跨境電商環境下物流企業的業務發展策略-以中国邮政為例 / After Chinese domestic ecommerce boom in the mid-2000s, cross-border ecommerce has become the hot topic and big trend in recent years. As one of the important part of ecommerce, logistics service providers also face some difficulties in changing from the domestic to cross-border e-commerce. The study starts from the business development trend and in view of postal express player to seek the effective strategies. For example, they should set up different strategies for different target customers and provide tailor-made products, establish the overseas warehouse for global network expansion, work with the government and participate in the pilot cities of cross-border ecommerce, design convenient and efficient customs clearance system, further improve the terminal network and customer service system, and finally create a better industrial atmosphere with the cross-border ecommerce practitioners and rejuvenate the postal express and logistics enterprises in business development.

京都大学 / 0048 / 新制・論文博士 / 博士(工学) / 乙第13223号 / 論工博第4173号 / 新制||工||1708(附属図書館) / (主査)教授 小林 潔司, 教授 宇野 伸宏, 教授 山田 忠史 / 学位規則第4条第2項該当 / Doctor of Philosophy (Engineering) / Kyoto University / DFAM

隨著全球化趨勢以及企業間越加激烈之競爭關係，生產者為滿足消費者之即時需求，即常透過多式運送模式將商品跨國快速遞送。物流服務之涵蓋範圍因而越發廣泛並持續擴展，除了實體之商品配送服務，並完善整合不同運送模式，且將高效率之管理、關務與其他商業活動納入範疇。此種整合型物流服務之出現，除了免除生產者與貿易商物流管理之額外負擔，以利其專注本業外，高品質之物流服務尚可提昇運輸服務業之生產力，同時並增進全球經濟福利之發展。 鑑於物流服務以及供應鏈管理服務均非屬W/120中之獨立部門，WTO會員即以CPC為基礎發展出物流服務清單與相關提案，以期提昇物流服務在市場開放與國民待遇之承諾情形。 本文首先介紹物流服務之貿易實務，概述物流服務之貿易概況、產業趨勢與貿易障礙；其次探討GATS 架構下物流服務之相關規範與會員提案，並分別就相關之GATS條文與會員提案發展為剖析。此外，本文並分析WTO會員就物流服務之現行承諾狀況與新回合之開放情形。最後，本文以物流服務之分類議題、定義議題與相關服務之新回合談判進展為重點，進行深入之分析並嘗試提出可行之解決之道。 / In the wake of globalization and increasingly fierce competition, goods often need to be transported through several countries (by road, rail, air or water) as quickly as possible in order to respond "just in time" to customer demand. Logistics services comprise a wide range of services and are constantly evolving In addition to the physical transportation of goods, based on an optimized combination of available modes of transport, it involves the efficient handling of management, customs and other business matters. The existence of integrated logistics services relieve manufacturers and traders of the burden of logistics management and allow them to focus on their core competencies. High-quality logistics services could also increase the productivity of the transport sector, and improve global economic welfare at the same time. Since neither logistics nor supply chain management is identified as a distinct industry on the W/120, WTO members that rely on the CPC have advocated developing a freight logistics checklist and related proposals in the hope of improving meaningful market access and national treatment commitments for logistics services. The thesis first introduces the practices of trade in logistics services, including the profiles, trends of industrial development, and trade barriers on trade in logistics services. Then the thesis discusses the related regulations and proposals of logistics services under the GATS framework, explaining the related GATS articles for logistics servies and clarifying their influence as well. Besides, the thesis also exam members’ existing commitments and offers on the logistics services. Finally, the thesis focuses on the classification, definition and negotiation issues on the logistics services, analyzing existing difficulties and trying to submit possible solutions.

