本文選題：手機(jī)行業(yè)　切入點(diǎn)：售后服務(wù)　出處：《華中科技大學(xué)》2015年碩士論文

【摘要】：隨著移動(dòng)通信產(chǎn)品科技的快速發(fā)展,手機(jī)行業(yè)的競(jìng)爭(zhēng)日趨激烈,規(guī)�；a(chǎn)的優(yōu)勢(shì)被不斷崛起的廠商所淡化,產(chǎn)品同質(zhì)化越來(lái)越嚴(yán)重,靠產(chǎn)品異質(zhì)化取勝的競(jìng)爭(zhēng)策略已不復(fù)存在,于是完美的售后服務(wù)質(zhì)量已經(jīng)上升為企業(yè)立足的根本,手機(jī)售后服務(wù)的競(jìng)爭(zhēng)也越來(lái)越激烈。本文通過(guò)對(duì)L公司服務(wù)備件現(xiàn)狀的分析,了解到L公司售后服務(wù)客戶滿意度居業(yè)界之首,但如此好的服務(wù)績(jī)效卻是以高昂的服務(wù)備件庫(kù)存作為代價(jià)換取的。服務(wù)備件成本是服務(wù)成本的主要組成部分,如何在提高物料命中率的前提下,降低庫(kù)存,提升備件計(jì)劃預(yù)測(cè)的準(zhǔn)確性,在服務(wù)品質(zhì)和服務(wù)成本之間取得平衡,達(dá)到“零”欠料和“零”庫(kù)存的終極目標(biāo),是本文研究的重點(diǎn)。文章以案例研究為基礎(chǔ),采用累計(jì)平均法、定性和定量相結(jié)合的需求預(yù)測(cè)方法,借鑒了ABC庫(kù)存管理的先進(jìn)科學(xué)方法,分析了故障率等曲線趨勢(shì),通過(guò)實(shí)際案例總結(jié)出一套適用的備件計(jì)劃方法和模型。備件預(yù)測(cè)作為備件體系健康運(yùn)作的源頭,研究預(yù)測(cè)方法具有重要意義,但沒(méi)有任何一個(gè)模型可以解決所有預(yù)測(cè)問(wèn)題。要做到真正的預(yù)測(cè)無(wú)偏差,則需要不斷的總結(jié)經(jīng)驗(yàn),持續(xù)優(yōu)化備件方法,建立強(qiáng)大的備件需求及庫(kù)存監(jiān)控體系。本文對(duì)手機(jī)服務(wù)備件計(jì)劃方法的研究,不僅是L公司進(jìn)行需求預(yù)測(cè)的依據(jù),對(duì)業(yè)內(nèi)所有品牌企業(yè)都具有重大意義。研究結(jié)論豐富了需求預(yù)測(cè)領(lǐng)域的內(nèi)容,希望備件預(yù)測(cè)方法模型的不斷研究與優(yōu)化促進(jìn)整個(gè)手機(jī)售后服務(wù)產(chǎn)業(yè)的健康發(fā)展。
[Abstract]:With the rapid development of the technology of mobile communication products, the competition in the mobile phone industry is becoming more and more fierce. The advantage of large-scale production is desalinated by the rising manufacturers, and the homogeneity of the products becomes more and more serious. The competitive strategy of winning by product heterogeneity no longer exists, so the perfect after-sales service quality has been raised to the base of the enterprise, and the competition of mobile phone after-sales service is becoming more and more fierce. This paper analyzes the present situation of service spare parts in L Company. We know that after service customer satisfaction of L company ranks first in the industry, but such good service performance is at the cost of high service spare parts inventory. Service spare parts cost is the main component of service cost, How to reduce the inventory, improve the accuracy of the forecast of spare parts planning, balance the service quality and service cost, and achieve the ultimate goal of "zero" shortage and "zero" stock under the premise of improving the hit ratio of materials. Based on the case study, the paper uses the cumulative average method, qualitative method and quantitative method to predict the demand, and draws lessons from the advanced scientific method of ABC inventory management, and analyzes the trend of the failure rate curve. A set of applicable spare parts planning methods and models are summarized through practical cases. As the source of the healthy operation of spare parts system, it is of great significance to study the prediction methods. But no single model can solve all forecasting problems. In order to achieve true prediction without deviation, it is necessary to continuously sum up experience and continuously optimize spare parts methods. To establish a strong spare parts demand and inventory monitoring system. The research of spare parts planning method in mobile phone service is not only the basis of L company to forecast the demand, It is of great significance to all brand enterprises in the industry. The research conclusion enriches the content of demand forecasting field. It is hoped that the continuous research and optimization of spare parts prediction method model will promote the healthy development of the whole after sales service industry of mobile phone.
【學(xué)位授予單位】：華中科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F426.63

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