製造業的服務創新—以 A 公司作為個案研究

Abstract

隨著全球半導體產業的高速發展與科技革命，設備創新與高效運用已成為企業競爭的關鍵推手。台灣作為全球半導體產業的重要基地，特別是在晶圓代工領域扮演著舉足輕重的角色。本文以Ａ公司為個案，深入探討其在高科技設備服務創新中的策略與實踐，並融合服務科學的理論框架，分析其在半導體產業的服務轉型與價值共創過程。 研究背景指出，隨著先進製程如3奈米以下的推廣，材料工程已不再是輔助角色，而逐步成為突破物理極限的重要核心。Ａ公司透過「材料—設備—製程」的共生體系，與晶圓代工巨頭如台積電採用合作共研（Co-Development）模式，將材料特性模擬與設備開發深度結合，大幅縮短研發時間與提升效率。這種合作模式打破傳統的交易關係，轉為技術深度整合與長期策略合作，形成企業間的黏著度與競爭優勢。 此外，設備的高價值與高稼動率促使服務化成為趨勢。企業積極推行設備即服務（Equipment-as-a-Service, EaaS）模式，透過預測性維護、升級與數據分析，延長設備壽命並降低運營風險。同時，數位轉型浪潮推動人工智慧（AI）、物聯網（IoT）、雲端運算等技術深度融入服務流程，提升智慧化與個性化服務能力。 本文進一步從服務科學的理論出發，探討服務主導邏輯（SDL）如何轉變企業價值創造的核心思維，強調價值是由企業與顧客共同參與的價值共創過程。服務系統的構建則是理解服務運作的關鍵，透過多角色、多資源的協同合作，實現智慧化、適應性與互動性。以Ａ公司為例，其服務內容涵蓋設備維護、升級、預測性分析等，並利用數據平台進行績效評估，促進持續改進與創新。 此外，本文亦分析了服務績效評估的多元指標，包括財務、客戶滿意度、設備可靠性（如MTBF、MTTR、OEE）等，強調在高科技產業中，實時性與數據整合的重要性。未來，隨著AI與大數據的深化應用，服務績效評估將朝向即時化、智能化發展，但也面臨資料隱私、標準化等挑戰。 綜上所述，Ａ公司透過服務科學理論與創新策略，有效推動設備服務的轉型升級，促進價值共創，並在全球半導體產業鏈中建立競爭優勢。本研究不僅豐富了高科技產業設備服務創新的理論基礎，也為相關企業提供實務指引，促使產業持續創新與永續發展。

With the rapid development of the global semiconductor industry and technological revolutions, equipment innovation and efficient utilization have become critical drivers of corporate competitiveness. As a vital hub in the global semiconductor sector, Taiwan plays a pivotal role in the wafer foundry domain. This study takes A company as a case to explore its strategies and practices in high-tech equipment service innovation, integrating the theoretical framework of service science to analyze its service transformation and value co-creation processes within the semiconductor industry. The research background highlights that with the adoption of advanced processes such as 3-nanometer and below, materials engineering has evolved from a supporting role to a core enabler for overcoming physical limits. Through a "materials-equipment-process" symbiotic system, A company collaborates with foundry giants like TSMC under a co-development model. This approach integrates material property simulations with equipment development, significantly reducing R&D timelines and enhancing efficiency. Such partnerships transcend traditional transactional relationships, fostering deep technological integration and long-term strategic alliances that strengthen corporate interdependence and competitive advantages. Furthermore, the high value and utilization rates of equipment have propelled servitization as an industry trend. Companies are actively adopting Equipment-as-a-Service (EaaS) models, leveraging predictive maintenance, upgrades, and data analytics to extend equipment lifespan and mitigate operational risks. Concurrently, digital transformation has accelerated the integration of AI, IoT, and cloud computing into service workflows, enhancing intelligent and personalized service capabilities. From the perspective of service science, this study examines how Service-Dominant Logic (SDL) reshapes the core philosophy of value creation, emphasizing that value emerges through co-creation processes involving both enterprises and customers. The construction of service systems—characterized by multi-actor collaboration and resource integration—enables intelligent, adaptive, and interactive operations. A company exemplifies this through services spanning equipment maintenance, upgrades, predictive analytics, and data-driven performance evaluations that foster continuous improvement and innovation. The analysis also addresses multi-dimensional service performance metrics, including financial indicators, customer satisfaction, and equipment reliability parameters (e.g., MTBF, MTTR, OEE). It underscores the growing importance of real-time data integration in high-tech industries. Looking ahead, as AI and big data applications deepen, service performance evaluation will shift toward real-time and intelligent frameworks, though challenges such as data privacy and standardization persist. In summary, A cpmpany exemplifies how service science theories and innovative strategies drive equipment service transformation, facilitate value co-creation, and solidify competitive advantages in the global semiconductor value chain. This research not only enriches the theoretical foundation for equipment service innovation in high-tech industries but also offers practical insights to guide corporate practices, fostering sustained innovation and sustainable development.