臺灣博碩士論文加值系統

在全球化競爭與顧客導向的趨勢下，思考及強化整體產業價值鏈效益已是重要研究課題，並且延伸出各子鏈結(設計鏈、製造鏈及服務鏈)之相關研究議題。然而服務鏈是最接近市場，且設計與製造均是以符合顧客需求為主，若以服務品質及顧客滿意度作為一企業之前端目標，並能同步思考服務端、設計端及製造端間之互動指標及所需之互動能力，以找出服務端相互標竿學習對象，並擬定一套培養互動能力之培訓規劃，如此將對提升及發揮產業價值鏈效益更有助益。
本研究以服務端之服務商為切入點，並以其與設計/製造兩鏈結之互動為基，展開鏈結間之互動指標，進而延伸探討與互動指標相關之互動能力，並作為互動能力培訓規劃之依據。透過文獻蒐集及探討，首先確立鏈結間之服務商互動指標及相對應之互動能力，並採資料包絡分析法衡量各服務商績效，以確立服務商之標竿學習對象，供彼此相互學習，並對照服務商所欠缺之互動能力，規劃並提供一系列應修習之培訓課程，以強化所需互動能力，並產生期望的鏈結互動效益。
本研究透過模擬案例闡述所提出之流程步驟，其除具可行性外，亦具備分析互動能力效益不良之功效，並提供不具效益的服務商改善方向及適合之課程規劃，以利後續績效之改善與提升，以求整體效益提升之訴求。

Under the competition for globalization and Customer-oriented approach, strengthening the effectiveness of the overall industry value chain is one of major research topics including the related topics of each sub-chain (i.e., chains of design, manufacturing, and service). However, service chain is near to the market, and the design and manufacturing are based on customer requirements. Considering service quality and customer satisfaction and taking them as a front-end business objective, the interaction index and interaction capability for service chain to interact with other sub-chains should be concurrently developed. The learning benchmarking of service chain then can not only be selected, but also interaction capability training plan can be made to promote the efficiency of enterprise value chain.
In this research, the interaction index of service providers, represent the service chain, to interact with other sub-chains, were deployed to study the related interaction capability training planning. According to the literature study, the interaction capability of service providers was determined after confirming the interaction index. The performance of service providers then can be measured by Data Envelopment Analysis. Also, the learning benchmarking can be selected for other service providers to learn. Certainly, each service provider will know their own insufficiency of interaction capabilities. A series of the training courses then can be planned for strengthening the related skills.
According to the cases simulated to demonstrate the necessary procedures, the feasibility and the ability to analyze the insufficiency of interaction capability were shown. A feasible training plan can be determined to improve the performance of service providers. The overall effectiveness of the enterprise value chain then can be enhanced.

摘要 II
Abstract III
目錄 IV
圖目錄 VI
表目錄 VII
第一章 緒論 1
1.1. 研究背景與動機 1
1.2. 研究目的 4
1.3. 研究範圍與限制 5
1.4. 研究方法與架構 5
第二章 文獻探討 7
2.1. 顧客滿意度 7
2.1.1. 顧客滿意相關文獻 7
2.1.2. 顧客滿意的衡量構面 8
2.1.3. 小結 9
2.2. 平衡計分卡 10
2.2.1. 小結 13
2.3. 訓練與發展 14
2.3.1. 訓練與策略規劃結合 14
第三章 研究方法 16
3.1. 以BSC建立服務商互動指標 18
3.2. 服務商互動指標分析與展開 19
3.3. 互動能力之培訓規劃 20
3.4. 服務商績效評估分析 20
3.4.1. 績效評估 21
3.4.2. 標竿學習 24
3.5. 服務商培訓規劃 25
第四章 案例驗證與分析 26
4.1. 案例介紹 26
4.2. 案例分析與驗證 27
4.2.1. 服務商互動指標分析與展開 28
4.2.2. 以BSC建立服務商互動指標 29
4.2.3. 互動能力之培訓規畫 32
4.2.4. 服務商績效評估分析 34
4.2.4.1. 模式評估的選擇 34
4.2.4.2. 模式分析 37
4.2.4.3. BCC產出導向模式分析結果 38
4.2.4.4. 標竿學習 43
4.2.4.5. 差額變數分析 47
4.3. 建立服務商培訓規劃 49
第五章 結論與建議 52
5.1. 研究結論 52
5.2. 研究心得 52
5.3. 未來發展方向 53
參考文獻 55

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