委外保固契約下維修代理商服務時間之最適化研究__臺灣人文及社會科學引文索引資料庫

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題名：	委外保固契約下維修代理商服務時間之最適化研究
書刊名：	臺大管理論叢
作者：	陳彥年／蔣明晃
作者(外文)：	Chen, Yen-nien／Chiang, David M.
出版日期：	2008
卷期：	19:1
頁次：	頁187-211
主題關鍵詞：	售後維修服務；服務水準協議；非線性規劃；Post-sale service；Service level agreement；Nonlinear programming
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:0 點閱:27

本研究在考量維修代理商有利可圖情況下，探討品牌商主導情形下維修代理商以品牌商所定的最高可接受維修服務時間與最低可接受服務水準為準據，制定最佳的維修服務時間，並透過模式求解，輔以敏感度分析來瞭解服務水準協議中重要參數改變對於最佳維修服務時間與利潤之影響。研究結果顯示：(1) 若品牌商制定的最高可接受維修服務時間大於最佳維修服務時間，則維修代理商會重新擬定最佳維修服務時間以使本身利潤最大化；(2) 若品牌商願意用相對較高的獎勵措施來鼓勵維修代理商縮短其維修服務時間，且品牌商要求最低可接受服務水準較寬鬆的話，則維修代理商的最佳維修服務時間會愈短，利潤會愈高；(3) 在商品失效率和維修服務率同時變化且相等時，兩者與利潤呈正向關係，但對最佳維修服務時間決策沒有顯著影響。

以文找文

This study intends to derive an optimal repair service time under these constraints of maximum acceptable repair service time and minimum acceptable repair service level set by branders when branders have strongly bargaining power. Finally, the sensitivity analysis of parameters on optimal repair service time and corresponding profit are also performed. Our results show that (1) service providers need to reset maximal acceptable repair service time of customers to maximize its profit if repair service time constraint set by branders is longer than optimal repair service time. (2) optimal repair service time of service providers is shorter and profit is higher if the minimum acceptable repair service level set by branders is looser given that the brander provides incentive mechanism to encourage service providers to shorten its repair service time. (3) when failure rate and repair service rate are the same, both will be positively correlated to profit, but no significant implication is explored between both rates and optimal repair service time.

以文找文

期刊論文
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11.	Garg, A.、Deshmukh, S. G.(2006)。Maintenance Management: Literature Review and Directions。Journal of Quality in Maintenance Engineering，12(3)，205-238。
12.	Bahl, R.(2004)。Outsourcing, Reliability, and IT: When Will the Three Meet?。Public Utilities Fortnightly，142(9)，59-62。
13.	Jack, N.、Murthy, D. N. P.(2004)。Warranty Servicing Strategies to Improve Customer Satisfaction。IMA Journal of Management Mathematics，15(2)，111-124。
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16.	Menon, M. K.、McGinnis, M. A.、Ackerman, K. B.(1998)。Selection Criteria for Providers of Third-party Logistics Services: An Exploratory Study。Journal of Business Logistics，19(1)，121-137。
17.	Neely, A.(1999)。The Performance Measurement Revolution: Why Now and What Next?。International Journal of Operations & Production Management，19(2)，205-228。
18.	Yallof, J.、Morgan, C.(2003)。Beyond Performance Standard: How to Get the Most from Your Outsourcing Relationship。Benefits Quarterly，19(3)，17-22。
19.	Blumberg, D. F.(1999)。Strategic Examination of Reverse Logistics & Repair Service Requirements, Needs, Market Size, and Opportunities。Journal of Business Logistics，20(2)，141-159。
20.	Buczkowski, P. S.、Hartmann, M. E.、Kulkarni, V. G.(2005)。Outsourcing Prioritized Warranty Repairs。International Journal of Quality & Reliability Management，22(7)，699-714。
21.	Beaumont, N.(2006)。Service Level Agreements: An Essential Aspect of Outsourcing。The Service Industries Journal，26(4)，381-395。
22.	Martin, H. H.(1997)。Contracting out Maintenance and a Plan for Future Research。Journal of Quality in Maintenance Engineering，3(2)，81-90。
23.	Leahy, S. E.、Murphy, P. R.、Poist, R. F.(1995)。Determinants of Successful Logistical Relationships: A Third-party Provider Perspective。Transportation Journal，35(2)，5-13。
24.	Block, H. W.、Borges, W. S.、Savits, T. H.(1988)。A General Age Replacement Model with Minimal Repair。Naval Research Logistics，35(5)，365-372。
25.	Nguyen, D. G.、Murthy, D. N. P.(1986)。An Optimal Policy for Servicing Warranty。The Journal of the Operational Research Society，37(11)，1081-1088。
26.	Proschan, F.(2000)。Theoretical Explanation of Observed Decreasing Failure Rate。Technometrics，42(1)，7-11。
27.	Bashyam, S.、Fu, M. C.(1998)。Optimization of (s, S) Inventory Systems with Random Lead Times and a Service Level Constraint。Management Science，44(12)，243-256。
28.	Johnson, L. K.(2006)。Successful Business Process Outsourcing。MIT Sloan Management Review，47(2)，5-6。
29.	Vaidyanathan, G.(2005)。A Framework for Evaluating Third-party Logistics。Communications of the ACM，48(1)，89-94。
30.	Sheu, S. H.、Yu, S. L.(2005)。Warranty Strategy Accounts for Bathtub Failure Rate and Random Minimal Repair Cost。Computers and Mathematics with Applications，49(7/8)，1233-1242。
31.	Jack, N.、Murthy, D. N. P.(2001)。A Servicing Strategy for Items Sold under Warranty。Journal of the Operational Research Society，52(11)，1284-1288。
32.	Opp, M.、Glazebrook, K.、Kulkarni, V. G.(2005)。Outsourcing Warranty Repairs: Dynamic Allocation。Naval Research Logistics，52(5)，381-398。
33.	Sobel, M. J.(2004)。Fill Rates of Single-stage and Multistage Supply Systems。Manufacturing & Service Operations Management，6(1)，41-52。
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37.	Johnson, T.(2005)。Ten Steps to a Winning SLA。Journal American Water Works Association，97(11)，80-83。

研究報告
1.	Opp, M.、Adan, I.、Kulkarni, V. G.、Swaminathan, J. M.(2003)。Outsourcing Warranty Repairs: Static Allocation。0。

學位論文
1.	Choi, K. S.(2003)。Service level guarantee in Capacitated Supply Chains(博士論文)。Georgia Institute of Technology，Atlanta, GA。
2.	Biedenweg, F. M.(1981)。Warranty Analysis: Consumer Value vs Manufacturers Cost，Stanford, CA。
3.	高余杰(2006)。考量事前維修服務委託契約下維修商最適化備品供給率模型，0。延伸查詢

圖書
1.	Ross, S. M.(1993)。Introduction to Probability Models。Introduction to Probability Models。San Diego, CA：John Wiley and Sons, Inc.。
2.	Blischke, W. R.、Murthy, D. N. P.(1994)。Warranty Cost Analysis。New York, NY：Marcel Dekker。
3.	Oblicore(2004)。Best Practices and Trends in Service Level Management and Its Outsourcing Compliance Monitoring。Columbia, SC：Oblicore。

圖書論文
1.	Browne, M.、Allen, J.(2001)。Logistical Outsourcing。Handbook of Logistics and Supply-chain Management。Oxford, UK：Pergamon Press。

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