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论文编号：	879
作者编号：	2120062375
上传时间：	2008/12/12 10:26:05
中文题目：	E公司以客户为中心的供应链一体
英文题目：	Study on Integrated Supply Cha
指导老师：	邱立成
中文关键字：	供应链;供应链一体化;客户服务;<
英文关键字：	Supply Chain;The Integration o
中文摘要：	自从二十世纪九十年代以来，随着工业品市场竞争的日益激烈，产品以及技术的优势越来越难以保持，很多供应商开始将向客户提供全面完善的服务作为关键的竞争因素。甚至很多工业品的生产厂商在注重自己产品特色的同时，更强调自己为客户提供整体解决方案以及其他增值服务的能力。但是企业不能作为独立的个体给客户提供全面的服务，必须通过上下游企业的通力合作才能够满足不断提升的客户需求，从而使企业能够得以生存，并不断发展。怎样使企业能够了解客户的需求，有效地整合和利用内外部，以及上下游资源，就成了企业迫切的需求，而此需求必须以客户为中心，否则就会成为，无水之源，无根之木，失去方向和基础。 本文主要以E公司为案例公司进行了如下研究：以客户为中心的供应链管理的内涵和意义、以客户为中心的供应链与供应链一体化管理理论及其模式的普遍性和管理模式的适用环境。并根据E公司的行业背景、产品性质及其客户状况和分布情况，提出其在物流、采购和库存管理中所存在的问题和弊病。针对这一情况，利用供应链中的管理理论，进一步针对性地以敏捷物流为基础，逐一提出了改善的措施及方法，深化了以客户为中心的供应链一体化的管理思想，并对E公司的整个供应链的过程进行了改善，在此基础上，对2006到2007年度的顾客满意度做了效果分析，及持续改进的改善对策分析，旨在根据分析结果和改善对策提升E公司的客户服务管理水平，从而提高客户满意度。
英文摘要：	From 1990s, with the increasing competitions in industrial markets, it is very difficult to keep the advantage of product character and technology. More and more suppliers make providing perfect service to customer as their key competitive factor. Even many industrial manufacturers start to fade out their product feature and turn to emphasis their ability to provide the whole problem solving project and other value added services，but sole company can not meet all the customer requests. She must cooperate with their cooperators of upriver or downriver. This is the survival and developing rules of company. How to let company know the customer needs and integrated all the internal or external resource efficiently? This is the urgent requests of company. The key is the thinking customer and customer centralize, otherwise company will lose their correct directions. This thesis, firstly, according the research on the meaning of supply chain in customer centralization and integration, supply chain management methods and model application scope. Then, it introduces the industrial background of E company and analyzes key element in customer of E company according to related theory. It also presents the current problems in the areas of logistic, purchase and inventory, with improvement solutions according to the customer centralize supply chain integration management theories based on the smart logistic. Emphasizing the customer centralization management target, improve the whole supply chain process of E company and do the effective comparation of customer satisfaction date between 2006~2007. Also give continuance improving solutions, aiming at improving the service level of E company and in order to increase the customer satisfaction.
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