客戶服務水平與成本的戰略平衡

論文編號:YY720  論文字數:12571.頁數:38

 Trade-offs between Service Level and Cost
  - A Strategic Perspective
 
 ABSTRACT
 The importance of customer service cannot be over emphasized. A typical supply chain management（SCM) challenge is to strike the right balance of transportation, process and inventory policies. Only the balance can lead us to the top goal of providing higher customer service level. However, in the practical process, the significant logistic costs conflict with higher customer service level.
 Logistics customer service expectations are increasing. Consumers are expecting that products and services can be made available in increasingly shorter time. In addition, improved information systems and flexible manufacturing process have led the marketplace toward mass customization. On the other hand, today's logistics costs are significant. According to the International Monetary Fund (IMF), logistics costs average about 12 percent of the world's gross domestic product. Over the last decade, physical distribution costs have ranged between 7 percent and 9 percent of sales. At the same time, there may be a trend of increasing costs for individual firms.
 This thesis analyses the trade-offs between customer service and logistic cost, and how to realize higher customer service level. There are many things we can do through logistic process (including transportation and inventory) for higher customer service level. Rather than consumer having to accept the "one size fits all " philosophy in their purchases, suppliers are increasingly offering products that meet individual customer needs. The Internet, just-in-time operating procedures, and continuous replenishment of inventories have all contributed to customers expecting rapid processing of their requests, quick delivery, and a high degree of product availability. Value is added by minimizing logistic costs and by passing the benefits on to customers and to the firm's shareholders.
Key words: Customer service level; Cost; Trade-off; supply chain management（SCM）; Logistics
 
 客戶服務水平與成本的戰略平衡
 
 摘  要
 服務水平的重要意義毋容置疑。如何在運輸、加工過程以及庫存這三者之間達到最優化的平衡是物流供應鏈管理當中的一個典型難題。而這個最優化平衡點又是我們實現提高客戶服務水平與能力的關鍵所在。在實際操作中，顯著的物流成本與更高的服務水平總是互相矛盾的兩個因素。
 客戶對物流服務的期望值不斷攀升。顧客們希望商家能夠在更短的時間給他們提供產品與服務。此外，優化后的信息系統以及生產程序將市場推向大眾定制型方向發展。而另一方面，現在的物流成本愈加顯著。根據國際貨幣基金組織的報告，物流費用平均占世界GDP的12%。在過去的十年中，物流成本占據銷售額的7%到9%之間。與此同時，個體企業的物流費用也呈上升的趨勢。
 本文分析了客戶服務水平以及成本的戰略平衡，討論了如何降低物流成本并且實現更高的服務水平。在供應鏈的各個環節中（包括運輸和庫存等）我們需要改進操作以追求更優質的服務。供應商們逐漸地提供更多能滿足不同客戶需求的產品，這樣一來客戶就可以挑選自己喜歡的產品而不必被迫接受同一產品。客戶希望他們的要求能夠得到快速的處理，訴求更短的貨物交付時間以及更大的產品價值，而互聯網，實時操作程序和不斷補充與更新的庫存則有助于滿足客戶的這些要求。只有降低物流成本，為客戶和投資者傳遞更大的價值，才能獲得更大的利潤。
關鍵詞：客戶服務水平，成本，平衡，供應鏈管理，物流

 Contents
 
 Abstract in English……………………………………………………I
 Abstract in Chinese……………………………………………………II
 1. Introduction……………………………………………………1
 1.1 Customer Service……...…………………………………………1
 1.2 Customer Service Level Analysis…………………………………2
 1.3 Cost…...………………………………………………………..4
  1.4  Cost Analysis.……………………..………………………….……..5
 2.  Trade-offs between Service Level and Cost………………………8
 2.1 Cost Benefit Analysis….………………………………………..…8
 2.2 Cost Curve..………………………………………………………9
 2.3 Trade-off Analysis: Service-level V.S. Cost..……………………10
 2.4 Taguchi Loss Function .……………………………………………10
 3. Transportation and the Trade-off……………………………….17
 3.1 Transportation Analysis……………………………………………...17
 3.2 Transportation Cost Characteristics..………………………………..18
 3.3 Basic Transportation Cost Trade-offs….…………………………….19
 3.4 Freight Management and Operations………………………………..19
 4. Inventory and the Trade-off..……………………………………….23
 4.1 Reasons for Inventories………………………………………...........23
 4.2 Reasons Against Inventories…………………………………………25
 4.3 Cost Relevent to Inventory Management ……….…………………..25
 4.4 The Inventory Trade-off Analysis………..…………………………..27
 5. Conclusion………………………………………………………………31
 Bibliography………………………………………………………………32
 Acknowledgement………………………………………………………...34