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標題: | 從互動觀點探討服務創新對組織績效之研究─以台灣積體電路有限公司為例 How Service Innovation Create Superior Performance through Value-added Interaction ─ a Case Study of a Taiwan Semiconductor Manufacturing Company |
作者: | "Chuang, Ming-Yueh" 莊銘岳 |
指導教授: | 郭瑞祥(Ruey-Shan Guo) |
關鍵字: | 服務創新,社會互動,組織績效,晶圓代工,半導體產業,台積電, Service Innovation,Social Interaction,Organizational Performance,Foundry,Semiconductor industry,TSMC, |
出版年 : | 2008 |
學位: | 碩士 |
摘要: | 隨著知識經濟的到來,知識與創新逐漸取代資本與勞力,成為產業進步的主要驅動要素。目前台灣產業多以製造代工為主,雖然廠商不吝於積極投入產品與技術的創新,卻往往忽略了製造服務活動的創新。服務的本質乃是為顧客創造價值,而服務創新即為透過有系統的管理活動,結合新興的科技、效率的流程與優質的人力素質,創造出差異化與附加價值,廠商若要取得長期競爭優勢,唯有提供對顧客更具價值的服務,才能高度競爭的市場中脫穎而出。
因為半導體產業列為重點發展之兩兆產業,國內半導體產業廠商專業分工且產業結構完整,因此本研究乃選定該產業為主要研究對象,並聚焦於在該產業中,服務創新如何創造高度組織績效。本研究目的有四:歸納整理台灣積體電路有限公司(TSMC)之服務創新理論架構、探究服務創新活動對組織績效之影響、檢視策略夥伴合作機制與環境不確定性所帶來之影響、並針對該產業服務創新提出準命題與管理建議。 台灣積體電路有限公司是為全球最先進及最大的專業積體電路技術製造商,並以提供創新服務來強化顧客關係,顧客可直接獲得該公司及其策略聯盟夥伴資訊,並接收到產品訂單最新進度及相關回饋之情報。本研究先解釋出台灣積體電路有限公司之服務創新理論架構,再分析探討其與組織績效之因果關係,而後,也將台灣積體電路有限公司的實務應用共同納入探討。本研究發現,服務創新活動對組織績效會產生正面影響,此外,策略夥伴合作機制與環境之不確定性也會對廠商間之社會互動,間接產生影響。 In the era of knowledge-economics, knowledge and innovation substitute the labor and capital to become the most important production factors. In Taiwan, most firms play as the outsourced manufacturers. Although firms in Taiwan aggressively invest in R&D, they ignore the importance of manufacturing service innovation. Services can provide more added-value to their customers so that service innovation is a series of systematic-activities to integrate new technologies, efficient process and high-level human resource to create differentiation and added-value. Only by providing different service to customers, firms will be much more competitive than others. This research focuses on the Semiconductor industry. On one hand, it is one of the Two Trillion and Twin Star Industries. On the other hand, in Taiwan, the firms in Semiconductor industry not only work specialization but also have well-designed structures. As a result, this research concentrates on studying that how service innovation increase these firms' performance. The purposes of this research are to introduce the framework of TSMC’s service innovation, to explore the influence of service innovation on performance, to investigate the impact of different partnership mechanism and environmental uncertainty, and to provide suggestions for the construction of management mechanism of service innovation. Taiwan Semiconductor Manufacturing Company (TSMC), one of the world’s largest dedicated integrated circuit foundries, implemented the service innovation to strengthen the relationship with its customers. Customers are able to access directly to TSMC's and its strategic alliance partners' information system and thereby receive immediate status reports of their orders or some other feedback. In this paper, the conceptual framework of TSMC's service innovation is introduced, and the organizational performance resulted from service innovation are investigated. Implications of TSMC's experience are then discussed. The finding suggests that organizational performance is positively affected by the implementation of service innovation. Besides, partnership mechanism and environmental uncertainty will moderate the relationships between service innovation and value-added interaction. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/42004 |
全文授權: | 有償授權 |
顯示於系所單位: | 商學研究所 |
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