由於消費者的消費行為改變，以及行銷通路權力的轉移，為滿足顧客需求，物流中心提供後勤支援活動，獨立運作於行銷通路，而有通路變革的發生，影響最適化通路成員關係的發展。物流中心的貢獻，最終目標，是使行銷通路有能力獲得優於競爭者的持久性競爭優勢來源。 　　本研究探討後勤系統對流通路成員關係之影響，經由物流中心的顧客價值創造者，來分析資訊應用於後勤管理目標與行銷通路成員關係型態的配合，以及通路權力轉移，影響通路關係的發展。並提出在通路關係上，全體行銷通路成員應有的管理上作為。 　　本研究採用探索性研究，首先進行相關文獻的探討，接著提出觀念架構，然後，進行實地的個案分析與專家訪談，以探討後勤系統管理目標、資訊技術應用目標對行銷通路成員關係型態的影響，以及行銷通路權力擁有者之不同，對通路效益之影響。 　　本研究發現物流中心的後勤管理目標，應有優先順序上的不同，以及資訊技術運用與整合程度，亦會影響通路成員關係的發展。物流中心提供專業化的後勤管理，應有其企業功能與行銷通路功能的一些必要條件，才有能力創造行銷通路的持久性競爭優勢。因此，專業物流中心對流通業的成本效率與差異化效果之貢獻，是配合通路權力轉移，以及符合加值合夥型態通路關係發展的需要。相對的，專業物流中心提供專業化能力，能獲得比批發型物流中心，較多來自其上、下游顧客的滿意度。為了維持行銷通路持久性競爭優勢的來源，通路成員需要瞭解與認知到行銷通路使命、目標、以及策略規劃，在管理上的作為，因而提出可實行的通路關係發展架構之步驟。 　　最後，本研究對相關業者、後續研究者、以及政府提出建議。在商業現代化過程之中，物流中心居於關鍵性地位，它是顧客價值創造者與行銷通路效益之貢獻者。政府有必要輔導傳統零售商與批發商，來分享物流中心的價值創造，以及修改相關法規。相關業者必須考慮如何讓物流中心，能發揮它的專業化後勤系統管理功能，以獲得持久性的競爭優勢來源。

在台灣人口逐漸老化的情況下，如何延緩勞動者退出就業市場，攸關台灣的社會保險、年金體系及照顧體系之存續，但要勞工能夠延後退休，先決條件是身體健康與否，因此勞工的健康狀況，就不僅僅是個人問題，而是台灣社會面臨的整體危機。主管職業健康的各部門，未能意識到每個政策對於整體勞動生產力，之於經濟發展和社會福利、保險的深遠影響，以致於過度聚焦於對於勞工個人影響的層面，而缺乏思考這些行動背後，對於國家整體的宏觀意義 而在執行工作時中造成肌肉骨骼系統的任何不適、困難或疼痛，更是困擾的許多歐洲的勞工，因此歐盟無不以積極的政策來干預MSD，希望能延長停留在勞動市場的期間，並說明對於雇主、勞工、政府、財政所帶來的幫助。另外透過訪談發現，台灣的物流業從業人員，所處在的工作環境，恰如文獻所提，反覆、負重、工時過長…等，時常有受傷而繼續從事工作的情形，也導致物流業流動率高、從業人員較年輕及容易成為MSD的高風險群。 因此必須從增進MSD的概念、提升勞動條件及減少因病缺勤著手。政府方面則必須建構更完整的MSD數據，並制訂讓MSD勞工留在職場的積極性勞動力市場政策以及廣辦宣導會說明MSD對我國的重要性；雇主的重要性更是不可言喻，不僅扮演第一線的觀察者，快速做出因應措施，並著手改善從業人員勞動條件，並將干預措施予以制度化；勞工則必須透過積極參與有關MSD政策或方案的討論，更重要的是養成並維持良好的生活方式的習慣。 / Taiwan population is rapidly aging. How to persuade workers to delay withdrawing from employment market becomes an urgent challenge because this concern has significant implications to our social insurance, the annuity system and healthcare system. Therefore, the health of workers is not just a personal issue, but a public concern that everyone in this society needs to face. Government officials in charge of healthcare policy are not yet aware of its profound impact on labor productivity, economic development, social welfare and social insurance. Policy wise, we put too much attention on individual health promotion while lose sight of its macro impact. MSD, either caused by work or gene, inflicted many European workers, so that the EU actively deal with this issue with the hope that workers are able to stay longer around the labor market as long as possible. This study finds through the interview that workers of the logistics industry in Taipei endure heavy work-load, long working time, and often time have high rate of presenteeism (the tendency of workers to go to work when they are ill enough to stay at home), causing the logistics industry to have not only high exit rate but also high risk of MSD. Therefore, we have to promote the MSD concept, improve labor conditions and reduce presenteeism. For example employers have to include MSD into their pre-employment training courses for those new entrants, to reduce the hours of working time and to decrease presenteeism through providing subsidy to those who suffer from MSD. The government then has to build up a more complete MSD database, and introduces the concept of MSD and its preventive practice through seminars or workshops. Employers have key roles and duty in this issue. Specifically, they have to adopt as well as carry out preventive measures, and take quick actions whenever incidence of MSD occurs in the frontline of workplace. In addition, they have to improve working conditions and institutionalize those intervention measures. Workers then need to actively participate in MSD policy discussion other than maintaining a healthy life style. Workers, employers, health care system and social welfare system have a cause to this joint effort in keeping workers in Taiwan as healthy as possible so that every nationals can Fit For Work.

