模組化的接單流程-以台灣某工業電腦廠商為例

Abstract

隨著產業環境的變化越來越激烈，及營運活動越來越複雜的情況下，對於一個跨國組織來說，內部營運流程效率的提高，成為了創造競爭優勢的重要方法。本研究的兩大研究重心分別為『跨國組織的分工協調機制』與『企業流程改造』。工業電腦產業為資訊電子產業中較特殊的利基產業，具有少量多樣，高毛利，競爭者多而分散的特質。研華科技正是目前工業電腦中的領導廠商，但是由於跨國經營範疇及市場地不斷擴充，組織的規模也不斷地變大，因此如何保持內部資訊流通的順暢，提升營運效率，是未來營運上重要的發展目標。本研究希望能夠透過研究研華目前的接單流程，歸納推導出流程中的問題及所進行流程改造，設計出資訊流通更順暢的接單模式。本研究之結果一方面可以為研華內部的營運發展做出改善建議，另一方面，透過流程中的策略考量，帶給同產業廠商另一番新的思考模式。 因此本研究透過研究目前流程中的障礙，與考量未來研華的策略發展，歸納出如下結論： 1. 流程中的模組化，可以減少訂單處理層級，加快訂單處理程序，提升對顧客的反應能力。 2. 將系統整合至各地運籌中心，作為中央顧客資料庫處理系統，可以提升資訊流通價值，並藉由資料的顧客化分析，帶給各地顧客更多『差異化』的服務項目，提升顧客滿意度。 3. 將『供給者導向』(supply-driven)的營運模式轉變為『顧客導向』(demand-driven)的營運模式，透過資料庫對於顧客資料的分析，帶給顧客更多符合實際需求的服務及產品。利用需求導向的接單模式，免除需求預測所帶來的誤差，減少預測的錯誤，徹底降低庫存水準，減少因存貨堆積所造成的價值損失，藉以降低營運成本，創造本身在營運上的競爭優勢。

With the changing external environment and more complicated operational activities，the escalation of operational efficiency for a transnational enterprise is an important way to create competitive advantage。This research focuses on two main issues。One is “the coordination mechanism for a transnational enterprise”，and the other is “business process reengineering”。Because the industrial PC environment belongs to a niche market, and there are some industry characteristic，such as『product variety』，『customization』，and 『good product margin』，it will attract some potential companies to compete in this field。Although Advantech is a leading company in this field now，to cope with future competition，it’s time to check the existing performance and competitive advantage。With continuous expansion of scope and market，the scale of organization is also getting huge。Therefore，how to sustain the flexibility and the operation efficiency to create competitive advantage is a key objective for future strategy consideration。In this paper，the main objective is to reengineer the ordering process through task redefinition and redesign of information flow。Through ordering process reengineering，the new process can bring more information value and efficiency not only to increase decision quality，but to bring Advantech to a new strategy position。 This research will make some suggestion to Advantech through studying the existing bottleneck and considering its future strategy configuration。The conclusions are made below： 1.Modularizing the process can shorten ordering process，increase processing efficiency，and improve the ability of customer response。 2.Integrating fragmented systems into logistic centers as a centralized customer database can increase information value through efficient flowing，and increase customer satisfaction by data analysis and customized services。 3.Innovating the business model from supplier driven to customer driven is a major change。Taking advantage of demand-driven model can avoid inaccurate forecasting problem and can decrease total inventory amount。By this new model，Advantech can use it to increase total operational efficiency，to decrease operation cost，and to create its sustainable competitive advantage。