臺灣博碩士論文加值系統

台灣汽車工業受2008年金融風暴的影響，成車生產量年年下滑，使得汽車產業的利潤營收年年降低，因此台灣汽車工業正面臨了前所未有的挑戰。而汽車物流業作為汽車產銷物流上相當重要的一環，亦也深受影響。因此汽車物流業者勢必針對更合適的物流委外客戶，更加積極拓展更加客製化的附加物流服務範疇，以加強物流業者的市場競爭力，增加其營業利潤。目前國內汽車產業的物流成本普遍約占10%~15%，因此面對能源物價不斷上漲以及生產成本不斷提高的不利影響之下，汽車產業必須導入完善之3PL機制，以展開降低汽車物流成本與增進汽車產銷鏈物流效率的策略。
本研究以3PL的觀點探討分析國內汽車工業產銷物流的運籌模式之綜整，以及進行產銷鏈各物流委外客戶之物流服務偏好的顧客分群分析，使用K-means分群演算法針對眾多的顧客市場加以區隔，歸納物流服務偏好屬性較相似的顧客族群，執行更加客製化的物流服務活動，期望以導入顧客關係管理的策略於汽車物流業者的未來營運方向，以及規劃物流服務活動之考量，以利未來3PL發展以顧客需求偏好為基的顧客關係管理模式，來經營與推行物流活動業務，並強化汽車工業與物流業者的競爭優勢，為本論文的研究動機。首先本研究試從國內汽車製造銷售鏈上各不同成員，探討其供應物流，生產物流的營運與運籌現況模式分析。接續制定物流委外客戶之3PL服務價值的重視指標與滿意度指標，進行個案公司之物流委外客戶之相關資料的蒐集；進行相關統計分析，並輔以K-means分群方式區隔4大顧客族群，分析各不同顧客族群之物流偏好特徵，比較先前整理的運籌模式現況，給予物流業者建議，作為其日後規劃不同顧客族群的物流活動的營運模式參考，亦可針對顧客滿意程度較低之顧客族群，作出重點式的改善處理，致力提供顧客滿意度，期望後續可推動國內汽車工業供應鏈上，各成員協同產銷物流運籌體系之建立基礎與依據，藉由彼此合作、資訊互享，以強化該產業的供應鏈物流效率，進而提升汽車產業相關產品與服務在全球市場上能極具競爭優勢。

Taiwan automobile industry has been influenced financial crisis, which caused the vehicle productivity and profit earing to decrease year after year. Therefore Taiwan automobile industry has been facing the unprecedented challenge. However the automobile 3PLs take on the automobile production and marketing physical distribution a quite important link, also deeply are affected. Thus the automobile logistics entrepreneur will aim at distinctive coustomer segments to better provide more customized logistics services category positively, strengthen the 3PL's market competitiveness, and increase 3PL’s trading profit.
At present the domestic automobile industry's logistics and distribution cost approximately composes 10%~15% generally. Facing the energy price to rise under unceasingly the adverse effect which as well as the production cost enhances unceasingly, it must implement the 3PL mechanism to reduces the automobile physical distribution cost and enhance the automobile production and marketing chain physical distribution efficiency.
This research analyses supply chain characteristic of Taiwanese automobile industry and proposes comprehensive logistics business and operations models to better understand operational processes of supply entity flows. Moreover, the study analyzes logistics transportation, selling, business and operation processes and develops optimized reference models for improving performances for Taiwan automobile logistics industries. Given the growing complexity of consumer preferences and the underlying market advantages of addressing these preferences, manufacturers and logistic service providers constantly monitor supply chain efficiency and quality requirements. Third-party logistic services are offered as a means to attract customers and enhance competitiveness as long as these services are effectively integrated into the order fullfilment processes. This research uses customer preference attributes to define distinctive customers. The clustering methods using customers’ demand attributes provide decision support capabilities to logistics providers so that they can adapt processes to satisfy specific customer preferences. As demonstrated by the case study that importance of customers’ preference service value of third party logistics provider and customer satisfaction revealed significant correlation. Given these results, the 3PLs provides customized logistics services for each customer based on their previous preferences and order requirement behaviors. The study demonstrates an effective means to better manage and promote complex logistics activities in automobile industry supply chain.

中文摘要 I
ABSTRACT II
致謝詞 III
目錄 IV
圖目錄 VII
表目錄 IX
一、 緒論 1
1.1 研究背景與動機 1
1.2 研究範圍與目的 2
1.2.1 研究範圍 2
1.2.2 研究目的 3
1.3 研究方法與步驟 3
1.4 論文架構 4
二、 文獻探討 5
2.1 物流探討 5
2.1.1 物流定義 5
2.1.2 物流範圍 6
2.1.3 物流機能 7
2.2 運籌中心 9
2.2.1 內陸型運籌中心 10
2.2.2 港口型運籌中心 11
2.2.3 運籌中心作業流程 12
2.3 供應鏈管理 15
2.3.1 供應鏈管理定義 15
2.3.2 台灣汽車產業供應鏈 18
2.4 第三者專業物流 19
2.4.1 3PL定義 20
2.4.2 3PL機能 21
2.4.3 3PL在汽車製造業運籌物流的應用 21
2.5 顧客關係管理 22
2.5.1 顧客關係管理之定義 22
2.5.2 顧客滿意度 24
三、 研究方法與工具 25
3.1 國內汽車製造運籌服務業者現況 25
3.1.1 台灣汽車產業供應鏈現況 26
3.1.2 汽車製造產業物流管理系統現況 33
3.2 智慧型決策模式規劃 54
3.2.1 運籌服務模式 58
3.3 研究假設 60
3.4 資料收集 60
3.4.1 研究對象 60
3.4.2 研究資料收集 61
3.5 問卷設計及衡量工具 61
3.6 汽車產銷物流之委外客戶分析 63
3.6.1 衍生之物流活動組合 63
四、 案例研究 64
4.1 資料分析方式 66
4.1.1 台灣汽車工業物流委外客戶之基本資料 67
4.1.2 3PL各服務價值之重視程度分析 68
4.1.3 3PL各服務價值之滿意程度分析 70
4.1.4 服務價值重要性與滿意度之相關分析 71
4.1.5 委外客戶對服務價值重視程度及滿意程度的變異數分析 71
4.2 K-MEANS演算法分群 73
4.2.1 顧客分群結果分析 75
五、 實證結論與建議 83
5.1 服務價值重要性與顧客滿意度相關性 83
5.2 服務價值差異 84
5.3 顧客滿意度差異 85
5.4 顧客分群差異 86
5.5 研究總結 87
5.5.1 後續建議 88
5.5.2 未來發展 89
六、 參考文獻 91
七、 附錄 95

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