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題名 企業供應鏈轉型需求鏈之研究
A Transformation from Supply Chain Management to Demand Chain Management-Learning from cases of customer relationship management作者 李雅萍 貢獻者 尚孝純
李雅萍關鍵詞 需求鍵管理
供應鍵管理
客戶關係管理
Demand chain management
Supply chain management
Customer relationship management日期 2007 上傳時間 6-May-2016 16:37:11 (UTC+8) 摘要 需求鏈管理著重於達成客戶的需求，以滿足客戶需求為重心設計整個價值鏈。相對於需求鏈，供應鏈管理強調整個價值鏈中物流與製造流程的最佳化。普遍來說，著重客戶服務效能的價值鏈可採用”拉式”(pull)的方法設計，而強調低成本製造流程的價值鏈則可採用”推式”(push)方法。縱然顧客導向的重要性已在管理領域被普通的提及，顧客關係管理系統也被認為是企業轉型的關鍵驅動因子之一，但仍需要實際上的個案去證實組織如何利用客戶關係管理轉型成顧客導向的組織。 首先，本研究比較了供應鏈管理與客戶需求導向管理的不同，進而選擇若干個已由供應鏈管理成功轉型為需求鏈管理的個案加以探索。在本研究中提供三個個案，藉此探討企業轉型的驅動因子、組織變革，以及轉型後的組織流程，對於顧客關係管理系統如何幫助企業轉型也提供了初步的了解。
Demand chain management (DCM) focuses on meeting customer needs rather than on optimization of the logistics and production system. More specifically, DCM stresses satisfying customer needs with the entire value chain from marketing, sales, research through production to delivery. Supply chains, in contrast, emphasize efficiencies in the production and logistics processes. A primary focus on customer service effectiveness could imply a chain with a “pull” approach, while a focus on cost savings in production could imply a “push” approach. Management wisdom has highlighted the importance of customer orientation, and a customer relationship management system has been one of the key enablers for business transformation. However, there is a need for empirical support on how organizations adopt and transform customer-centric practices. This study first compares existing knowledge about the supply chain management and customer demand-driven practice and then testes it in selected cases in which firms have transitioned from a supply chain focus to a customer demand focus. Using three case examples, the study presents triggers, organizational changes, and the resultant processes of the firm, and it provides a preliminary understanding of how a customer relationship management system can transform a firm’s products and services, value-generation processes, resource arrangements, responsibilities, and value propositions.參考文獻 1 Chen, I.J., Popovich, K.,”Understanding customer relationship management (CRM) “, Business Process Management Journal, 2003. 2 Frohlich, M.T., Westbrook, R., “Arcs of integration: an international study of supply chain strategies”, Journal of Operations Management, 2001, 185–200. 3 Holmstrom, J., Hoover, W., Louhiluoto, P., Vasara, A.,”The other end of the supply chain”, The McKinsey Quarterly, 2000. 4 Joy, R.,” Brand identity becomes brand experience”, World Tobacco, 2001. 5 Kilmann, R. H., Covin, T. J., and Associates, “Corporate Transformation: Revitalizing Organizations for a Competitive World”, Jossey-Bass Inc., 1988. 6 Kopczak, L.R., Johnson, M.E.,” The supply-chain management effect “, MIT Sloan Management Review, 2003. 7 Kuglin, F.A., “Customer-Centred Supply Chain Management”, AMACOM. American Management Association, New York, 1998. 8 Langabeer, J. and Rose, J., “Creating Demand Driven Supply Chains”, Chandos Publishing, Oxford, 2001(a). 9 Langabeer, J., Rose, J., “Why the supply chain is past its sell-by date”, Financial Times, 5 December., 2001(b). 10 Lee, H. L., Billington, C.,“Materials management in decentralized supply chains”, Oper. Res. 41(5), 1993, 835–847. 11 Lee, S.M., Olson, D.L., Trimi, S., Rosacker, K.M., ”An integrated method to evaluate business process alternatives”, Business Process Management Journal, 2005. 12 McCarthy, F.T., “Long words explained”, The Engineer, 2001. 13 Muzyka, D., de Konig, A., & Churchill, N., “On transformation and adaptation, building the entrepreneurial corporation”. European Management Journal, 13(4), 1995, 346–363. 14 Peppard, J., "Customer relationship management (CRM) in financial services", European Management journal, Vol. 18 No. 3, 2000, pp. 312-27. 15 Poirier, C.C. and Bauer, M.,” E-Supply Chain: Using the Internet to Revolutionize Your Business”, Berrett-Koehler Publishers, 2000. 16 Selen, W. and Soliman, F., “Operations in today’s demand chain management framework”, Journal of Operations Management, Vol. 20, No. 6, 2002, pp. 667-73. 