本文選題：醫(yī)療器械 + 售后服務(wù)　； 參考：《復(fù)旦大學(xué)》2013年碩士論文

【摘要】：在醫(yī)療器械行業(yè)蓬勃發(fā)展的今天,售后服務(wù)不僅關(guān)系到患者的健康和安全,也關(guān)系到醫(yī)療器械廠商的競(jìng)爭(zhēng)。備件作為售后服務(wù)的保障性物資,其管理水平直接影響著售后服務(wù)的水平、客戶滿意度、企業(yè)的成本、利潤(rùn),因而在售后服務(wù)中占有舉足輕重的地位,必須得到恰當(dāng)?shù)墓芾怼?備件管理的研究方向主要體現(xiàn)在備件分類、預(yù)測(cè)、信息化、報(bào)廢、庫(kù)存控制與治理六個(gè)方面,而備件分類是另外五個(gè)研究方向的基礎(chǔ),備件的分類是否合理將直接決定了庫(kù)存管理模型是否可靠。因此,本文選定服務(wù)備件分類作為研究對(duì)象。 本文總結(jié)了醫(yī)療器械行業(yè)售后服務(wù)的內(nèi)容和流程,并概括了服務(wù)備件的特點(diǎn),用以說明備件應(yīng)用的環(huán)境和場(chǎng)景,以及備件分類、模型構(gòu)建所需考慮的因素。接著,通過對(duì)幾種備件分類法的分析,并基于A醫(yī)療器械企業(yè)的售后服務(wù)情況,結(jié)合醫(yī)療器械行業(yè)服務(wù)備件的特點(diǎn),本文選取備件關(guān)鍵程度、訂貨提前期、需求頻率三個(gè)參數(shù),構(gòu)建了滿足穩(wěn)定性、代表性、可量化、可操作性、可持續(xù)改進(jìn)等原則的服務(wù)備件重要性CLF評(píng)估模型。根據(jù)該評(píng)估模型計(jì)算出服務(wù)備件重要性指標(biāo)。參照經(jīng)典的ABC分類法,本文將計(jì)算出的服務(wù)備件重要性指標(biāo)按照數(shù)值從大到小排序,劃分不同的區(qū)間,定義出了相應(yīng)的ABC備件庫(kù)存分類,同時(shí)給出了各類服務(wù)備件的庫(kù)存管理建議。最后,本文通過算例計(jì)算和結(jié)果分析,得出了CLF模型所得到的ABC分類結(jié)果比傳統(tǒng)ABC分類結(jié)果對(duì)實(shí)際的庫(kù)存管理操作更具有指導(dǎo)性的結(jié)論。 本文中所構(gòu)建的模型和定義的分類方法雖然是針對(duì)A企業(yè)的,但對(duì)其他醫(yī)療器械企業(yè)或其他對(duì)售后服務(wù)水平有較高要求的企業(yè)也具有一定的參考價(jià)值。
[Abstract]:With the rapid development of medical device industry, after-sales service is not only related to patients' health and safety, but also to the competition of medical device manufacturers. Spare parts as the safeguard material after service, its management level directly affects the level of after-sales service, customer satisfaction, enterprise costs, profits, so it plays a pivotal role in after-sales service, and must be properly managed. The research direction of spare parts management is mainly reflected in the following six aspects: spare parts classification, prediction, informatization, scrapping, inventory control and management, while spare parts classification is the basis of the other five research directions. Whether the classification of spare parts is reasonable or not will directly determine the reliability of inventory management model. Therefore, this paper chooses the service spare parts classification as the research object. This paper summarizes the content and flow of after-sales service in medical device industry, and summarizes the characteristics of service spare parts, which is used to explain the environment and scene of spare parts application, as well as the classification of spare parts, and the factors to be considered in the construction of model. Then, through the analysis of several kinds of spare parts classification, and based on the after-sales service situation of A medical device enterprise, combined with the characteristics of medical equipment industry service spare parts, this paper selects three parameters: the key degree of spare parts, the lead time of ordering, the demand frequency. The CLF evaluation model of the importance of service spare parts is constructed, which satisfies the principles of stability, representativeness, quantification, maneuverability and sustainable improvement. According to the evaluation model, the importance index of service spare parts is calculated. Referring to the classical ABC classification, the importance index of service spare parts is sorted according to the value from large to small, and the corresponding ABC spare parts inventory classification is defined. At the same time, the stock management suggestions of various service spare parts are given. Finally, through the example calculation and result analysis, this paper draws the conclusion that the ABC classification result obtained by CLF model is more instructive than the traditional ABC classification result to the actual inventory management operation. Although the model and the classification method defined in this paper are aimed at enterprise A, it has some reference value for other medical device enterprises or other enterprises with higher requirements for after-sales service.
【學(xué)位授予單位】：復(fù)旦大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F416.4

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本文編號(hào)：1894967