Reverse Logistics Service Requirements: High-Tech Firms’ Perspectives

[[abstract]]逆物流處理的程序較正向物流複雜且管控不易，故許多公司將逆物流活動外包給專業的第三方物流處理，此種潮流儼然已成趨勢。第三方物流業者如何運用既有的資源與服務能力以符合顧客的需求，以及顧客對於逆物流作業的需求為何，均是第三方物流業者必須了解的課題。 本研究透過網路分析程序法(Analytic Network Process)，建構逆物流作業能力需求指標及構面，從高科技廠商觀點評估各項逆物流作業能力需求，並分析因素間交互影響的重要性，以及因素對選擇方案的影響，輔助企業評選出最適合的逆物流服務業者。其中，資訊系統管理較其他傳統運輸、倉儲管理以及加值型服務等來得重要。另外，本研究也藉此提供物流服務業者未來發展逆物流服務時應考慮的方向與其所需能力之探討。[[abstract]]Reverse logistics is much more complex than forward logistics, and not easy to manage, therefore, it has become a trend for many firms to outsource their reverse logistics activities to third party logistics providers (3PLs). Hence, it is a critical issue for 3PLs to understand how to utilize their existing resources and service capabilities to meet this demand, and what kind of operational functions are required by the customers. This study attempts to propose an ANP structure to figure out the service requirements by investigating the criteria and elements of reverse logistics operational functions evaluated from high-tech firms’ perspectives, besides, interdependencies among the elements are also observed. The result shows IT management is the most important operational function. It also helps 3PLs to consider the future directions of developing reverse logistics