台灣加入WTO後，各產業面臨全球化之激烈競爭，而國內流通業者如何在連鎖化、大型化、多樣化、差異化的趨勢中，善用高科技，創新經營模式，提升競爭力，已是刻不容緩的課題。台灣流通業者，規模小，數量多，e化人才不足，因此政府在這方面之協助，更顯重要性。 商業司自民國90年起推動「商業e化輔導推動計畫」至民國93年止已輔導了127個體系，共由127家受輔導廠商及其帶動上線企業26,641家接受政府補助進行各項B2B需求鏈的e化應用，如電子採購(e-Procurement)、電子帳務處理(e-Payment)、企業資源規劃(Enterprise Resource Planning)、協同規劃/預測/補貨系統(Collaborative Planning， Forecasting & Replenishment)等。 為了暸解其效益，本研究就民國93年年度接受政府輔導的11個行業別，42個體系，42家受輔導廠商及5,697家帶動上線企業進行問卷普查，及個案訪談加上專家意見，進行方式與步驟如下： 1. 針對帶動上線企業之問卷調查與分析，暸解其持續上線狀況，e化效益，e化交易金額比重，e化困難點，e化滿意度並給予企業提出相關建議等。 2. 依據帶動上線企業各項問卷普查及意見彙整後，再提供受輔導廠商予以回覆，並了解關鍵性績效指標之改善或提升程度。 3. 針對回卷率特別偏低或高，或無持續上線率偏高，或持續上線率高，之受輔導廠商進行深度個案訪談。 4. 佐以商業司主辦的各項會議之專家意見 本研究綜合上述各項調查、個案訪談、意見彙總，除瞭解政府商業e化推動措施對流通業及物流業之效益外，亦針對政府、流通業及資服業提出建議，希望能在產官學研的共同努力下，利用e化提升我國流通業之競爭力。 / Industries in Taiwan have been facing severe competition in the global marketplace since Taiwan joined the World Trade Organization (WTO). E-Commerce is touted as the necessary technology and management innovation for the retailing industry in Taiwan to improve its productivity and competitiveness. Since most retailers in Taiwan are small and medium firms, they frequently lack sufficient resource to implement E-Commerce. Consequently, government must provide the retailers with necessary support and guidance to upgrade their E-Commerce practices. The Department of Commerce (DOC) in Taiwan has been actively assisting the retailers with their e-commerce implementation. Between 2001 and 2004, DOC embarked on the “E-Commerce Promotion and Assistance Plan” and successfully established 127 E-Commerce systems, sponsored 127 firms who subsequently involved 26,641 affiliated firms downstream to implement various B2B programs, including e-Procurement, e-Payment, Enterprise Resource Planning (ERP), and Collaborative Planning, Forecasting & Replenishment (CPFR). The purpose of this study is to assess the effectiveness of DOC’s current E-Commerce policy for supporting the retailers in Taiwan. To collect necessary information, this study surveyed 42 systems, 42 sponsored firms and 5,697 affiliated firms, visited several individual retailers, and interviewed a few industry experts. The following is the research procedure followed by this study. 1. Based on the completed questionnaires from the affiliated firms, this study analyzed and studied the progress, effectiveness, sales contribution, difficulties, and satisfaction of their E-Commerce implementation. Accordingly, several suggestions for improvement were proposed. 2. The feedback from the affiliated firms was provided to those sponsored firms for adjusting their future E-Commerce strategies. 3. Identified several sponsored firms who had either low or high usage of the established E-Commerce programs and conducted in-depth interviews to understand the success and failure of the implementation. 4. Solicited expert opinions from a few DOC-sponsored meetings. With valuable information collected from the above sources, this study intends to shed light in the effectiveness of the government’s current E-Commerce policy. Additionally, this study hopes to provide suggestions to the government, the retailing industry, and the IT industry for improving the practice of E-Commerce and ultimately the global competitiveness of the retailing industry in Taiwan.