17 Singh, R., Salam, A.F., Iyer, L.,” Agents in e-supply chains”, Communications of the ACM, 2005 18 Soliman, F., Youssef, M., “The impact of some recent developments in e-business on the management of next generation manufacturing”, International Journal of Operations and Production Management, 21 (5/6), 2001, 538–564 19 Stefanou, C.J., Sarmaniotis, C., Stafyla, A., “CRM and customer-centric knowledge management: an empirical research”, Business Process Management Journal, 2003 20 Swaminathan, J. M, “Supply chain management”, International Encyclopedia of the Social and Behavioral Sciences. Elsevier Sciences, Oxford, England, 2001 21 Swaminathan, J. M., Smith, S. F., Sadeh, N., “Modeling supply chain dynamics: A multi-agent approach”, Decision Sci. 29(3), 1998, 607–632. 22 Tan X., Yen, D.C., Fang, X., “Internet integrated customer relationship management: A key success factor for companies in the e-commerce arena”, The Journal of Computer Information Systems. Stillwater: Spring 2002. 23 Vakharia, A.J., “E-business and supply chain management”, Decision Sciences, Vol. 33 No. 4, 2002, pp. 495-504 24 Vollmann, T.E., Cordon, C., Heikkilä, J.,“Teaching supply chain management to business executives”, Production and Operations Management Journal 9 (1), 2000, 81–90. 25 Xu, M.,Walton, J., “Gaining customer knowledge through analytical CRM”, Industrial Management + Data Systems. Wembley: 2005. 描述 碩士
國立政治大學
資訊管理學系
94356012資料來源 http://thesis.lib.nccu.edu.tw/record/#G0094356012 資料類型 thesis dc.contributor.advisor 尚孝純 zh_TW dc.contributor.author (Authors) 李雅萍 zh_TW dc.creator (作者) 李雅萍 zh_TW dc.date (日期) 2007 en_US dc.date.accessioned 6-May-2016 16:37:11 (UTC+8) - dc.date.available 6-May-2016 16:37:11 (UTC+8) - dc.date.issued (上傳時間) 6-May-2016 16:37:11 (UTC+8) - dc.identifier (Other Identifiers) G0094356012 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/94430 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 資訊管理學系 zh_TW dc.description (描述) 94356012 zh_TW dc.description.abstract (摘要) 需求鏈管理著重於達成客戶的需求，以滿足客戶需求為重心設計整個價值鏈。相對於需求鏈，供應鏈管理強調整個價值鏈中物流與製造流程的最佳化。普遍來說，著重客戶服務效能的價值鏈可採用”拉式”(pull)的方法設計，而強調低成本製造流程的價值鏈則可採用”推式”(push)方法。縱然顧客導向的重要性已在管理領域被普通的提及，顧客關係管理系統也被認為是企業轉型的關鍵驅動因子之一，但仍需要實際上的個案去證實組織如何利用客戶關係管理轉型成顧客導向的組織。 首先，本研究比較了供應鏈管理與客戶需求導向管理的不同，進而選擇若干個已由供應鏈管理成功轉型為需求鏈管理的個案加以探索。在本研究中提供三個個案，藉此探討企業轉型的驅動因子、組織變革，以及轉型後的組織流程，對於顧客關係管理系統如何幫助企業轉型也提供了初步的了解。 zh_TW dc.description.abstract (摘要) Demand chain management (DCM) focuses on meeting customer needs rather than on optimization of the logistics and production system. More specifically, DCM stresses satisfying customer needs with the entire value chain from marketing, sales, research through production to delivery. Supply chains, in contrast, emphasize efficiencies in the production and logistics processes. A primary focus on customer service effectiveness could imply a chain with a “pull” approach, while a focus on cost savings in production could imply a “push” approach. Management wisdom has highlighted the importance of customer orientation, and a customer relationship management system has been one of the key enablers for business transformation. However, there is a need for empirical support on how organizations adopt and transform customer-centric practices. This study first compares existing knowledge about the supply chain management and customer demand-driven practice and then testes it in selected cases in which firms have transitioned from a supply chain focus to a customer demand focus. Using three case examples, the study presents triggers, organizational changes, and the resultant processes of the firm, and it provides a preliminary understanding of how a customer relationship management system can transform a firm’s products and services, value-generation processes, resource arrangements, responsibilities, and value propositions. en_US dc.description.tableofcontents Chapter 1 : Introduction 5 Chapter 2 : Literature review 6 Supply chain management 6 Demand chain management 6 Contrasting SCM and DCM 7 Customer relationship management and business transformation 9 Chapter 3 Research methodology 10 Framework for data collection 10 Research process 10 Literature review and case analysis 11 Single case analysis 13 Cross case analysis 13 Finding Verification 13 Expert Interviews 13 Chapter 4 Case description 14 Company A 14 Company B 17 Company C 