I Internal Use - Confidential D公司售后服务备件库存管理 摘要 随着科学技术的不断发展，电子产品在功能和质量上的差距 逐渐拉小，产品的竞争不能只依靠产品功能和质量的竞争，消费者 对购买产品时的心理需求越来越多样化。随着消费者对服务水平 的要求不断提高，竞争的重心从原先单一的产品质量本身也慢慢 更多的转移到重视产品的售中与售后的服务，这使得服务至上的 概念也得到企业经营者越来越多的重视。在消费者购买电子产品 整个服务过程中，售后服务占据了十分重要的地位，而要想为客户 提供优质的售后服务，就必须保证售后服务备件能够快速准确地 获得，并尽可能以最快的速度为客户解决遇到的问题。但售后备件 数量繁多，品种多样，供应渠道参差不齐，如何有效地进行售后服 务备件库存控制，降低备件库存运营成本，已成为越来越多 IT 企 业所面临的重要问题。 本文通过D公司及售后服务备件管理现状的论述，细致分析 摘要 II Internal Use - Confidential 了售后服务备件库存管理所面临的挑战和存在的问题，对D公司 售后服务备件库存管理进行了深层次的研究，查找主要原因，针对 存在的问题，分别对D公司售后服务备件管理中备件库存控制与 策略管理进行了系统分析。通过借鉴 ABC 分类法、CVA分类法、 库存订购模型、需求预测、库存控制原理等相关理论；采用了文献 综述、实证法、定量与定性相结合的多种研究方法进行具体的研究， 总结公司在库存管理中存在的问题及不足。最后从实际出发提出 了备件管理分类优化、EOQ订购模型策略、成本优化策略，建立一 套统一的备件数据信息管理平台等相应的改进策略。此研究结果 将对D公司售后服务备件管理的改进起到重要作用。 关键词：备件管理，库存分类，需求预测，库存订购策略 库存成 本优化 东华大学工商管理硕士学位论文 III Internal Use - Confidential RESEARCH ON D COMPANY AFTER-SALES SERVICE SPARE PARTS MANAGEMENT ABSTRACT With the continuous development of science and technology, the competition of electronic products can not only depend on the competition of product function and quality. The gap between the functions and quality of electronic products is getting smaller and smaller. The requirements of users for service level are constantly improving. The focus of competition is also shifting from the original products themselves to the after-sales service of products, which makes it possible for electronic products to compete with each other. The concept of "service first" has also been paid more and more attention by IT business operators. In the whole service of electronic products, after-sales service occupies a very important position. In order to provide quality after-sales service objectively, we must ensure that after-sales service spare parts can be quickly and accurately obtained, and solve the problems encountered by customers as quickly as possible. As an important part of after-sales service, spare parts in stock are not only the support of after-sales service, but also a major source of profit for enterprises. However, there are many kinds of spare parts in stock, and the supply channels are uneven. How to effectively control the inventory of spare parts in after-sales service and reduce the operating cost of spare parts inventory has become more and more important, Which is the more important problems IT enterprises face. 东华大学工商管理硕士学位论文 IV Internal Use - Confidential Through the discussion of the status quo of D company and after-sales service spare parts management, this paper analyzes the challenges and existing problems of after-sales service spare parts inventory management, and combines relevant theories to conduct in-depth research on D company's after-sales service spare parts inventory management. Looking for the main reasons, the system analysis of spare parts inventory control and strategy management in D company after-sales service spare parts management was carried out for the existing problems. By referring to ABC classification, CVA classification, inventory ordering model, demand forecasting, inventory control principle and other related theories; using literature review, empirical method, quantitative and qualitative combination of various research methods. The paper focuses on the inventory classification, inventory ordering model, demand forecasting, inventory cost control strategy in spare parts management, and summarizes the problems and deficiencies. Finally, from the actual situation, the spare parts management classification optimization, EOQ ordering model strategy, cost optimization strategy, and a set of unified spare parts data information management platform and other corresponding improvement strategies are proposed. The results of this study will play an important role in the improvement of D company's after-sales service spare parts management. Bao Xiao Shan （MBA） Supervised by: WangWen Jie Keywords: Spare parts management, Classification, EOQ ordering model, Forecast, Enventory strategy 目录 - V - Internal Use - Confidential 目录 摘要 .............................................................................................................................................................. I ABSTRACT ............................................................................................................................................. III 第1章 绪论 .......................................................................................................................................... 1 1.1 研究的背景及意义 ................................................................................................................... 1 1.1.1 研究背景.......................................................................................................................... 1 1.1.2 研究的目的及意义 ..................................................................................................... 2 1.2 国内外研究现状 ........................................................................................................................ 3 1.2.1 备件分类.......................................................................................................................... 4 1.2.2 备件需求预测 ............................................................................................................... 6 1.2.3 备件库存控制策略 ..................................................................................................... 7 1.3 研究方法 ........................................................................................................................................ 8 1.4 研究内容及研究框架 .............................................................................................................. 9 1.4.1研究内容 ........................................................................................................................... 9 1.4.2 研究框架....................................................................................................................... 10 1.5 论文的创新与不足之处 ....................................................................................................... 10 第2章 理论综述 ............................................................................................................................. 12 2.1 库存控制与管理概念 ............................................................................................................ 12 2.2 库存管理模型............................................................................................................................ 14 2.2.1 ABC及CVA库存分类管理法 ............................................................................. 14 2.2.2 订货模型........................................................................................................................ 17 2.3 售后服务备件库存需求预测方法 .................................................................................. 23 第3章 D公司售后服务备件库存管理现状及问题分析 .......................................... 25 3.1 D公司简介 ............................................................................................................................... 25 3.1.1 D公司售后服务流程........................................................................................... 26 目录 - VI - Inte