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研究生:林虹葦
研究生(外文):Lin hung wei
論文名稱:供應鏈績效衡量之探討
論文名稱(外文):A Study of The Performance Measurement on Supply Chain Management
指導教授:王學銘王學銘引用關係
指導教授(外文):Wang Hsio-Min
學位類別:碩士
校院名稱:大葉大學
系所名稱:事業經營研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:121
中文關鍵詞:供應鏈管理供應鏈作業參考模型分析層級層序法績效指標大型車汽車維修業
外文關鍵詞:Supply Chain ManagementSupply Chain Operation ReferenceAnalytic Hierarchy ProcessPerformance IndicatorMaintenance and Repair Industry of Heavy Vehicle.
相關次數:
  • 被引用被引用:6
  • 點閱點閱:359
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:4
近年來,許多企業採用供應鏈管理降低成本,以增加市占率、銷售額及建立穩固的顧客關係管理,汽車維修業也是如此。台灣大型車的售後維修市場大致上可分為兩部份,原廠維修及一般保養廠維修。在這種情況下,維修技術及維修廠所需的汽車零件取得途徑便會有所不同。因此,國內汽車維修業者若想要解決零件需求問題,並且兼顧維修品質、顧客服務至上的原則,便需要一套良好的供應鏈績效評估標準,促使經營績效得以改善。
本研究目的希望建立汽車維修業供應鏈中每一階段績效指標的權重評估,進一步以專家訪談及問卷調查方式針對供應鏈各階層做績效衡量的評估,以了解維修業者在各個階段不同的績效指標與重要性。
Recently, many enterprises, use the supply chain management to reduce the cost, increase market share, the sales volume and enhance customer relationship as well as the automobile maintenance and repair industry. The after-sale maintenance and repair market of heavy vehicle in Taiwan may divide into two categories parts, the original manufacturer factory service and general maintenance workshop service. Under this environmental conditions the ways to obtain the auto parts are very different. Therefore domestic automobile maintenance industry need to have a set of appraisal system to evaluate the performance of supply chain management ,if they want to solve the auto parts and technical requirement problems, and proper attention for both service quality, customer service. These will keep the Auto maintenance industry continuous improvement.
This study hope to establish a weighted indicator to evaluate the performance of supply chain management for automobile maintenance. And then, using the expert Questionnaires through AHP industry method to evaluate the performance of each sector in supply chain ,also ,we can understand the importance and differences between each indicator.
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... v
內容目錄 ..................... vi
表目錄  ..................... vii
圖目錄  ..................... x
第一章  緒論................... 1
  第一節  研究動機與背景............ 1
  第二節  研究目的............... 2
  第二節  研究範圍............... 3
  第四節  研究流程............... 4
第二章  文獻探討................. 5
  第一節  供應鏈、供應鏈管理及應用....... 5
  第二節  供應鏈績效之探討........... 18
  第三節  汽車產業及汽車維修業概況....... 50
第三章  研究方法................. 60
  第一節  AHP介紹.............. 61
第二節  建立AHP層級架構 .......... 69
第三節  研究架構............... 71
第四章  研究結果與分析.............. 72
第一節  問卷設計............... 72
第二節  問卷回收結果............. 72
第三節  有效問卷檢定結果........... 73
第四節  研究結果............... 73
第五章  結論與建議................ 86
第一節  研究結論............... 86
第二節  研究建議............... 92
參考文獻 ..................... 93
中文部分 ..................... 93
英文部分 ..................... 98
附錄  專家問卷.................. 114

