Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/22380
標題: The Study of Transforming Manufacturing Firms into Service-oriented Business: A SSME Perspective
製造業轉型為服務導向企業之研究:以服務科學的觀點
作者: 林玉惠
Lin, Yu-Hui
關鍵字: 服務科學;Service Science;服務創新;企業轉型;服務導向;製造業服務化;Management and Engineering;Service Innovation;Business Transformation;Service-oriented;Servitization
出版社: 科技管理研究所
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摘要: 
在產業的價值鏈中,製造業為台灣的工業時代扮演了重要的推手,並且在技術創新上也表現得相當優異,持續擴大國家的經濟實力。但當技術越趨成熟與外在環境快速變遷之際,企業面臨到產業的高度競爭和微利現象,導致經營者必須進一步思考如何因應產業變化而發展出長期的競爭優勢。本研究擬探討過去以製造能力見長的企業在面臨服務經濟的來臨時,如何透過服務創新發展出加值型服務來提升企業的競爭優勢和獲利能力之課題。並應用「服務科學、管理學與工程學 (SSME)」跨領域整合的觀點,分析製造業服務化的過程,管理者如何應用創新的營運方式,協助企業成功轉型為服務導向之企業。
研究首先針對資訊科技能力與服務創新之關係建立一理論架構,並納入服務創新對企業轉型層次之影響,共推論出6個研究假說。再依據本研究之理論架構,發展出4個線性結構關係的理論模型。研究資料得自問卷調查,共發放360家轉型中或轉型後的製造商,回收有效問卷130份 (回覆率36%)。利用AMOS軟體作實證的推估與驗證,由結果獲得二項重要發現:(1) 資訊科技能力對顧客介面、傳遞系統和服務概念之服務創新構面有正向且顯著的關係;(2) 顧客介面、傳遞系統和服務概念之服務創新構面對企業流程再設計、企業網絡再設計和企業範疇再定義之轉型層次有正向且顯著的關係。
根據調查結果,本研究認為現有的製造業者已慢慢體認自己同時也是服務的提供者,懂得利用資訊科技建構服務的平台,從過去的生產導向逐漸轉變為服務導向,符合服務科學的精神。未來製造商可應用服務科學整合性的觀點加強在商業模式的創新與加值型服務,以提升在產業鏈中的價值。

Manufacturing industry has played an important role in the industrial value chains in Taiwan. Good performance in technological innovations has built economic strength to achieve the outstanding economy growth of Taiwan. However, Taiwannese firms are facing intense competition and have earned the lowest profit situations in the last decades. In addition, technical advantages are becoming obsoleted or are easily imitated, as a result of rapid change in external environment. The purpose of this study is to explore how manufacturing firms invent new service activities in this new economy, and how they transform themselves into service-oriented businesses. This thesis utilized an empirical study to examine the transformation through a Service Science, Management and Engineering (SSME) perspective originated by the IBM Corporation. It highlights the importance of service innovation and how “servitization” has become the way that Taiwanese manufacturing companies take to battle the low-profit margin era.

The framework of this research includes six hypotheses, which is based on studies of service innovation, the relationship between service innovation to business transformation and information technology capability. The data of this research are from questionnaires collected from Taiwan manufacturing companies which have gone through or are in the process of the transformation to service-oriented firms. A total of 360 questionnaires were sent, and 130 valid questionnaires were obtained with a return rate of 36%. This study developed 4 linear structural relation models based on the research framework. The results revealed the following two points: (1) Information technology capability has positive effects on the client interface, delivery system and service concept of service innovation. (2) The client interface, delivery system and service concept of service innovation have positive effects on the business process redesign, business network redesign and business scope redefinition of business transformation.

The conclusion of this research is that the development of SSME and its application to manufacturing industry could provide the solution for manufacturing companies in Taiwan. By focusing on moving up the smile curve through business models innovation and value-added service activities, SSME will lead manufacturing companies to the new service economy.
URI: http://hdl.handle.net/11455/22380
其他識別: U0005-3006200813510400
Appears in Collections:科技管理研究所

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