台灣圖書出版業者為了增加競爭優勢、降低成本，將物流業務利用外包處理的方式已經相當普遍。為實現使用第三方物流業者之物流服務所帶來之效益，選擇適當的第三方物流公司作為合作夥伴是成功的關鍵之ㄧ，因此如何評選第三方物流公司，就顯得格外重要。 有鑒於圖書出版業者以往易根據供應商的印象或交情，抑或僅憑自己主觀的認定評選物流供應商，比較缺乏系統性的評選；又考量的因素往往難以完全獨立，為解決此一問題，本研究提供一第三方物流供應商評選方法，其包括： 1. 篩選第三方物流供應商評選指標；以及 2. 利用分析網路程序法（ANP）確立評選指標之相對權重。 在參考過去相關研究，並透過專家訪談，歸納出適用於圖書出版業對於第三方物流業者之評選指標，其分為服務品質、履約能力、服務品質、價格條件、資訊管理能力、經營績效五大構面以及17個評選指標；並利用ANP將評選指標之間的相依回饋關係納入考量，找出各指標的權重，以作為企業評選第三方物流業者之評選參考。 之後，本研究以使用第三方物流之圖書出版業者為實例進行說明。研究中發現，圖書出版業者間在評選第三方物流供應商時，所重視的指標會有所不同，業者會根據過去與物流供應商實際合作情況，回饋於選擇第三方物流供應商的系統中，修正評選指標，調整權重認定，以找到適合的物流供應商。以個案公司來說，於第三方物流供應商評選時，對於訂單履行準確性及準時將貨物送達顧客是最重要的考量因素，其反映個案公司過去與第三方物流供應商合作之經驗。 最後，本研究所提供之方法亦可提供決策者充分的資訊與系統化的思考，有利企業做為最終決策的參考。 / As book publishing firms are looking to increase competitiveness, strengthen core competencies and lower overall costs, outsourcing logistics to third party logistics (3PL) service providers have become common practice. To ensure the success and to maximize the benefits of such practice, the selection of the 3PL becomes particularly crucial. This study provides a comprehensive methodology to the selection of a 3PL provider, consisting of two parts: 1. Screening criteria to employ during the selection of a provider；and 2. Determining the relative importance of each screening criterion by the analytic network process (ANP) approach. A total of seventeen criteria have been identified by experts in the book publishing industry with respect to service quality, capabilities, price, information technology management and operational performance of the 3PL providers. As interdependencies exist between each criterion and cannot be captured by the analytic hierarchy process (AHP), to solve such types of problems, this study utilizes ANP to determine the relative weighting in the selection of a 3PL provider. Thereafter, the application of ANP for the selection of a 3PL provider is demonstrated through an illustrative example. The result of the example provided indicates that the criteria of shipment error rates and on-time shipment and deliveries are the most important, and this reflects the influence of the experiences from past cooperation between the case company and 3PL providers. This approach also enables the decision-makers to better understand the complex relationship between the relevant attributes during the decision-making process, which may subsequently improve the outcome of the decision.