表目錄
表 2- 1 供應鏈管理定義.............. 8
表 2- 2 五大管理流程定義............. 16
表 2- 3 汽車維修業供應鏈管理活動......... 17
表 2- 4 定性與定量績效衡量指標.......... 20
表 2- 5 供應商管理與供應鏈管理之比較....... 23
表 2- 6 供應商選擇規範.............. 25
表 2- 7 JIT 供應商評選的文獻整理......... 26
表 2- 8 供應商衡量指標彙整表........... 27
表 2- 9 供應鏈管理平衡計分卡........... 29
表 2- 10 關鍵性績效衡量指標KPI .......... 30
表 2- 11 顧客服務項目............... 35
表 2- 12 供應鏈功能評量尺度............ 37
表 2- 13 供應鏈績效評估指標............ 39
表 2- 14 供應鏈績效衡量尺度............ 40
表 2- 15 採購及供應鏈績效評估指標......... 41
表 2- 16 SCOR 型12項績效指標........... 42
表 2- 17 供應鏈整體績效指標............ 43
表 2- 18 汽車維修業供應鏈成本績效指標之說明.... 45
表 2- 19 品質五大觀點說明............. 46
表 2- 20 汽車維修業供應鏈品質績效的指標...... 46
表 2- 21 時間及服務構面的績效指標說明....... 48
表 2- 22 彈性指標說明............... 49
表 2- 23 供應鏈整體績效指標之整理......... 49
表 2- 24 「大汽車產品群」統計值 -資料表...... 50
表 2- 25 「大汽車產品群」細項資料表........ 51
表 2- 26 「大汽車產品群」統計值 -年資料表..... 51
表 2- 27 汽車修理養護業介紹............ 53
表 2- 28 汽車修理業之技術人員種類......... 55
表 2- 29 大型車各廠牌整理表............ 57
表 2- 30 原廠汽車維修廠與一般汽車維修廠之區別... 58
表 2- 31 國內外汽車維修經營之相關研究....... 59
表 3- 1 相對重要性尺度表............. 64
表 3- 2 AHP階數及其相對隨機指數表........ 67
表 4- 1 問卷發放情況............... 73
表 4- 2 汽車維修業整體供應鏈績效最佳構面之權重分配 74
表 4- 3 原廠汽車維修業與一般汽車維修業之「成本」構面下,評估準則之權重分配 表........... 76
表 4- 4 原廠汽車維修業與一般汽車維修業之「品質」構面下,評估準則之權重分配表........... 77
表 4- 5 原廠汽車維修業與一般汽車維修業之「彈性」構面下,評估準則之權重分配表........... 79
表 4- 6 原廠汽車維修業與一般汽車維修業之「服務」構面下,評估準則之權重分配表........... 80
表 4- 7 原廠汽車維修業與一般汽車維修業之「時間」構面下,評估準則之權重分配表........... 81
表 4- 8 受測者評估因素權重值及排序........ 83
表 4- 9 原廠及一般汽車維修廠「整體」前10個重要準則 84
表 5- 1 原廠及一般維修廠整體供應鏈績效的重視程度. 86


圖目錄
圖 1- 1 研究流程................. 4
圖 2- 1 供應鏈的組成與架構............ 6
圖 2- 2 供應鏈流程圖............... 10
圖 2- 3 供應鏈架構................ 11
圖 2- 4 供應鏈作業參考模型的範圍......... 13
圖 2- 5 SCOR 模型分層示意圖........... 14
圖 2- 6 供應鏈五大管理流程圖........... 15
圖 2- 7 汽車維修業供應鏈基本模.......... 17
圖 2- 8 顧客服務金字塔.............. 34
圖 2- 9 供應鏈與顧客關係............. 36
圖 2- 10 供應鏈競爭架構.............. 39
圖 3- 1 汽車維修業的供應鏈流程圖......... 60
圖 3- 2 AHP層級結構示意圖............ 63
圖 3- 3 AHP流程步驟............... 68
圖 3- 4 層級架構................. 70
圖 3- 5 AHP準則架構............... 70
圖 3- 6 本研究架構................ 71
圖 4- 1 原廠之汽車維修廠整體供應鏈績效最佳構面之權重配圖..................... 74
圖 4- 2 一般汽車維修廠整體供應鏈績效最佳構面之權重分配圖..................... 74
一、中文部份

