Study On The Server And Storage Service Parts Management Of X Company

With the impact of global economic integration, competition amongenterprises is becoming more and more intense. The competition is notlimited to product performance, product quality and price, but alsoextended to the after-sales service. Good after-sales service can improvecustomer satisfaction and retain existing customers, attract newcustomers, increase sales, and improve the company’s market share. Avery important aspect of the after-sales service system is the service partsmanagement. The core of the service parts management is to achieveeffective management of service parts, on one hand to improvecustomers’ satisfaction, while on the other hand to reduce the total cost ofthe service parts.In this thesis, service parts management of server and storageproducts in the company is studied. Improvement of service partsmanagement is proposed from perspectives of service parts classification,demand forecasting and order policy. The research background and itsimportance are first described. The difference between service partsmanagement and the finished goods inventory management, as well asthe effectiveness that service parts management could enhance the levelof customer service and cost-effectiveness are discussed. The study ofservice parts classification demand forecasting and inventory control bothat home and abroad is summarized. The status of the X Company’sserver and storage service parts management is analyzed andimprovement proposal is raised. Several theories on service partsmanagement are researched. The most common ABC and AHP classification methods to be used in the service parts management arestudied. Then the characteristics and the basic principles of the forecastare researched,"simple" time series model is suggested to be veryeffective in solving practical problems. Four types time series predictionmodel are studied, and how to reasonably choose the value of isdiscussed. The service parts order model is studied afterwards, the reachpurpose of order model is to minimized stock cost. Then the way tocalculate safety stock and reorder point are researched for both regularorder model and quantitative order model in the cases of changes indemand for service parts, order lead unchanged, and demand for serviceparts and ordering lead both change. Two order models are compared inseven aspects of order quantity, reorder point, etc.At last, the service parts management of server and storage productsof the company is improved based on the research. The analytic hierarchyprocess is used to improve the service parts classification; and then allkinds of variance of different time series forecasting are compared todetermine the most appropriate forecasting method to each service parts;In order to meet the service-level requirement, different orderingstrategies are adopted for different class of service parts, the total cost ofservice parts is calculated through simulation. The calculation resultsdemonstrate that through improvement of service parts management, theafter-sale service level can be improved and real economic benefits canbe obtained. This study is hoped to be useful to the similar enterprises.