| Summary: | 碩士 === 明志科技大學 === 工業工程與管理研究所 === 98 === With the rapid increasing competitive environment and the rising consumers’ awareness, enhancing post-sales service becomes a pertinent strategy in strengthening customer satisfaction for 3C (Computer, Communication & Consumer Products) products. Hence, other than focusing on improving product quality, industries have devoted many resources to improve the quality of post-sales service. Since post-sales services contain repair and remanufacturing, customers would expect a fast repair service with minimal downtime. Thus, a good post-sales service will not be achieved without constructing appropriate reverse logistics. Furthermore, other than considering regular sales, reverse logistics of repair and remanufacturing product such as inventory levels, maintenance time, and the price of repair should also be taken into consideration. If an effective and integrated reverse logistics system can be developed, customer satisfaction will be enhanced, the overall operational cost can be reduced, and the brand image will be broadened and promoted.
However, only a few research have considered the entire aspect of post-sales service and reverse logistics. Similarly, fewer industries have contributed to the integration of post-sales service and reverse logistics due to the cost associated with conducting such experiments. Hence, this research analyzes the characteri-
stics of 3C products, the post-sales service flow, reverse logistics network design, and the influence of the flow design on the service quality. Further more, this research use Quality Function Deployment (QFD) to cope the measurements of maintenant service quality with PZB model. A simulation model is then developed to evaluate the impact and the cost of service quality on the reverse logistics flow of 3C product. Our results show that service quality and customer satisfaction will be increased with a more effective reverse logistics network design.
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