阿尔卡特公司的逆向物流管理

上海交通大学硕士学位论文阿尔卡特公司的逆向物流管理姓名：孙燕申请学位级别：硕士专业：工商管理（MBA）指导教师：骆建文20040111REVERSELOGISTICSMANAGEMENTOFALCATELABSTRACTThevalueofreverselogisticshadbeenstressedinthepresentcompetitivemarket.Moreandmoremanufacturershadrealizedandstartedtoadoptreverselogisticsmanagementintheirlong-termstrategiclayout,andtakenitasthenewsourceoftheprofit.Manyfamousforeignenterprisesaretakingfulladvantageofreverselogisticsastheirkeymeasurestostrengthentheircompetitionpredominance,toincreasethecustomer’svalue,andimprovetheefficiencyandperformanceoftheirsupplychain.Inrecentyears,asthelogisticactivitiesincludingtheprocessofproductreturning,materialreplacement,materielreusing,wastescraping,aftertreatment,repairingandreproductionandsoon,reverselogisticshasbeenpaidmoreandmoreattentionbyenterprise.Butuptonow,it’sstilldifficulttofindthebooksdiscussingaboutthetheoryandpracticeofreverselogisticsmanagementinthebookmarket.Throughtheanalysisofinventorycontrol,outsourcingmanagementaswellaselectronicbusiness,thethesismainlystudiesthethreeaspectsofthereverselogisticsmanagement.Onserviceinventorymanagement,thispaperthoughtsofASTECsparepartsmanagementandthewaythroughimplementingimprovedfixed-timeperiodmodelcombiningwithcontrolandevaluatingsystemtorealizeaccurateinventorycontrol.Inthechapterofoutsourcingmanagement,thecurrentserviceoutsourcingispresented,thoughtheanalysisofthestatusoftheoutsourcingofrepair,callcenter,DAPcenter,sparepartscenter,distributioncenterandtransportmanagement,thenstudythebenefitandtheshortageoutsourcingbroughttoASTEC,andthestrategiesandmethodsthecompanyadoptedincooperatingwithvariousvendorsbasedontheimpactfactorsbetweenenterpriseandvendor.Inthepartofelectronicbusiness,analyzethetwoonlineservicedatamanagementsoftwaresystemsusedinASTECreverselogisticsmanagement.Mainlythroughtheanalysisofinevitabilityofthesoftware,andthegreatchargesafterthesoftwaresystemsrunningsmoothly,showtheimportantoftheelectronicbusiness.Inaddition,throughtheimportantroletheservicewebsiteplayedinASTECreverselogistics,provingthattheuseofelectronicbusinessisnecessaryandurgentinthereverselogisticsmanagement.ThethesisstudiesandanalyzesthestrategiesandmethodsonreverselogisticsmanagementofASTEC.HopetoprovideausefulreferenceandenlightenmenttothereverselogisticsmanagementoftherelatedrealmsofChinesemanufacturersoastoimprovetheirservicelevel.KEYWORDSreverselogistics,outsourcing,inventorymanagement,electronicbusiness12004121200312200312MBA1MBA2MBA3MBA4ØØØØØØØØØØØMBA5MBA6MBA7MBA8ASTECAlcatel1984-2000200110--200252830%ADSL50%84002800GSMINTERNETMBA92000OTGSMOT300OT500OT700OT511/OT512OT310OT525/OT526OT535OT735OT331OT332“”1999Pre-WAP20012,PRS(),GPRS2003200111152001ASTEC---ASTEC2003ASTECASTECASTEC200020542MBA10ASTEC2-1/ACP44ASP123PSC83OSC15OSC&L2+L2+:3(2+)2-12.2.1ASTECMBA11ØØØØ32-54MBA12………………2-2Figure2-2After-salesServicePolicyFlowChart3,,/222MBA132-3Figure2-3WarrantyPromptRepairProcess,()/,:1.2./1,,(),MBA14ASTEC15DAPDeadAfterPurchase2-4ASTEC---DAP--15-DAPDAPDAP()DAP2IMEI//6MBA1515DAPDAPDAPMBA162-5Figure2-5MainBoardScrapProcessFlowChartL2L2L2IMEI“”“”“DSS”“”“”“”--““L2+/DCL2+?10%,.-,,.-IMEI,DSS.-.L2+DCIMEI“”“”“DSS”“”“”“”MBA17MBA182-6Figure2-6Non-warrantyRepairProcess()/,,,,,,MBA192.3ASTEC20001ASTECASTECASTEC2002ASTECMBA20ASTEC(3)ASTECASTEC2.4ASTEC(1)ASTEC(2)MRPMRPFLEXTRONICS(3)ASTECASTECASTEC(4)MBA21MBA22ASTEC3.13.1.1“”(Outsourcing)“”70%45%20901090500IDC20051000199716017020003500MBA23OBD26002320013.871420035.1“”IDC17%20063,087EMS800040%IDCIT2003151020043600200180%ITITIT20%2001FlextronicsPCBarryLamMBA24IBM3.1.23-1Sheet3-1StrengthandWeeknessAnalyseofOutsourcing3.1.3MBA25CEOMichaelMarksEMSCelestica35%AMRDavidCahn10%SonyEricssonMobileCommunications3500JanWarebyFirstUnionBillCageKurtHellstromEMSCage20%40%MBA2610%20%Kari-PekkaWilska3.2ASTEC20031ASTECASTEC---22205ASTECASTEC2ASTEC---ASTECASTECASTECASTECASTECMBA27ASTECASTECASTECASTECASTEC3ASTECASTECASTECEMAILASTECASTECASTECASTECASTECASTEC4195624AT&TOutbound1967AT&T800IBM2080ASTEC---CTIWEBMBA28CTI95250CTIASTECASTECASTECASTECASTEC5ASTECASTEC---BEIJINGEASTERNEXPRESSSYSTEMCO.,LTD1993(EESNETWORK)300---100050400BEIJINGEASTERNINTERNATIONALTRANSPORTIONCO.LTD750MBA29BEIJINGEASTERNCUSTOMSBROKERSERVICECO.LTD,,ASTECASTECASTECASTECASTECASTECASTECASTECASTECASTEC6ASTECASTECASTECASTECASTEC3.3ASTECASTECASTEC3.3.1MBA3076%58%24%33%62%72%1994150199625020005002506%42009500MBA31199020%200540%213.3.2ASTEC1ASTECASTECMBA32ASTECASTECASTECASTEC200250ASTEC2ITMBA33MBA34ASTECMBA354.2ASTECMBA364.3ASTECMBA3733MBA38MBA39MBA40TTLLMBA41MBA42MBA43MBA44MBA45ASTECØØØØØØ5.1MBA465-1998—2003Figure5-11998-2003GlobalElectronicalBusinessTradeAmount9889%5-Figure5-2WorldElectronicalBusinessAreaDevelopmentSituationMBA475.2ASTECMBA48MBA495-3ASAS2.0Figure5-3ASTECASAS2.0SoftwareSystemMBA50MBA51MBA52[1][2][3]JosephL.Cavinato,RalphG.Kauffman2000101105[6]3S[]2002[7]199912:8-12[8]1998[9]Outsourcingprovidersgrowthopportunities,IndustrialDistributionNovember1998,[10]JimMorgan,Thegreatoutsourcingpush,PurchasingMarch,1998,Page4-5[11]RalphKenton,MinimizingOursourcingTotalCost,FutureC