【作者】 张冬；

【导师】 董明；

【作者基本信息】 上海交通大学 ， 工业工程， 2008， 硕士

【摘要】 售后服务已经成为工业产业的第三桶金,其中,服务备件的及时响应是实现售后服务承诺的重要保证因素。由于需求的不确定性,服务备件的库存和提前期管理较为复杂,其安全库存量的设置需要在提高服务水平与降低库存持有成本间取得平衡。本文引入精益六西格玛,选用空压机服务备件库存管理作为项目载体,验证该理论在该领域的应用可行性。精益六西格玛融合了精益思想与六西格玛改进的精髓,应用DMAICL模式,辨识服务备件管理流程中的增值和非增值活动,将价值辨识的思想与数据分析严密结合,以库存周转率和备件提前期作为问题改善点,应对客户设备维修的需求不确定性,基于服务水平设置安全库存,提高售后服务响应速度。项目改善的结果是库存周转率由2.5提高到4,备件订购提前期缩短21%,验证了该方法在解决服务备件库存上是可行和有效的。研究创新点在于:1)将服务备件管理视作流程运作过程,考虑了库存周转率和提前期,取得突破性改进成果;2)在改进阶段中,针对服务备件不同于成品备件的特殊性,提出了基于服务水平和需求预测的安全库存设置方案;3)用英格索兰公司的空压机服务备件管理案例重现了精益六西格玛的DMAICL模式,并提出了精益六西格玛在这方面应用的通用性与特殊所在。最后,对以后的研究做出了展望。更多还原

【Abstract】 After-sales business is a rich resource of profits, and in-time response for service spare parts needs is a guarantee for realizing promise made to customers. Due to uncertainty and non-predictability, the spare parts inventory and lead time management becomes relatively difficult, requiring a balance between enhancing service quality and reducing inventory cost. This paper introduced Lean six-sigma and applied it on a project of spare parts inventory improvement for Air Compressors in Ingersoll Rand to verify Lean six-sigma is feasible and efficient to solve our problem. Lean six-sigma integrates lean thinking and six-sigma improve, utilize DMAICL to identify non value-added activities in process in order to cope with changing customer needs and fasten the service response, connecting value identifying and data analysis together, focusing on inventory turnover and lead time to meet customer needs. In the improve stage, safety stock is set based on service level. The practical result is that inventory turnover increased from 2.5 to 4, and purchasing order fulfillment lead time reduced by 21%, showcasing feasibility and effectiveness in solving this kind of problems. Characteristics and innovativeness presented are:1)Lean-sigma consider service spare parts inventory management and delivery as processes, take inventory turnover and lead time into account, making breakthrough results; 2)At the improve stage of Lean-sigma projects, a proposal to set safety stock based on service level and equipment demand forecast achieve balance covering as much as demand uncertainty and reducing as much as inventory cost; 3)A practical case of Inventory management for service spare parts in Air Compressors in Ingersoll Rand is elaborated, make a clear presentation of DMAICL and pinpoint where are the generality and particularity of Lean-sigma. Finally, the research outlook is made.更多还原