產業的成熟與市場的飽和，使得產業的競爭變得愈來愈以成本和服務為導向，而激烈的市場競爭促使服務價格降低求存，以致物流業的服務素質及水準只能「將貨就價」，然而消費者意識的抬頭與服務科學的興起，使得服務品質的管理日益重要。因此，國際快遞物流企業要在提升服務及降低成本的驅動下，透過結合物流產業相關科技優勢與運用服務科學思維，找出顧客對產品及服務的喜好以增進服務效益，進而創新服務。 本研究以層級分析法(AHP)之操作步驟，找出對映客戶需求的四個服務品質構面及衡量構面的十二個準則，在建立一顧客喜好因素架構後，訪談某國際快遞物流前四十大客戶，以Expert Choice的整體階層不一致性判斷值(Overall Inconsistency Index, O.I.I)進行效度檢驗，通過一致性之問卷為32份。研究分析結果發現影響國際快遞物流顧客的喜好之準則，其權重依序是「誠實值得信賴」、「容易使用」及「遞送速度」，構面則以反應性及關懷性最為客戶所重視，並且從驚喜性構面發現，客戶在意的是持續性的改進與穩定的提供服務，而不喜歡沒有系統的改變與創新。在統計分析中，客戶重視程度離散度較大的有「遞送速度」及「誠實值得信賴」兩準則，顯示有特別重視此兩項因素之樣本群，而某些喜好因素間具有中度相關之關聯。 接著本研究為落實服務科學之思維與方法，將影響客戶喜好因素之架構結合決策支援系統，以決策支援系統的三個主要元件，資料庫、模式庫、對話管理提出概念設計，以重要性-績效矩陣(IPA)作為改善服務之排序參考，以及使用品質機能展開(QFD)作為在設計與創新服務的過程中納入客戶需求之方法；此外，也使用權重及客戶滿意度作為瞭解客戶對國際快遞物流服務之偏好程度及對方案之態度參考，使國際快遞物流企業能更有效率的提供滿足客戶個人偏好的服務。 / The maturity of industries and the saturation of markets make industrial competition more and more cost-oriented and service-oriented. To survive the keen market competition, the logistic industry has no choice but to reduce price, which leads to a lower level of service quality. With the uprising consumer awareness and service science, the management of service quality becomes more and more important. Driven by the need of higher service quality and lower cost, international logistic enterprises should combine relevant technical advantage and service science intellect to meet consumer demand, increase service efficiency, and innovate service. This research utilizes AHP method to create 4 service quality dimensions corresponding to customer demand and 12 criteria to measure these dimensions. After the establishment of customer preference framework, interview with 40 largest customer of a certain international logistic company and then examine the validity by the O.I.I. of Expert Choice. There are 32 questionnaires pass the consistency check. Analysis found that the weight of criteria which effect customer preference in sequence is “Integrity / trust worthiness”, “Easy to use”, and “speed of delivery”. As to dimensions, customers value “Respond” and “ Understand me” most. From the “Surprise” dimension we found customer need continuous improvement and steady service. Unsystematic changes and innovates are not preferred. In statistic analysis, “Speed of delivery” and “Integrity / trust worthiness” two dimensions have greater level of scatter on customer emphasis, which indicates there are some samples have special emphasis on these two factors and some factors have mid-level correlation. To practice the intellect and method of service science, this research combines the framework of factors that affect customer preference and decision support system. Concept designed by the 3 main part of a DSS : Database, Model base, and Dialog management, use IPA as the reference of service sequence improvement, and utilize QFD to bring in customer demand in the design and innovation of service. In addition, use weight and customer satisfaction as refer to understand international logistic service preference level and attitude toward programs. To bring more efficient and customer preference satisfied services.

