由於全球化的浪潮，將市場競爭帶向新的局面，企業不再只尋求短期
的利潤，更傾向與他們的外部競爭者以及內部人員維持長期的合作關係，
以替企業帶來更大利益，這種共生共存的關係，亦即夥伴關係。已有許多
研究發現，發展夥伴關係能為企業帶來益處，學者也找出建立夥伴關係和
夥伴關係演化過程中的關鍵成功因素，或者針對形成夥伴關係的結合力進
行研究，然而，很少有學者提及如何管理夥伴關係，本研究以此觀點出發，
目的在找出供應商夥伴關係管理的重要因素並提出實踐的執行項目，以供
企業評估並改進其供應商夥伴關係管理的流程，另外提出夥伴關係度量
(Partner Relationship Metrics)之概念，讓企業據此分數來選擇供應商夥伴。
本研究首先由17 篇關於夥伴關係的文獻中找出18 個夥伴關係的關鍵
成功因素(Critical Success Factor, CSF)，並在每一關鍵成功因素下，定義若
干個關鍵執行項目(Key Practice Items, KPI)。這些關鍵執行項目都代表著供
應商合作關係中執行的行動，以關鍵成功因素及文獻中學者所提的關鍵結
合力(Bond)形成訪談內容，採取企業訪談法挑選台灣資訊電子製造業供應
鏈中分別屬於零組件供應商、加工製造者以及系統組裝商的六家企業進行
訪談。研究結果顯示，六家企業都認為順應性(Adapatibility)、信任(Trust)、
參與度(Participation)是重要的因素，另外也發現，訪談對象依其企業規模、
屬於買方或賣方市場等因素乃訪談結果有差異的原因之一。
關鍵字：B2B、供應商夥伴關係、關鍵成功因素、夥伴關係度量

Over the past few years, companies have faced increasing challenges in
their relationships with external competitors as well as internal employees.
Recent years, managers tend to build a long term, ongoing relationships which
are called partnerships. Researches have found that developing partnerships can
contribute to the profit of a company and reduce the risk. Some researchers
focused on the factors of the successful partnership; others on the bonds
between partners. However, studies is lacking on how to manage a partnership.
The purpose of this project is to find factors that make a successful supplier
partnership and propose some key practice items (KPI) as well. Furthermore,
we define partner relationship metrics (PRM) by combing bonds and success
factors of partnership to help managers evaluate their supplier partners.
This project is based on partnership literatures and business interviews.
First, we chose 18 critical success factors (CSF) of the partnership from 17
literatures. Then, we surveyed 6 businesses of Taiwan Information & Electronic
Industry and divided them into 3 categories to get the empirical data. We found
all companies agree that Adaptability, Trust and Participation are the top 3
important factors in managing their supplier partner relationships. In addition,
we discovered that the size of the companies and the one who holds the power
in the supplier-buyer relationship influence the research results.
Key words: B2B, supplier partner relationship, critical success factor (CSF),
partner relationship metrics (PRM)

