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研究生:邱享慧
論文名稱:方案解決型組織的建構
指導教授:管康彥管康彥引用關係
學位類別:碩士
校院名稱:國立政治大學
系所名稱:企業管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
畢業學年度:100
語文別:中文
論文頁數:70
中文關鍵詞:組織結構顧客導向組織解決方案
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當今企業紛紛謀求方案提供轉型,以整合的產品與服務,降低顧客購買風險、完善回應客製需求,進而創造高於個別產品與服務總和的整套價值。其融合服務不易被模仿的特性,對方案企業的自身發展而言,更有助於跳脫無止盡的商品化困境,進而創造差異化的競爭優勢、與顧客建立策略層次的合作關係。而組織由產品進化至方案提供,因應根本經營思維轉變,勢必產生組織結構調整之必要,以落實以客為尊的方案精神,達到從顧客眼光思考、圍繞顧客打造組織的境界。
針對此一新興議題,本研究在文獻探討的部分,首先探討方案的內涵與分類,並整理出三階段企業經營觀點與方案本質演進之關係:一、企業行銷時代下,方案本質為「配套銷售」;二、顧客服務時代下,方案本質為「系統銷售」;三、顧客滿意時代下,方案本質為狹義的「解決方案」。接著,闡述先進學者提出的「方案類型」、「方案生命週期」、「方案提供商角色」、「方案組織型態」相關理論,以奠定後續個案探討的基礎,觀察先驅方案企業IBM及P&;G的實務表現,融和理論整理與個案映證。最終以兩家企業相互比對,提出方案企業應視方案對顧客既有經營模式的衝擊程度、顧客類型差異、自身發展背景,選擇方案提供類型、生命週期及角色,並以提升顧客交易彈性為目標建立顧客構面、視主要價值來源取決權力配置,進而設計相應的組織運作機制。同時,延續管理沒有一體適用的真理,建議方案企業應彈性化提供方案類型,並謹慎考量自身管理能力限制,以追求合適的組織結構,避免管理不易的局面。方案企業可運用本研究結論,檢視自身組織結構之調整,是否尚有未竟之處,以作為企業建構方案解決型組織之參考。

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與問題 3
第三節 研究方法 3
第四節 研究流程 5
第二章 文獻探討 7
第一節 商品化與服務化 7
第二節 產品中心與顧客中心 10
第三節 解決方案的本質 12
第四節 解決方案企業的觀點 17
第五節 解決方案企業的組織結構 22
第三章 IBM 28
第一節 個案公司背景描述 28
第二節 組織結構演變 33
第三節 組織運作 36
第四節 個案公司分析 38
第四章 P&;G 40
第一節 個案公司背景描述 40
第二節 組織結構演變 43
第三節 組織運作 53
第四節 個案公司分析 55
第五章 結論與建議 57
第一節 研究發現 57
第二節 管理意涵 62
第三節 後續研究建議 64
參考文獻 66



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三、網站資料
1. MBA智庫:http://wiki.mbalib.com/wiki/%E7%9F%A9%E9%98%B5%E5%88%
B6%E7%BB%84%E7%BB%87%E7%BB%93%E6%9E%84#_note-0(瀏覽時間
2012年5月15日)
2. IBM公司全球網站:http://www.ibm.com/tw/zh/(瀏覽時間:2012年4月07日)
3. Bloomberg Businessweek (2004, Oct.10) At P&;G, It's "360-Degree Innovation, (瀏覽時間:2012年5月10日)





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