面向客户满意度的供应商管理研究
Study on Supplier Management Oriented to Customer Satisfaction
【摘要】 本文面向客户满意度,阐述了公司客户满意度的现状,运用ABC及MEDIC等方法对原材料供应现状及供应商管理状况进行客观辨证的分析,并针对存在的问题提出相应的解决方案。重点研究了供应商管理库存模式下的供应商管理问题。文章的重点是对原材料供应现状及供应商管理状况的分析、如何改进供应商管理体系以及如何实施。第一章,主要介绍了文章的研究背景和写作目的,详细描述了本文所使用的研究方法:MEDIC分析法及ABC分析法的基本程序和具体步骤。第二章,介绍了客户满意度的理念,并依据影响客户满意度的五大因素,通过模糊综合评价法,对公司历年的客户满意度数据进行分析,得出服务质量不良是造成客户满意度的重要因素。进而通过问卷调查表的形式,分析出由于原材料的短缺而无法准时且准确交付客户所需的货品,从而直接导致了客户服务质量不良。第三章,通过阐述影响库存及原材料需求的五个因素,运用ABC分析法将公司采购的原材料进行分类。通过对2006年公司所有由于原材料短缺而造成的客户订单未完成的具体数据进行分析,归纳出原材料供应不良的诸多原因,通过权重分析法,得出供应商管理问题是原材料供应不良的关键因素。并且以一个典型案例,揭示公司在供应商管理上存在的主要问题。第四章,简述了供应商管理理念,即信息沟通和与供应商关系是供应商管理的重要内容。文中重点针对上一章节中提出的公司在供应商管理上存在的主要问题,给出了相应的改进方案。文中详细阐述了公司供应商管理体系改进的重要策略,即实施供应商管理库存(VMI)系统。第五章,主要阐述了飞利浦(上海)改进供应商管理体系后所取得的显著成果,分析了实施供应商管理库存对公司和供应商的诸多好处,并在巩固当前的成果下对今后的工作加以展望。

【Abstract】 The thesis studies the supplier management with the objective to improve customer’s satisfaction. We address the vendor managed inventory model in supplier management. ABC and MEDIC are employed to identify the problems occurring in raw material supply and ect. The efficient solutions are given. Our main results are as follows.In chapter I, we mainly introduce research background、research purposes、research methods as well as the basic procedures including the basic steps of ABC and MEDIC.In chapter II,customer satisfactions are first specified, and five major impact factors are identified by analyzing the data of the company's calendar year customer satisfaction based on, fuzzy comprehensive evaluation method. Our result shows, among them, that the bad quality of service customer satisfaction rate is most important. The analysis of the questionnaire further tells us that the customer order losses that result from shortage of raw material is a direct reason result in bad customer service.In chapter III, the five factors of the impact of inventory and raw material demand are introduced in article. I classify raw materials that purchased in company by ABC analysis. After analysis of the customer order loss data that because of the shortage of raw materials in 2006, I summed up many reasons of the bad raw materials supply, the supply management issues is a key factor in the adverse by the weight analysis. A typical case revealed the main problems in supplier management.In chapter IV, I outline the concept of supplier management, that is, communication and supplier relationships are an important aspect of supplier management. The article focused on the main problems of supplier management that listed in previous chapter, and give a corresponding improvement program. The article detailed a company's important strategy of the supplier management system improvement, namely the implementation of Vendor Managed Inventory (VMI).In chapter V, the article introduces the remarkable the achieved after improved supplier management system, describes many benefits for company and suppliers after the implementation of VMI, and expect future work base on consolidating results of the current job. 

【关键词】 客户满意度; 供应商管理; 供应链管理; 供应商管理库存(VMI)
  面向客户满意度的供应商管理研究

摘要 3-5
ABSTRACT 5-6
符号说明 7-9
第一章 绪论 9-19
    1.1 研究背景 9-10
    1.2 研究方法 10-19
第二章 客户满意度的概述与分析 19-30
    2.1 客户满意度理念 19-22
    2.2 公司客户满意度现状分析 22-30
第三章 公司原材料供应状况 30-39
    3.1 公司原材料供应状况 30-35
    3.2 公司供应商管理状况 35-39
第四章 供应商管理体系的改进 39-58
    4.1 供应商管理概述 39-40
    4.2 公司供应商管理现状的改进策略 40-43
    4.3 实施供应商管理库存(VMI)系统 43-58
第五章 结论与展望 58-62
    5.1 供应商管理体系改进后取得的效益 58-60
    5.2 启示与展望 60-62
参考文献 62-64
致谢 64-65
攻读学位期间发表的论文 65