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论文编号：	2803
作者编号：	2120082442
上传时间：	2010/12/2 23:34:12
中文题目：	基于客户满意的F公司供应链管理研究
英文题目：	Research on Supply Chain Management of F Company
指导老师：	李勇建
中文关键字：	供应链管理；客户满意；需求管理；供应商关系管理
英文关键字：	Supply Chain Management; Customer-Satisfaction
中文摘要：	随着科学技术的不断进步，世界经济的高速发展，全球一体化进程的加快，客户需求多样化的趋势不断增强，企业之间的竞争日益加剧。企业已经不能只靠自己的努力而获得成功，必须与供应商、客户联合一体化发展。因此，供应链管理应运而生。作为供应链管理的核心环节——需求管理和供应商关系管理，已经成为整合企业资源，加强上下游企业之间的合作，实现供应链整体优化，从而提高企业核心竞争力的重要手段。 供应链管理的两个重要的环节是需求管理和供应商关系管理。供应链管理的目的是稳定供货渠道，提高产品质量和企业的利润，降低成本，快速响应顾客的要求，以更好的应对市场需求的变化，进而达到提高客户满意度的目的。本文从客户满意度调查入手，分析供应链管理中存在的问题，提出需求管理和供应商关系管理的必要性和对企业发展的意义。本文对供应链管理的理论，以及需求管理和供应商关系管理的理论的研究现状进行了综述，对比了传统的供应链管理与客户定制的制造型企业的供应链管理的异同，进而分析供应链管理对提高客户满意度的意义。 本文以F公司作为研究背景，重点分析了生产客户定制产品的制造型企业影响客户满意度的主要因素是需求管理和供应商关系管理，并进一步分析了F公司在这两方面的管理现状。以需求管理和供应商关系管理依据，以提升F公司的客户满意度为目标，对其现有的流程和管理现状进行了改进。将需求管理和供应商关系管理进行了优化，分别从他们的不同特点找出各自存在的问题，提出不同的管理方式和解决方案。 需求管理和供应商关系管理理论会随着供应链管理水平的进步而不断完善，同时也会因行业特点的不同而不同，本文就是从生产客户定制产品的制造型企业的角度进行分析，希望对此类企业有一定的借鉴和帮助。
英文摘要：	With the development of technology innovation, global economy and customer’s demand, the competition among enterprises is rising. The enterprise can’t succeed by itself any more, it must invite suppliers and customers to join in the development of it and pursue supplier and customer’s integrated development, so Supply Chain Management comes into being. As the core part of Supply Chain Management - Demand Management and Supplier Relationship Management have become the key to integrate enterprise resources and strengthen the cooperation between upstream and downstream enterprises, in order to improve their core competence. Demand Management and Supplier Relationship Management are two important aspect of Supply Chain Management. Supply Chain Management aimed at stabilizing the supply channels, improving product quality, increasing company’s profit, lowering product costs, responding customer’s requirement, at the end, in order to improve the customer’s satisfaction. Based on customer’s satisfaction Survey, the thesis analyze existent problem of Supply Chain Management, and introduce the importance of Demand Management & Supplier Relationship Management. In this paper, the theory of Supply Chain Management, Demand Management and Supplier Relationship Management are summarized. By comparing the traditional supply chain management and customized manufacture management, it was analyzed that benefit of Supply Chain Management on Customer-Satisfaction. In this thesis, I study on the background of F company and analyze the situation of the Demand Management and Supplier Relationship Management of the customize manufacture company. Finally, I improve the existing procedures and management of F company based on the theories of Demand Management and Supplier Relationship Management, in order to improve the Customer-Satisfaction. I also refine the demand and supplier relationship management according to different characteristics of their respective problems and propose different management styles and solutions. Theories on demand management and supplier relationship management will be improved sometimes, together with the enterprise management level. Meanwhile, demand management and supplier relationship management in one company will also be different from others. This paper only focuses on the analysis in the customize manufacture company. At last, this research could be used for reference of other manufacturing enterprise.
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