全球消費者需求快速改變，產品生命週期明顯縮短，不允許過多的存貨屯積，故產品的配送傾向於「少量、多樣、快速」的配送服務，企業希望擁有一個高效率的國際物流服務網路來提供企業在供應鏈管理上更有效率的監督與管控。 　　就國際物流（Global Logistics）來說，海運業者是否能共享正確即時（real time）的資訊，正是其關鍵成功因素。而海運產業中各角色資訊與資源的整合，有賴於企業建構其電子化企業的應用系統架構藍圖；因此，海運產業除了建構企業電子化之應用資訊系統外，更應著重於各系統間的整合與資料交換，發展或利用適當的資料整合與交換技術；對海運而言，系統整合不僅僅是應用系統間資料的交換，更應達到與流程緊密的搭配，才能真正完成進出口流程電子化、資訊與資源共享等目標。然而，各應用系統間資料模式的不一致性、資料交換的不即時性，也為資料交換帶入雪上加霜的困境。 　　有鑑於此，本研究以「個案研究」方式提出一個利用流程分析，建構海運跨組織企業流程模型。主要作法為從海運企業個案營運流程的分析，利用IDEF0與IDEF3方法定義海運產業企業流程模型，並且整合各不同企業流程。透過個案資訊架構分析，提出適合海運業跨組織資料交換之資訊架構，並以此資訊架構改善各企業流程，最後整合改善後流程模型，建置海運跨組織進出口流程模型。

從1990年代個人電腦普及以來，電子垃圾產生了嚴重的環境問題，其中尤以廢電腦的影響為鉅。2001年美國發動The Computer Take Back Campaign (CTBC)來推動製造商處理其生產的有毒性電腦廢棄物。其後歐洲提出「生產者責任延伸(extended producer responsibility, EPR)」法規，並在2003年歐盟宣布施行「廢電子電器回收指(Directive on Waste Electric and Electronics Equipment, WEEE)」。再加上我國國內亦繼此世界趨勢陸續頒布廢容器、廢汽機車、廢家電產品及廢電腦強制回收再生的法規，也因此舊廢產品的回收逆物流處理能力對我國電子電器及資訊產品廠商就顯得益發重要。 但現行電子產業中絕大部分的廠商都是採「出售商品」的事業模式，製造商難以掌握產品售後流向、進而回收其舊廢產品。且關於此類電子資訊產業如何佈建一個具獲利基礎的封閉式供應鏈、以及實施的狀況與程序之相關研究甚少。於此，本論文欲探討：對電子產業來說，在哪些條件之下才能達成封閉式供應鏈？其中的關鍵因素又為何？盼能透過個案研究的方式，從實務上的運作狀況探討其中的原因。 本研究選擇重視全球環保及永續發展的華碩電腦，以及在逆物流回收實施領域施行多年且成效顯著的Dell電腦做為個案研究的對象。本研究架構乃依據文獻分析結果，從驅動個案公司進行產品回收的力量開始分析，進一步檢視個案公司的回收再生策略，並從訪談及其他文獻資料內容中分析有哪些重要因素會影響個案公司達成封閉式供應鏈，這些要因會根據第二章歸納出的四大面向為基礎進行比較。最後，根據分析結果評估個案公司在封閉式供應鏈的完成度與績效表現。 / Since 1990s, the electronic wastes (e-wastes), especially PCs and laptops, have caused serious environmental problems. In 2001, the Computer Take Back Campaign (CTBC) initiated and asked the PC manufacturers to be in charge of toxic e-wastes that they produced in the U.S; in 2003, the European Union declared the Directive on Waste Electric and Electronics Equipment (WEEE); besides, Taiwanese government also put the recycling laws into practice, requiring that the wasted containers, cars and motorcycles, electronic products and PCs should be recycled. Therefore, the capability of managing e-wastes has become more and more crucial for Taiwanese PC manufacturers. For those manufacturers who sell out electronic products, it’s difficult to track and recycle their wasted products. Furthermore, there are few researches discussing about how to build up a profitable closed-loop supply chain. Therefore, this study will focus on exploring the key success factors for building up a profitable closed-loop supply chain in the electronic industry. In the case study, ASUS Tek Inc. and Dell Inc., both are dedicating great efforts on recycling issues, were chosen to be the case companies. The framework of this study will start from analyzing the drivers of recycling, the recycling strategies, and then generalizing the key successful factors, which are discussed in Chapter 2, for building up a profitable closed-loop supply chains for the case companies. Finally, the study will evaluate the completeness and performance of the case companies.