Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/24185
標題: 以顧客關係管理探討國軍生產保修體系 -以夜視裝備為例
The Study of R.O.C. Armament Manufacture and Maintenance System by Using CRM on the Case of Night Vision Instrument
作者: 李孝廉
HSIAO-LIEN, LI
關鍵字: http://etds.lib.nchu.edu.tw/etdservice/view_metadata?etdun=U0005-2107200618584700;顧客關係管理;夜視裝備;星光夜視鏡;熱像儀;IDIC;灰色系統理論
出版社: 高階經理人碩士在職專班
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摘要: 
我國現行軍事武器裝備獲得不易,為能落實「國防自主、軍品自製」,國內的Y廠已具備星光夜視鏡、熱像儀能力。因國軍所使用之武器裝備系統日趨複雜,裝備保修工作變得極為重要。我國國防法已於92年公布施行,部份裝備保修可委交民間企業辦理,惟限於保修能力、人才、市場等因素,其效能仍待評估。如果可利用軍事生產工廠生產餘力以分攤執行部份之軍品保修工作,應為可行且有效之最佳作法。
本研究乃以軍備局生產製造中心Y廠為個案,從Peppers與Rogers(1999)提出的IDIC理論,針對國軍單位進行「辨識友軍(Identify)」、「友軍價值區分(Differentiate)」與「友軍互動(Interact)」及作好「客製化(Customize)」等方面探討,結合友軍採購夜視裝備在意之重要關鍵因素,就「友軍互動」與「客製化」兩個構面發展問卷,分別對不同價值友軍進行問卷調查,並將所蒐集到的友軍資料,以鄧聚龍教授於1982年提出灰色系統理論(Grey System Theory)加以分析,找出不同價值之友軍於採購夜視裝備的重要關鍵因素,提供行銷策略建議,提供友軍量身訂作的服務,盼能提供軍工廠經營策略建議。

The acquisition of military weapon system is always a tough task for Taiwan. It is necessary to implement the policy of “the autonomy of national defense, manufacturing armament in our domestically.” Y factory is a military manufacturing factory and has the capability and technique offering night vision instruments, such as starlight scope and thermal sight, to our military branches, and is now making efforts in marketing. With the sophistication and precision of weapon system, armaments maintenance has became more and more important for armed service. In 2003, the "National Defense Act" was enacted, some instruments maintenance will be done in the private sectors, however, due to the limitation of local maintenance capability, manpower and market scale, the efficiency is under proof. This research suggested that military manufacturing factories share part of armaments maintenance with their spare capacity will be a good way.
This research applied IDIC model and analyzed with Grey System Theory to find out consumer's purchase key success factors, these key success factors can be developed into marketing strategies, and the research will contribute not only to military manufacturing factories marketing decision support but also to any related applications where the knowledge issue and customer relationship management are concerned.
URI: http://hdl.handle.net/11455/24185
其他識別: U0005-2107200618584700
Appears in Collections:高階經理人碩士在職專班

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