provided by sellers is important for buyers to avoid such loss. However, the appreciation of warranty efficiency is neglected in most studies of traditional maintenance policies. Thus, the optimal maintenance policies and relative analysis of the warranted repairable products are discussed based on buyers’ and sellers’ viewpoints respectively as follows:
1. In buyers’ viewpoints, when repairable products are purchased one at a time, the age and periodic replacement policies are usually adopted as the decision rule of replacement. The cost structure depends on the terms of free-replacement and free-repair warranty and the optimal strategies minimizing the long-run expected cost rate are constructed, which are then compared with the results of the traditional replacement policies through some theoretical analysis and numerical examples.
2. In sellers’ viewpoints, well-founded post-sale maintenance policies will satisfy consumers in various respects. To reduce product failures, preventive maintenance warranty (PMW) policies are widely adopted in practice, especially when the product is complex and/or expensive. For most PMW policies discussed in the literature, there is a basic assumption that the cost of each maintenance action is constant. However, the cost of a maintenance action is varied as the age of repairable products increases in general. And in practice, there usually exist some resource constraints in performing a preventive maintenance action for deteriorating products. Therefore, two general warranty cost models for repairable products are established in this study to derive the optimal PMW policies such that the expected total warranty costs are minimized.
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