| Summary: | 碩士 === 國立交通大學 === 管理學院碩士在職專班管理科學組 === 97 === The reverse logistics refers to the processes and supply chain management of recycle, remanufacture or scarp by the manufacturers which have produced those products or parts. Due to the importance and emphasis on environment protection and green enterprise, reverse logistics not only should be paid more attention but also become one of the key factors in business making profit and managing performance. This research unit, the Customer Service Department (CSD) of a Taiwanese EMS Company in China, is confronted with the difficulties of complex and uncertain reverse logistics problems such as customer requirement of repair model, return forecast, material attrition and reuse, material inventory and supplier management, organization management, etc. Due to the factors of the complex and uncertain problems in this case, the Soft System Methodology (SSM) which is a system-thinking-based process of tackling real-world problems in all their complexity has been adopted to analyze and define the problem, find out the issues and provide the workable solutions. SSM is a general problem-solving technique and particularly good for dealing with messy, complex, ill-defined or unstructured problems. This study applied SSM seven-stage analysis to build a rich picture, define CATWOE and EROS model in order to structuralize current problem situation and possible solutions. This study suggested that the four modules of information and control system should be implemented and the necessary of process and organization reengineering to define a workable and feasibility analysis. In the end, this study will submit the structured suggestions proposal and estimated the final result of implementation. Finally, the research verified that the SSM is usable and suitable for reverse logistic management.
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