| Summary: | 碩士 === 國立臺北科技大學 === 商業自動化與管理研究所 === 94 === Nowadays, satisfactions of customers have become important competitiveness of enterprises. The idea of passive reverse logistic in enterprises has been transformed. In order to promote the image of enterprise and increase the service level to customers, enterprises take the initiative in reverse logistic. Under this management pattern, enterprises must take the responsibility of guarantee and service, which is a big challenge for large-scale enterprises. Maintaining higher satisfactions of customers, the higher cost is consequential. For global enterprises, product recycling is not easy than local enterprises. It is impossible to gather the repairing goods to Taiwan and then return them to customers around the world. Enterprises will lose customer loyalties and goodwill at the same time. That will be a great lost. Therefore, increasing after-sales service quality and establishing repair center will be an important subject for global enterprises.
By using the Fuzzy Analytic Hierarchy Process (Fuzzy AHP) of Multi-criteria decision making, we describe the way of information technology industry choosing the reverse logistics RMA center position. We combine many literatures with relevant experts’ interview, build the hierarchy structure of global logistics RLT center choosing position decision. We get the weight of four main factors, fourteen criteria, and each position of three continents in sequentice. The most important factor is logistics, the next are cost and market factors; the most important criteria is transportation cost, the next are operation cost, customer power, custom, labor quality, and Hub distance; the best location in America is L.A., the next is Mexico; the best location in Asia is China, the next is Taiwan; the best location in Europe is Holland, the next are Poland and Germany.
This research considers the location determination decision of global logistics management for reverse logistics traceability, and estimates the IT industry relevant manager decision making for RLT center. We find that the most important factor is logistics, but most of enterprises regard cost as the first importance. Therefore, they look for the lowest cost position, but not the best location.
A proper strategy of positioning RLT (Reverse Logistic Traceability) center will provide enterprises a faster, elastic and low-cost operation flow. Further, better product quality and effective operation are expectable. The location of RLT center has become an important subject for enterprises. Decreasing the operating cost of enterprise and increasing the service level, depending on how to expand the territory of business and optimize the geography of enterprise.
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