需求变更与服务影响产品质量的供应链决策与契约设计

Supply Chain Decision and Contract Design Considering Demand Change and Service Impact on Product Quality

针对用户对移动ERP软件功能(质量)与交付时间的特定要求,以及用户可能对移动ERP软件功能存在需求变更等问题,运用博弈论构建了ERP软件厂商与APP厂商的利润决策模型,设计了基于固定补偿、服务质量承诺与时间惩罚的合作契约,分析了用户对移动ERP软件的质量感知与对移动ERP软件交付时间的敏感程度以及对移动ERP软件需求的变更等因素,对软件开发商的均衡决策与最优合作契约设计的影响。研究结论表明:针对用户对移动ERP软件功能(质量)与交付时间的要求以及软件开发过程中用户的需求变更,软件开发商可选择四种交付策略(准时等质量交付、提前等质量交付、准时高质量交付、提前高质量交付)。软件的修复或维护成本对ERP软件厂商承担的风险影响较大:当该成本小于某一阈值时,成本越大,ERP软件厂商的风险越大;当该成本大于此阈值时,成本越大,ERP软件厂商的风险越小。特定条件下,用户对移动ERP软件的要求与需求变更不会影响软件开发商的交付决策,此时,应急赶工成本对APP厂商的努力投入与交付时间决策影响差异较大;随应急赶工成本在不同范围内取值,APP厂商存在加大努力投入延长交付时间、加大努力投入缩短交付时间、降低努力投入缩短交付时间三种策略。ERP软件厂商可向APP厂商提供两种合作契约(契约1:固定补偿+服务质量承诺+时间惩罚;契约2:固定补偿+服务质量承诺+交付时间),两种契约产生的绩效相等。

At present,many countries and regions in the world,such as China,are advancing the integrated development of the internet,big data,artificial intelligence,manufacturing,agriculture,and service industries,and simultaneously promoting the development of manufacturing,agriculture,service industries in the direction of digitalization,networking and intelligence.However,informatization construction is the foundation for enterprises to realize the development of industrial integration and the development of digitalization,networking and intelligence.In the process of informatization construction,software developers such as ERP vendors and APP venders need to cooperate to provide software products(such as ERP systems,CRM systems,etc.) and related services(such as consulting,demand analysis,installation and testing,maintenance,upgrades,etc.) to client enterprises.The present research investigated the supply chain decisions and contract design strategies under the constraint of exogenous factors in the tripartite interaction process,such as a customer enterprise's quality perception,delivery sensitivity and demand change,by establishing profit-based decision models of ERP manufacturers and APP developers from the perspective of game theory,and designing the cooperation contract based on fixed compensation,service commitment and time penalty.Results of the present research show that:Firstly,according to the requirements of customer enterprises on software quality,delivery time and the possible changes in the software development process,the software developer can choose four delivery strategies,including on-time delivery with demand quality,on-time delivery with high quality,early delivery with demand quality and early delivery with high quality.Secondly,the default risk borne by the ERP manufacturer is largely affected by the cost of software repair or maintenance.For example,when the repair or maintenance cost is less than a certain threshold,the risk increases as the cost goes up,whereas when the cost is greater than this threshold,the risk correlates negatively with the cost.Thirdly,under certain conditions,the customer's demands and requirements changes will not affect the software developer's product delivery decision.However,the emergency rush cost has a great impact on APP manufacturers' efforts and time delivery decisions in these conditions.When the emergency rush cost falls into three different ranges,the APP manufacturer has three contract design strategies accordingly,namely increased effort investment with extended delivery time,increased effort investment with shortened delivery time,and reduced effort investment with shortened delivery time.Lastly,in addition to cooperation contracts based on fixed compensation,service commitment and time penalty,the ERP manufacturer can also provide cooperation contracts based on fixed compensation,service commitment and delivery time,and the cooperation performance generated by the two contracts is equal.