19 Chapter 5 Discussion 22 Build customer insight from customer information 22 Connect customer information with customer segment and business activities 25 Value chain change 27 Company culture change 30 Chapter 6 Conclusion 33 Limitation and future research 34 Reference 35 zh_TW dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0094356012 en_US dc.subject (關鍵詞) 需求鍵管理 zh_TW dc.subject (關鍵詞) 供應鍵管理 zh_TW dc.subject (關鍵詞) 客戶關係管理 zh_TW dc.subject (關鍵詞) Demand chain management en_US dc.subject (關鍵詞) Supply chain management en_US dc.subject (關鍵詞) Customer relationship management en_US dc.title (題名) 企業供應鏈轉型需求鏈之研究 zh_TW dc.title (題名) A Transformation from Supply Chain Management to Demand Chain Management-Learning from cases of customer relationship management en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 1 Chen, I.J., Popovich, K.,”Understanding customer relationship management (CRM) “, Business Process Management Journal, 2003. 2 Frohlich, M.T., Westbrook, R., “Arcs of integration: an international study of supply chain strategies”, Journal of Operations Management, 2001, 185–200. 3 Holmstrom, J., Hoover, W., Louhiluoto, P., Vasara, A.,”The other end of the supply chain”, The McKinsey Quarterly, 2000. 4 Joy, R.,” Brand identity becomes brand experience”, World Tobacco, 2001. 5 Kilmann, R. H., Covin, T. J., and Associates, “Corporate Transformation: Revitalizing Organizations for a Competitive World”, Jossey-Bass Inc., 1988. 6 Kopczak, L.R., Johnson, M.E.,” The supply-chain management effect “, MIT Sloan Management Review, 2003. 7 Kuglin, F.A., “Customer-Centred Supply Chain Management”, AMACOM. American Management Association, New York, 1998. 8 Langabeer, J. and Rose, J., “Creating Demand Driven Supply Chains”, Chandos Publishing, Oxford, 2001(a). 9 Langabeer, J., Rose, J., “Why the supply chain is past its sell-by date”, Financial Times, 5 December., 2001(b). 10 Lee, H. L., Billington, C.,“Materials management in decentralized supply chains”, Oper. Res. 41(5), 1993, 835–847. 11 Lee, S.M., Olson, D.L., Trimi, S., Rosacker, K.M., ”An integrated method to evaluate business process alternatives”, Business Process Management Journal, 2005. 12 McCarthy, F.T., “Long words explained”, The Engineer, 2001. 13 Muzyka, D., de Konig, A., & Churchill, N., “On transformation and adaptation, building the entrepreneurial corporation”. European Management Journal, 13(4), 1995, 346–363. 14 Peppard, J., "Customer relationship management (CRM) in financial services", European Management journal, Vol. 18 No. 3, 2000, pp. 312-27. 15 Poirier, C.C. and Bauer, M.,” E-Supply Chain: Using the Internet to Revolutionize Your Business”, Berrett-Koehler Publishers, 2000. 16 Selen, W. and Soliman, F., “Operations in today’s demand chain management framework”, Journal of Operations Management, Vol. 20, No. 6, 2002, pp. 667-73. 17 Singh, R., Salam, A.F., Iyer, L.,” Agents in e-supply chains”, Communications of the ACM, 2005 18 Soliman, F., Youssef, M., “The impact of some recent developments in e-business on the management of next generation manufacturing”, International Journal of Operations and Production Management, 21 (5/6), 2001, 538–564 19 Stefanou, C.J., Sarmaniotis, C., Stafyla, A., “CRM and customer-centric knowledge management: an empirical research”, Business Process Management Journal, 2003 20 Swaminathan, J. M, “Supply chain management”, International Encyclopedia of the Social and Behavioral Sciences. Elsevier Sciences, Oxford, England, 2001 21 Swaminathan, J. M., Smith, S. F., Sadeh, N., “Modeling supply chain dynamics: A multi-agent approach”, Decision Sci. 29(3), 1998, 607–632. 22 Tan X., Yen, D.C., Fang, X., “Internet integrated customer relationship management: A key success factor for companies in the e-commerce arena”, The Journal of Computer Information Systems. Stillwater: Spring 2002. 23 Vakharia, A.J., “E-business and supply chain management”, Decision Sciences, Vol. 33 No. 4, 2002, pp. 495-504 24 Vollmann, T.E., Cordon, C., Heikkilä, J.,“Teaching supply chain management to business executives”, Production and Operations Management Journal 9 (1), 2000, 81–90. 25 Xu, M.,Walton, J., “Gaining customer knowledge through analytical CRM”, Industrial Management + Data Systems. Wembley: 2005. zh_TW