謝辭............................................................................................................................... I
摘要............................................................................................................................... II
Abstract.......................................................................................................................III
目錄..............................................................................................................................IV
圖目錄..........................................................................................................................VI
表目錄........................................................................................................................ VII
緒論...............................................................................................................................1
研究背景................................................................................................................1
研究範圍與目的....................................................................................................3
研究流程................................................................................................................5
文獻探討........................................................................................................................7
夥伴關係................................................................................................................7
(一) 夥伴關係的定義...................................................................................7
(二) 夥伴關係的型態...................................................................................9
(三) 夥伴關係的建立.................................................................................10
(四) 夥伴關係影響因素.............................................................................12
(五) 夥伴關係之衡量.................................................................................19
研究方法......................................................................................................................22
研究架構..............................................................................................................22
(一) 關鍵成功因素維度.............................................................................22
(二) 結合力維度.........................................................................................23
(三) 評估維度.............................................................................................23
夥伴關係度量..............................................................................................24
資料蒐集方法......................................................................................................24
(一) 文獻探討法.........................................................................................24
(二) 企業訪談法.........................................................................................25
問題設計..............................................................................................................25
分析與討論..................................................................................................................27
受訪企業介紹......................................................................................................27
(一) 零組件供應商：C 公司 & F 公司....................................................28
(二) 加工製造商：D 公司 & E 公司.......................................................30
(三) 系統組裝商：A 公司 & B 公司.......................................................31
資料分析..............................................................................................................34
(一) 零組件供應商：C 公司& F 公司......................................................34
(二) 加工製造商：D 公司 & E 公司.......................................................47
IV
(三) 系統組裝商：A 公司 & B 公司.......................................................59
研究比較與結論..........................................................................................................72
研究比較..............................................................................................................72
(一) 公司規模與買方（賣方）市場構面.................................................72
結論......................................................................................................................77
研究限制與未來展望..................................................................................................83
研究限制..............................................................................................................83
未來研究方向......................................................................................................83
參考文獻......................................................................................................................84
中文文獻..............................................................................................................84
英文文獻..............................................................................................................84
網路資源..............................................................................................................86
附錄..............................................................................................................................87
V
圖目錄
圖 1：研究流程.....................................................................................................................................6
圖 2：關係行銷中的關係交換...............................................................................................................9
圖 3：本研究之研究架構.....................................................................................................................23
圖 4：資訊電子製造業供應鏈與本研究對象關係示意圖.................................................................28
圖 5：C 公司訪談結果（關鍵成功因素） .........................................................................................37
圖 6：F 公司訪談結果(關鍵成功因素)...............................................................................................43
圖 7：C 公司VS. F 公司夥伴關係關鍵成功因素雷達圖...................................................................47
圖 8：D 公司訪談結果(關鍵成功因素) ..............................................................................................50
圖 9：E 公司訪談結果(關鍵成功因素)...............................................................................................55
圖 10：D 公司VS. E 公司夥伴關係關鍵成功因素雷達圖.................................................................59
圖 11：A 公司訪談結果(關鍵成功因素) ............................................................................................62
圖 12：B 公司訪談結果(關鍵成功因素) ............................................................................................67
圖 13：A 公司VS. B 公司夥伴關係關鍵成功因素雷達圖.................................................................71
圖 14：公司規模與買方（賣方）市場構面示意圖...........................................................................72
圖 15：A 公司VS. C 公司夥伴關係關鍵成功因素雷達圖.................................................................73
圖 16：B 公司VS. E 公司夥伴關係關鍵成功因素雷達圖.................................................................74
圖 17：D 公司VS. F 公司夥伴關係關鍵成功因素雷達圖.................................................................75
VI
表目錄
表 1：2007 年1-7 月歐盟市場自我國進口之前5 大產品成長率及市占率表...................................4
表 2：夥伴關係定義彙總表...................................................................................................................7
表 3：採購夥伴關係發展和演化的過程.............................................................................................11
表 4：夥伴關係成功因素.....................................................................................................................12
表 5：結合力與關鍵成功因素對照表.................................................................................................19
表 6：本研究成功因素之排行榜.........................................................................................................26
表 7：C 公司訪談結果（結合力）.....................................................................................................36
表 8：C 公司關鍵成功因素分數排名.................................................................................................38
表 9：C 公司之夥伴關係度量.............................................................................................................40
表 10：F 公司訪談結果（結合力） ...................................................................................................42
表 11：F 公司關鍵成功因素分數排名................................................................................................44
表 12：F 公司之夥伴關係度量...........................................................................................................45
表 13：D 公司訪談結果（結合力）...................................................................................................49
表 14：D 公司關鍵成功因素分數排名...............................................................................................51
表 15：D 公司之夥伴關係度量...........................................................................................................52
表 16：E 公司訪談結果（結合力） ...................................................................................................54
表 17：E 公司關鍵成功因素分數排名...............................................................................................56
表 18：E 公司之夥伴關係度量...........................................................................................................57
表 19：A 公司訪談結果（結合力）...................................................................................................61
表 20：A 公司關鍵成功因素分數排名...............................................................................................63
表 21：A 公司之夥伴關係度量...........................................................................................................64
表 22：B 公司訪談結果（結合力）...................................................................................................66
表 23：B 公司關鍵成功因素分數排名...............................................................................................68
表 24：B 公司之夥伴關係度量...........................................................................................................69
表 25：訪談對象關鍵成功因素看法之同異點...................................................................................76
表 26：甲供應商與E 公司之結合力..................................................................................................78
表 27：乙供應商與E 公司之結合力..................................................................................................79
表 28：丙供應商與E 公司之結合力..................................................................................................80
表 29：丁供應商與E 公司之結合力..................................................................................................81
VII

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