A Case Study of the Development of Business Reverse Logistics Repair Service Model

• Main Author: 陳忠勇
• Other Authors: 于卓民
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/38169529439724093437

碩士 === 國立政治大學 === 企業管理研究所 === 96 === This research discusses how a firm developed its reverse logistics repair services model in different stage of internationalization. Through in-depth interview, we can understand the evolution of a firm’s reverse logistics repair service model and how they adopt different organization structure to deal with different service model. According to the result of the interview, the process of a firm’s reverse logistics development can be divided into four stages including early stage, growth stage, stable stage, and progress stage according to its degree of internationalization which is measured by the firm’s market scope. Corresponding with different stages, there are four types of reverse logistics repair services models. With the first one, the firm retained most operation in its own factories. With the second one, the firm designated engineers to customers’ location and established regional repair service centers. With the third one, the firm built up country level service centers, and finally, the firm is utilizing global logistics to allocate resources and coordinate activities in different repair service center. From the firm’s development model, there are several findings: 1.The amount of resources commitment is always a critical factor for reverse logistics repair service model 2.Different motives and objectives of developing reverse logistics in different period influence reverse logistics repair service model 3.As a firm’s degree of internationalization is getting higher, the ability to engage in reverse logistics plays a more important role in repair service model. In addition to basic capability of repair service, a company should put more emphasis on global logistics and transnational management 4.When a firm’s degree of internationalization is very high, it’s very important to utilize location- specific advantage to design its repair service model 5.As a firm’s degree of internationalization is getting higher, reverse logistics function evolves from passive to active and becomes more independent Overall, a firm can evaluate itself in terms of scale, resource, ability, degree of internationalization, competitive environment in order to choose appropriate reverse logistics repair service model. Adopting proper service model at different stage is beneficial for sales growth and even establishment of a firm’s competitive advantage.