近年來台灣汽車市場競爭非常激烈，且國產車輛在品質上的差異已經縮小許多，因此必須要重視逆物流體系之競爭力，加強售後服務來創造差異化，進而增加本身廠牌的競爭能力。而售後服務中，最重要的便是服務與零件兩大體系的配合，而零件交期的準確性對於提供顧客準確的維修交期資訊有著決定性的影響，同樣的也將影響顧客的滿意程度。
本研究採個案研究實證方式，先探討服務廠的服務流程，包含零件的供應狀況與零件情報的提供，以及服務廠整體的服務流程，並從其中找出問題點。接著提出改善方案以及建立改善後的流程，並且透過ARIS模擬的功能，以相同的條件對於新舊流程進行模擬，模擬結果證實了改善後的服務廠流程在人員等待時間上有明顯的改善。對於個案公司來說，本研究結果將可以作為未來服務廠流程改善的參考依據。

In recent years, the competition of Taiwan motor market is getting intense, and the differences of product quality between local motor companies are getting smaller. Therefore, there are needs for all local motor corporations to create differentiations by enhancing the after-service of cars, so as to increase the competitive advantage of own brand. In the after-service of cars, the most important thing is the collaborations of after-service system and parts system. The on time delivery for parts will truly influence the accuracy of when the customer’s car will be finished, and it will influence the customer satisfaction in the same way.
This study applied the case study method to analyze the service process of motor service workshops, including the supplies of service parts, how to get the parts information, and the whole service process of workshops, then finding the key problems. After that, we formulated several improvement solutions, and then designed the new service process for workshops. We used the simulation function of ARIS to simulate the old and new processes to compare before and after change system performance. The results of simulation verified the new process is better than the old one, on the total waiting time for all staffs. For the case corporation, the results of this study can be used as a reference for the process improvement of the workshops in the future.

第一章 緒論………………………………………………………………… 1
1.1. 前言…………………………………………………………………….1
1.2. 研究動機與目的……………………………………………………….1
1.3. 研究對象與範圍……………………………………………………….2
1.4 研究架構………………………………………………………...... 4
1.5 論文架構……………………………………………………………… 5
第二章 文獻探討……………………………………………………………6
2.1. 台灣汽車產業及汽車售後服務產業現況……………………………6
2.1.1 台灣汽車產業現況………………………………………………… 6
2.1.2 汽車售後服務產業現況…………………………………………… 9
2.1.3 逆物流的探討………………………………………………………14
2.2 程序管理與ARIS………………………………………………………16
2.2.1.企業程序管理………………………………………………………16
2.2.2.ARIS………………………………………………………………..18
2.3. 協作規劃、預測及補貨…………………………………………….21
2.4. 訂單允諾與訂單達交之探討……………………………………….22
2.5. 配銷商整合 …………………………………………………………24
第三章 研究方法…………………………………………………………27
3.1. 問題定義與限制…………………………………………………….27
3.2. 個案公司資料蒐集………………………………………………….29
3.3. 模式建構…………………………………………………………….30
3.4. 研究流程…………………………………………………………….31
3.5. 個案公司概況……………………………………………………….33
3.6. 現行保養廠服務程序說明………………………………………….36
第四章 ARIS建模及模擬………………………………………………….38
4.1. ARIS程序建模 (As-Is) ……………………………………………38
4.2. ARIS程序模擬-保養廠服務程序 (As-Is)…………………………40
4.3. ARIS程序建模 (To-Be)…………………………………………….43
4.4. ARIS程序模擬-保養廠服務程序 (To-Be)………………………. 47
4.5. 保養廠服務程序As-Is 與 To-Be 比較……………………………49
4.6. 改善後效益說明…………………………………………………….49
第五章 結論與建議……………………………………………………….51
6.1. 結論………………………………………………………………….51
6.2. 建議事項…………………………………………………………….49
6.3. 延伸議題…………………………………………………………….50
參考文獻…………………………………………………………………. 53
附錄 ARIS建模資料………………………………………………………55

一、中文部分
1.蘇雄義（民89），物流與運籌管理，台北市：華泰
2.David Simchi-Levi, Philip Kaminsky and Edith Simchi-Levi ：蘇雄義（民90），供應鏈之設計與管理，台北市：麥格羅‧希爾
3.余榮輝(民89)，汽車產業競爭策略之研究-以和泰汽車為例，國立中山大學管理學院高階經營管理碩士班碩士論文。
4.黃正淡（民90），台灣汽車產業物流系統特性之探討，中原大學工業工程研究所碩士論文
5.陳智勇（民89），供應商於供給不足下分配方法之研究，國立台灣大學商學研究所碩士論文
6.陳振益（民90），製造商之最佳化可允諾量分配模型，國立台灣大學商學研究所碩士論文
7.林志銘（民90），協同產品商務系統導入之研究，國立中山大學資訊管理學系研究所碩士論文
二、英文部分
1.Mentzer, J. T. and Kenneth B. Kahn (1995), “A Framework of Logistics Research, ” JOURNAL OF BUSINESS LOGISTICS, Vol.16, No.1, pp.231-250.
2.Ellram, L. M. , (1996), “The Use of The Case Study Method in Logistics Research,” JOURNAL OF BUSINESS LOGISTICS, Vol.17, No.2, pp.93-138.
3.Hammer, M. and Champy, J. (1993), “ Reengineering the Corporation: A Manifesto for Business Revolution,” New York: Harper Collins Publishers, Inc.
4.IDS Scheer ,(2000), Aris Toolsets Manual.
5.Scheer, A. W. , Ferri Abolhassan, Wolfram Jost and Mathias Kirchmer, (2002), “Business Process Excellence-ARIS in Practice,” Germany : Springer.
6.Scheer, A. W., (1998 ),“ARIS-Business Process Frameworks”, Germany : Springer .
7.Ernst, R, Kamrad, B, (1997),“Allocation of warehouse inventory with electronic data interchange and fixed order intervals,” European Journal of Operational Reserrch 103, pp.117-128,
8.i2 Technologies Inc. “Demand Fulfillment Concept Manual,”
9.Taylor S.G. , Plenert G.J. (1992),“Finite capacity promising,” Production and Inventory Managemant Review
10.Victoria L. Crittenden, (1992) “Close the marketing/manufacturing gap,” Sloan Management Review
11.Kilger C. , Schneeweiss L., (2000) ,“Demand fulfillment and ATP,”In: Stadtler H, Kilger C, eds. Supply Chain Management and Advanced Planning Concepts, Models, Software and Case Studies Berlin, Germany: Springer, pp.135-148
12.Fites, D. (1986) “Make Your Dealers Your Partners,” Harvard Business Review, March-April, pp.84-95
13.Narus,J., and Anderson J. (1986) “Rethinking Distribution Adaptive Channels, ” Harvard Business Review, July-August, pp.112-20
14.Seifert D. (2003) “Collaborative Planning, Forecasting, and Replenishment,” AMACOM
三、網站部分
1.www.cpfr.org
2.www.vice.org
3.行政院勞工委員會職業訓練局，http://www2.evta.gov.tw/evta/index.asp。
4.交通部統計處，http://www.motc.gov.tw/service/index.htm。