A SPARE PART MANAGEMENT MODEL CONSIDERING SERVICE LEVEL AT A NEW PRODUCT LAUNCH STAGE

新品導入階段考慮服務水準之零件備品管理模式

10.6220/joq.2017.24(4).03

楊康宏(Kang-hung Yang)；巫國興(Kuo-Hsing Wu)

new product launch ； service level ； spare part ； forecasting ； 新產品導入 ； 服務水準 ； 零件備品 ； 預測

品質學報

24卷4期（2017 / 08 / 30）

262 - 279

英文

A successful introduction of a new product especially relies on solid customer services at the product launch stage. A company has to be capable of keeping the promised service level so that customers are willing to purchase the new product in the product lifetime. For industrial practices, on-time delivery in returning customers’ defects is the cornerstone of the customer’s loyalty and service quality, which is seriously influenced by available spare parts of the new product. Precise estimations of availability of spare parts in the launch stage are difficult because the new product might have chances to go through Engineering Change or lack of reverent failure data, which makes quantitative forecast models ineffective. This study proposes a solution approach that is combining qualitative and quantitative methods to estimate spare part inventory by different service levels. Also, a case study is provided to justify the applicability of the proposed approach, and scenario analyses are performed to justify the approach.

一個新產品成功的導入有賴於在導入階段客戶的服務品質。公司必須維持所承諾的服務水準讓客戶在未來產品的生命週期內持續購買新產品。在實務上，當新產品有瑕疵時，公司準時送還維修品會影響客戶對產品的忠誠度以及公司的服務品質，而新產品維修備料是否充足是服務品質重要關鍵。在新產品的導入階段要精確的估算維修零件備品有一定的困難度，原因在於新產品有極大的可能將進行變更設計，抑或是無法知道新產品故障類型及故障率，因此，無法有效的使用量化模式估算新產品零件備料的數量。本研究提出一個結合質化及量化的方法估算在不同服務水準下估算新產品零件備品數量的模式。同時，應用一個實務上的案例檢驗本研究模式的可用性，並且應用方案分析進一步檢視此模式在實務上的適用性。

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