进入21世纪后,各个欧亿·体育（中国）有限公司竞争都日益激烈,消费者的需求已不仅仅限于有

形产品,而对售后服务提出了更多的要求,企业逐渐将竞争的焦点转到售后服

务上来。企业为了满足客户不断提高的期望,不断迎合客户变化的需求,势必

会导致大量库存。在现代企业管理中,库存管理已成为一个越来越重要的管理

环节,优秀的库存管理可以帮助企业降低成本、维持高水平的客户满意度、增

强企业的竞争力并提高盈利能力。本文针对FC公司售后服务回收物料库存管

理展开了研究,主要解决了导致回收物料库存过高的两个问题:客户需求变化

较快和不良回收物料维修周期过长。论文通过对FC公司售后服务回收物料的

库存管理的优化,有效降低了公司库存管理成本,保证客户服务水平,提升企

业利润。论文在对FC公司售后服务回收物料库存存在的问题进行详细分析的

基础上,引入基于时间序列的需求预测方法对客户需求进行预测,并在需求预

测改善的基础上,采用多种库存管理策略应用到回收物料的库存管理中来。同

时,论文运用供应链环境下的库存管理理论,在FC公司推行了供应商库存管

理方法。通过售后服务回收物料库存优化方案的实施,FC公司库存管理的三大

指标(库存周转天数、呆滞库存比例、不良库存比例)均有20%的提升,有效

提升了库存管理水平,大幅度降低了库存成本。论文研究提出的需求预测方法

和供应商库存管理方案,对解决具有季节性需求的企业需求预测和库存管理问

题,具有一定的指导和借鉴意义。

关键词:售后服务;回收物料;库存管理

Abstract

In the 21st century, competition is becoming harder and harder in every market.

Consumers' demand is not only for the tangible products,but also for the after-sales

service. So, more and more enterprises have turned the competition focus to the

after-sales service. Customers' requirement is becoming higher and higher and

enterprises have tried to meet customer's changing and inaccuracy demand, which

necessarily caused a higher inventory. Inventory management has become

an increasingly important aspect of modern enterprise management,perfect

inventory management can help enterprise reduce the cost, also can improve the

satisfaction of customers, and increase the competitiveness and earning capability of

enterprises. This research focuses on the reclaimed material's inventory management

of FC Company for after-sales service and mainly solves two problems which cause

the high reclaimed material inventory — customer's changing and inaccuracy

demand and long repaired term of default reclaimed material. By optimizing

the reclaimed materials' mventory management of FC Company for after-sales

service,this research help FC Company reduce the cost, and maintain high level

satisfaction of customers, and increase the earning capability. Based on deeply

analyzing the situation of reclaimed materials inventory management of the FC

Company for after-sales service, this thesis predicts the long term demand forecast

by rolling time frame model, and on the basis of the improved demand prediction,

we apply various inventory management strategies into the reclaimed materials'

inventory management. In the meantime, by the theory of inventory management in

the Supply Chain Management environmental science, we carry out the VMI Model

in FC Company. By drawing into inventory optimization scheme this thesis

researched for reclaimed materials inventory management of FC Company, three

indexes of inventory management (inventory turnover days, the dead stock ratio

and bad inventory ratio) have improved 20%, these effectively enhance the level of

inventory management and decrease sharply inventory management cost.

The demand predicting methods and VMI scheme researched in this thesis could be

used as reference to other seasonal demand enterprises for solving their demand

predicting and inventory management optimization.

Key words: After-sales service; Reclaimed materials; Inventory management