| Summary: | 碩士 === 東吳大學 === 企業管理學系 === 98 === As Taiwan is an island economy, international trading has always been an important sector of Taiwan’s economy. In order to attract transnational corporations to invest in Taiwan, it is necessary to set up an environment that can allow cargos to move in and out smoothly. As a result, logistics, heavy vehicle transport and tourism have become the key industries for economic development.
The reason why the cost of freight market can hardly be reduced is attributed mainly to the change of international trade environment, the relocation of domestic industries as well as the financial crisis and the rising of the oil price in 2008. On the other hand, because the domestic transport market has changed, passenger transport companies started a price war in order to attract more customers. To deal with the problems mentioned above, members in the supply chain must set up a more flexible and efficient way of management so that the costs can be cut and the operating performance can be improved.
In order to optimize the overall operating system between the enterprise and supply chain partners, company should integrate core processes among the supply chain members efficiently. “GSCF” supply chain management model, which includes eight major supply chain management processes, provides a systematic management framework with effective information flow and product flow, and it can be used to examine the current supply chain management status to find out areas for improvement.
The study selected a well-known international heavy vehicle supplier to investigate its current supply chain management status and opportunities for future development. The main purpose of this study is to examine the company’s four main supply chain management processes relating to customers. The study surveyed and analyzed the company’s supply chain using GSCF supply chain management framework questionnaires and lean management principles, and also identified the opportunities for improvement.
The research methods are case study and action research. Through educational training and interactions with the company executives, and by reviewing and recording the four core processes of supply chain management of the case company, the research conducted statistical and qualitative analysis to discover the supply chain integration opportunities for the case company in the future.
The results of the analysis showed that there are indeed incompatibilities between the strategic processes and the operational processes in the customer related supply chain management processes. Research also found that the maintenance shops did not have standard operational processes, which is not in conformity with the lean principle. Therefore, there are considerable rooms for improvements for the four main supply chain management processes under this study.
We recommend that the strategic processes should first be improved by establishing cross-functional management teams. After the teams are set up, it should develop a performance measurement system. In addition, the customer relationship management team should set a guideline for segmenting customers and provide product and service agreements (PSA) for different segments. The customer service management team should then establish customer service strategy based on PSA and develop standardized response procedures. Furthermore, the demand management team should coordinate the sales department and the parts departments to develop accurate forecasting procedure, and establish a system for information sharing. At last, the order fulfillment team should create flow charts depicting the order cycle procedure starting from customer purchasing so as to find value creation opportunities and eliminate waste.
According to the concept of lean management, the standardization of processes is one of the crucial principles to eliminate waste. Hence, the study suggests that establishing clear criteria and providing standardized operational processes are essential to improve the supply chain management processes for this study.
|
|---|
