半導體設備製造商之服務管理策略：以G公司為例

Abstract

台灣是半導體生產的重鎮，半導體製造廠必須仰賴國外設備商不斷的提供新的生產製程設備與生產技術，隨著生產製成的技術演進技術門檻更佳的提升與更加的昂貴，生產設備廠商也因為資金、市場佔有率與研發技能的延伸，也創造了設備廠商的數量也漸漸減少，新的進入者也因為研發資金過於龐大紛紛卻步，現有的供應商也漸漸的卻步快速於高額的研發費用，希望放慢腳步或是退出某些領域的競爭，抑或是各製造大廠間的相互合併，用以產生綜效來繼續開發新一世代的生產設備。 半導體製造廠的黃光微影部門所使用先進微影曝光機與其使用之準分子雷射包含未來新的光源EUV系統就是屬於此類型的產品，其中包括了新設備的採購費用高昂，營運費用也是非常的高昂，定時的準分子雷射消耗性零件交換費用與不定時的非耗材零件更換，往往對於半導體製造商產生了預算預估的不確定性。以客戶服務營運管理為主的精神來設計多樣性的客戶服務方式來減少客戶的期待與個案G公司提供的缺口減少、多樣性的收費方式與客戶服務品質提升活動，來符合各使用客戶的需求與減少服務品質客戶期望相對於提供的落差，並使使用端可以有效的預估給月與每年的營運費用外且提升生產總量，更可以使個案公司於提供優良的顧客服務外更能維持營收的穩定，達到雙贏的策略終局。

Taiwan is a major semiconductor manufacturing company. Semiconductor manufacturers must rely on foreign equipment manufacturers to continuously provide new production process equipment and production technology. With the technological evolution of production made, the technical threshold is better and more expensive. The production equipment manufacturers Because of the extension of capital, market share, and R&D skills, the number of equipment manufacturers has also gradually decreased. New entrants have also been deterred because of excessive R&D funds. Existing suppliers have also gradually deterred from rapid development. Cost, hope to slow down or withdraw from competition in certain fields, or merger between major manufacturers to produce synergy to continue to develop new generations of production equipment. The advanced microlithography exposure machine used by the semiconductor company's yellow photolithography division and its use of Excimer lasers, including the future new light source EUV system, belong to this type of product, which includes high procurement costs for new equipment and operating costs. The costly, time-consuming excimer laser consumable part-exchange costs and irregular non-consumable parts replacement often create uncertain budget estimates for semiconductor manufacturers. Customer service operation management is the main spirit to design diversified customer service methods to reduce customer expectations and cases. The company GIGA provides gap reduction, diversified charging methods and customer service quality enhancement activities to meet the needs of each customer Compared with the drop in customer expectation and the provision of service quality, the use end can effectively estimate monthly and annual operating expenses and increase the total production volume. It also enables case companies to maintain better customer service. The stability of the revenue and achieve the end of a win-win strategy.