臺灣博碩士論文加值系統

本研究運用可允諾量(Available-to-promise; ATP)之概念，以及根據文獻探討中評定顧客價值之指標與訂單訊息相連結，利用層級分析法(Analytical Hierarchy Process; AHP)，決定顧客之相對重要關係，即滿足需求之顧客優先順序值，探討需求滿足方法。探討情境是在一規劃時程內，產能不足以供給所有訂單數量，提出結合顧客優先順序值之需求允諾線性規劃數學模型。其中一套規劃模型目標值設定為整體不能滿足訂單量為最小，乘上單位訂單違約價格同時將目標加權顧客優序值，使整體損失最小化；另一套數學模型則在利潤極大化下進行可允諾量之分配。
研究之貢獻為藉由文中所提出的配置方法，不但可以讓企業在接到顧客訂單時，根據顧客之重要程度與所無法履約之處罰成本給予不同程度的允諾；還可以讓決策者在面對顧客實際需求量大於配置量時，將預期可允諾量作適度的挪移，提供有效之彈性分配決策參考，且其損失函數值較平均傳統顧客優序值分配方式低。在研究模型建立完成之後，進一步透過敏感度分析，於各個評估準則其權重變動範圍內，找出敏感權重參數，即在某一變動水準下，不需重新調整顧客優先滿足順序。

This research presents two order promising models. One model would like to allocate the total supply capacity among customer orders as the individual available-to-promise quantities in the planning horizon, considering their respective customer priority and order denial cost under the scenario of insufficient supply. The other one is developed for assessing the optimum order quantities for each customer in terms of weighted profitability. For obtaining the customer priorities, we use the analytic hierarchy process (AHP) and choose the criteria which assess the customer value from early studies. The aim of the study is not only to minimize the unsatisfied orders but also maximize the profit taking into account the weight of customer priorities.
Based on the results, the proposed model can reflect the effect of customer value on customer order allocation. In addition, the allocation policies which considering the flexible fulfillment is better than the traditional customer priority allocation method in cost comparison. In the end, we conclude this thesis with sensitivity analysis of customer priority ranking with respect to the sequence of changes for the weight of each criterion. If the particular weight parameter of the criteria is not sensitive within certain area, the rule of the allocating available-to-promise quantities which according to the sequence of customer priorities still satisfies the allocation strategy.

Keywords: Customer Priority, Available-to-promise (ATP), Customer Orders Allocation

摘要 I
Abstract II
誌謝 III
目錄 IV
圖目錄 VI
表目錄 VII
第一章 緒論 - 1 -
1.1 研究背景與動機 - 1 -
1.2 問題敘述與研究限制 - 2 -
1.3 研究目的 - 3 -
1.4 研究流程 - 4 -
第二章 文獻探討 - 5 -
2.1 可允諾量機制相關文獻 - 5 -
2.1.1 可允諾量之定義與功能 - 5 -
2.1.2 可允諾量計算機制 - 6 -
2.1.3 可允諾量之分類 - 8 -
2.1.3.1 依生產型態分類 - 8 -
2.1.3.2 依資源排定機制劃分 - 9 -
2.2 需求滿足模式相關文獻- 11 -
2.3 顧客滿足順序 - 15 -
2.3.1 評估準則- 15 -
2.3.2 層級分析法- 19 -
2.4 小結 - 21 -
第三章 有限資源之分配模型與可允諾量之決策 - 22 -
3.1 顧客優先順序之評估 - 23 -
3.2 可允諾量分配模型 - 31 -
3.2.1 主要問題定義: - 32 -
3.2.2 模型說明 - 34 -
3.3 可允諾量之滾動式規劃(Rolling Scheduling) - 36 -
3.4 以利潤為導向之可允諾量多期分配模型 - 39 -
第四章 顧客優先順序分配模型之比較與分析 - 42 -
4.1 優先順序彈性分配法則與傳統優先順序法則之比較 - 42 -
4.1.1 傳統優先順序分配法則 - 42 -
4.1.2 兩模式之結果比較 - 43 -
4.2 模型權重之敏感度分析 - 45 -
第五章 結論與未來研究方向 - 52 -
5.1 研究貢獻 - 53 -
5.2 未來研究方向 - 53 -
參考文獻 - 54 -

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