基于顾客退货的闭环供应链运作绩效研究  

Research on Operational Performance of a Closed-loop Supply Chain with Customer Returns

作　　者：赵晓敏[1] 高方方[1] 林英晖[1] 

机构地区：[1]上海大学管理学院,上海200444

出　　处：《管理科学》2015年第1期66-82,共17页Journal of Management Science

基　　金：国家自然科学基金(70801041);上海市教育委员会科研创新重点项目(12ZS087)~~

摘　　要：为了探讨顾客退货情境下的供应链运作绩效问题,采用动态建模方法对产品正向物流和退货逆向物流为一体的闭环供应链系统进行研究,构建生产-分销-市场-退货-再处理-再销售等多个环节的系统运作模型。通过计算机仿真方法模拟不同情境下系统的动态行为规律,着重从产品生命周期视角探讨顾客退货对供应链系统运作绩效的影响;以系统总利润为指标,评估退货率、退货处理时间、产品价格衰减等因素的影响效应。研究结果表明,无论是对长生命周期产品还是短生命周期产品,退货率和产品价格衰减均是影响系统绩效的关键因素,高退货率和高价格衰减会显著削弱供应链整体的盈利能力,导致系统总利润大幅下滑。对于陷入高退货、高价格衰减困境的企业,设定相对较短的退货期限可以在一定程度上改善盈利情况;此外,当加快退货处理速度不会引起额外的成本投资时,快速的退货处理方式对企业更为有益,特别是对短生命周期产品而言,缩短退货环节的处理时间具有非常显著的经济价值。In order to explore the operational performance of a supply chain with customer returns, we use dynamic modeling method to study the closed-loop supply chain system integrating the forward logistics and customer returns. We especially address the system＇s performance from the perspective of product lifecycle. At first, we develop the dynamic models based on the transfer mechanism of goods flow and information flow in the production, distribution, returning and reselling. Then, we simulate system＇ s behavior under different product lifecycles and different patterns of customer returns, so as to investigate how different factors affect system＇s operational performance. At last, we take further research on the profitability of supply chain system throughout the whole lifecycle period, and we particularly highlight the effects of return rate, time for processing returns, product price de-. cay, non-defect returns＇ proportion and average residence time. Our study provides the following findings. Firstly, return rate and price decay are the key factors to the system＇s performance. Whether it is long lifecycle products or short lifecycle products, high return rate and high price decay will dramatically erode the profitability of the whole supply chain system. Secondly, the in- fluences of non-defect returns＇ proportion, time for processing returns and average residence time, to a great extent, depend on the return rate and price decay. When return rate is low, these three factors are minor and negligible. However, when return rate is high, the effects of non-defect returns＇ proportion, time for processing returns and average residence time are enhanced and will be further amplified by high price decay. In practice, the non-defect returns＇ proportion is usually influenced by the intensity of market competition and customer preference, whose control may be difficult. Hence, we suggest more consideration taken into for processing time of returns and average residence time, as controlling these two factors i

关 键 词：闭环供应链 顾客退货 产品生命周期 动态建模 系统仿真 

分 类 号：F274[经济管理—企业管理]