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Smichi, L. (2003),供應鏈之設計與管理(蘇雄義,美商麥格羅譯),台灣:希爾國際股份有限公司,(原文於2000年出版)。

Thomas, S. F. (2002),品質管理(戴久永審訂),台北:智勝文化事業有限公司(原文於2001年出版)。

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台灣區汽車修理工業同業公會[線上資料],來源:http://www.autore
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供應鏈管理委員會(Supply-Chain Council)(2006),SCOR模型[線上資料],來源http://www.supply-chain.org/cs/root/home。

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徐健評(2000),企業導入供應鏈管理之研究,國立台灣大學國際企業管理研究所未出版之碩士論文。

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陳啟政(2003),運用總品質成本分析之供應商績效評估模式,中原大學工業工程研究所未出版之博士論文。

陳文祥(1996),服務品質與顧客滿意度之研究─以汽車修護保養業為例,私立輔仁大學管理研究所未出版之碩士論文。

陳國忠(2001),電子商務運用於供應鏈管理之系統建置研究─以汽車零件業為例,私立元智大學工業工程管理學系未出版之碩士論文。

黃培清,張存祿(2004),基於SCOR模型的供應鏈再造,工業工程管理2004年第一期,上海:交通大學安泰管理學院。

葉清江,賴明政編,張保隆審訂(2006),物流與供應鏈管理(第二版),台灣:全華科技圖書股份有限公司。

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蘇盈真,張士行(2001),應用可拓理論於供應商評選模式之研究,中國工業工程學會九十年度年會論文集(pp. 10-20),高雄:私立義守大學。

簡禎富(2005),決策分析與管理,台北:雙葉書廊有限公司。

羅偉碩(2004),供應鏈管理(再版),台北:普林斯頓國際有限公司。


一、英文部份

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Choi, K. S., Dai, J. G., & Jing, S. S. (2004) On measuring supplier performance under vendor-managed-inventory programs in capacitated supply chains. Manufacturing and Service Operations Management, 6, 53-72.

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Cooper, M. C., & Ellram, L. M. (1993). Characteristic of supply chain management and the implications for purchasing and logistics strategy. International Journal of Logistics Management, 4(2), 13-24.

Cooper, M. C., Lambert, D. M., & Pagh, J. D. (1997). Supply chain management: more then a new name for logistics. The International Journal of Logistics Management, 8(1), 1-14.

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Coyle, S., Ward, T., & Markham, C. (2003). Brain computer interfaces, a review. Interdisciplinary Science Reviews 28(2) 112-118.

Dasgupta, D., & Bruan, H. (2001, June). Mobile security agent for network traffic analysis. published by the IEEE computer society press in the proceedings of DARPA Information Survivability Conference and Exposition II (DISCEX-II), 2, 332-340. California: The University Memphis.

Dangayach, G. S., & Deshmukh, S. G. (2000). Manufacturing strategy: experiences from select Indian organizations. Journal of Manufacturing Systems, 19(2), 134-148.

Dangayach, G. S., & Deshmukh, S. G. (2001). Manufacturing strategy: literature review and some issues. International Journal of Operations and Productional management, 21(7), 884-932.

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Deming, W. E. (1982). Quality productivity and competitive position. massachusetts institute of technology center for advanced Engineering Study. Combridge: Massachusetts.

Deming, W. E. (1982). Quality productivity and competitive position, MIT Center for Advanced Engineering Study. Cambridgs: Mass.
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Donald J., Bowersox, D., Closs, J., & Theodore, P. S. (2000). Ten mega trends that will revolutionize supply chain logistics. Journal of Business Logistics, 21(2), 1-16.

Donald, J., Bowerox, D. J., Closs, Theidire, P. S., & Scott, B. K. (2000) How supply chain competency leads to business success. Supply Chain Management Review,4 (4), 70-78.

Donald, J., Bowersox, D. J., & Closs, T. P. (2000). Ten mega-trends that will revolutionize supply chain logistics. Joural of Business of Logistics, 21(2), 1-16.

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