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研究生:李毓慈
研究生(外文):Lee, YuTzu
論文名稱:知識型服務流程之精實研究
論文名稱(外文):A Study on Lean for Knowledge-based service process
指導教授:劉仁傑劉仁傑引用關係胡坤德胡坤德引用關係
指導教授(外文):Lui,RenjyeHu, Kunde
口試委員:劉仁傑胡坤德吳銀澤陳國民
口試委員(外文):Lui,RenjyeHu, KundeWu,YintseChen, Guomin
口試日期:2012-06-21
學位類別:碩士
校院名稱:東海大學
系所名稱:工業工程與經營資訊學系
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:95
中文關鍵詞:精實思維精實服務知識型服務顧客價值
外文關鍵詞:Lean thinkingLean serviceKnowledge-based servicecustomer value
相關次數:
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全球整體產業結構正由生產導向的組裝與生產,轉向顧客導向的知識整合與價值創造。在關注知識所帶來的經濟效益中,全球製造業與服務業也紛紛導入精實應用,兼顧消除浪費與創造價值,因應景氣低迷的挑戰。然而,檢視既有精實研究,不僅欠缺知識型服務流程之研究,對顧客價值探討也非常少見。

本研究透過理論性實證性探討,釐清知識型服務流程的精實應用模式。本研究發現:(1)知識型服務流程的精實應用可分為「精實服務流程」(LS型)與「精實知識流程」(KS型);(2)顧客價值的創造可分為「功能型價值」與「方案型價值」,分別源自LS型與KS型之應用成果;(3)KS型精實應用的方案型價值創造,是知識型流程服務的差異化優勢,具備部分LS型基礎則是達成消除浪費、創造價值之關鍵。因此,從知識型服務企業的顧客價值創造觀點,服務流程與知識流程不僅是並行不悖,而且是相輔相成。

Global industrial structure is starting from production-oriented assembly and production shift to customer-oriented knowledge integration and value creation. When global manufacturing and service industries focus on knowledge economic bring the benefits, at the same time, they also import “Lean” in order to eliminate waste and create value, to face the economic downturn of the economic turmoil. However, review the study about “Lean”, there is not only lack of study on knowledge-based service processes, but value to customers is very rare.

This study through theoretical and positive analysis, clarify the “Lean” of knowledge-based service processes application model. This study found that:(1) the Lean applications of knowledge-based service processes can be divided into "Lean service process" (LS model) and "Lean knowledge processes" (KS model);(2) creation of customer value can be divided into "function value" and "solution-value", respectively, resulting from application of LS model and KS model;(3) the Lean application of KS model of value creation is the differential advantage of knowledge-based services process , with part of the base of LS model is key to eliminating waste, create value. Therefore, customers ' value creation perspective from knowledge-based service enterprise, the service process and knowledge process not only go hand in hand and complement each other.


目錄

摘要 I
ABSTRACT II
誌謝 III
目錄 IV
圖目錄 VI
表目錄 VII
第一章 緒論 1
1.1研究背景 1
1.2研究動機 2
1.3研究與目的 3
1.4研究架構 3
第二章 文獻探討 5
2.1精實研究回顧 5
2.1.1精實生產 5
2.1.2精實服務 8
2.1.3精實知識工作 11
2.1.4小結 12
2.2知識型服務 13
2.2.1知識型服務的定義 13
2.2.2知識型服務相關研究 15
2.2.3小結 16
2.3研究意義 17
第三章 知識型服務流程精實應用的兩個模式 18
3.1 一般型服務與知識型服務之演進 18
3.1.1一般型服務流程 18
3.1.2知識型服務流程 21
3.1.3知識型服務之服務流程vs.知識流程 24
3.2顧客價值 25
3.3精實應用模式 29
3.3.1模式一:LS型 29
3.3.2模式二:KS型 32
3.4知識型服務流程精實應用之價值創造的理論性分析架構 35
第四章 實證研究 37
4.1實證研究之目的、方法與對象 37
4.1.1實證研究之目的 37
4.1.2實證研究方法 37
4.1.3實證研究對象 39
4.2個案一《GORE公司》 40
4.2.1GORE公司簡介 40
4.2.2GORE公司認證機制 44
4.2.3GORE-TEX ® Trainer 49
4.2.4 知識型服務流程架構驗證 58
4.3個案二《工研院機械所》 62
4.3.1 工研院機械所簡介 62
4.3.2 A+工具機發展現況 66
4.3.3德國A+工具機國際技術引進案 69
4.3.4知識型服務流程架構驗證 74
4.4討論 78
4.4.1 知識型服務流程的本質 78
4.4.2精實應用模式 81
第五章 結論與未來課題 86
5.1 結論 86
5.2 管理意涵 89
5.3 未來課題 90
參考文獻 91





圖目錄

圖1.1全球近30年服務業出口產值 1
圖1.2研究流程與論文架構 4
圖2.1 生產方式的變遷 6
圖2.2 精實服務流程架構 11
圖3.1服務有形及無形設計內容 19
圖3.2服務主導邏輯下的價值共同創造 26
圖3.3 LS型 29
圖3.4 KS型 32
圖4.1 網格狀(LATTICE)的組織結構 41
圖4.2 CMA認證流程 46
圖4.3 TML認證流程 47
圖4.4培訓師能力等級樹狀圖 51
圖4.5 GORE-TEX ®布料特性分類 54
圖4.6 機械所組織圖 65





表目錄

表2.1 精實服務的特性 10
表2.2 精實思維的演進 12
表2.3 知識型服務業之分類 16
表3.1 服務流程與知識流程之特性 24
表3.2 知識型服務流程的顧客價值 28
表3.3 LS型流程的知識流動類型 31
表3.4 KS型流程的知識流動類型 34
表3.5 知識型服務流程精時應用之價值創造模式 35
表4.1 各種實證研究方法的使用時機 38
表4.2 戈爾(WL GORE & ASSOCIATES)公司概況 42
表4.3 GORE公司提供認證製造商相關支援 46
表4.4 GORE-TEX®課程起源相關資訊 50
表4.5 GORE組織運行四項原則 53
表4.6 GORE公司之精實模型 61
表4.7 工研院機械所概況 62
表4.8 國際工具機大廠所發展之次微米加工機 68
表4.9 工研院機械所之精實模型 77
表4.10 KS型精實應用模式之價值創造 83
表5.1 知識型服務流程精實應用的兩個模式 88





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