運用服務體驗工程於醫療產業之研究： 以智慧化護士呼叫服務與驗證為例

Abstract

台灣過去以製造、代工傲視全球，近幾年隨著知識經濟的發展，服務業活動日益熱絡，舉凡世界先進國家，無一不以服務業為其重要的經濟活動，2008年台灣政府宣布將推動「第2.5產業」，即為以服務的角度來發展製造業，將以生產流程創造產品價值的製造業，透過服務來提升價值，達到製造與服務相加乘的綜效。 故原本以硬體、成本的傳統思維模式必須面臨到轉型與改變，轉化為以軟體、內容為主。並須全面性的以主要服務執行者的角度進行整體產品架構及服務流程之設計。因此本研究將針對目前現行產品所提供的功能及服務，依據財團法人資訊工業策進會引進德國Fraunhofer IAO服務體驗工程方法論(Service Experience Engineering; SEE)，重新檢視產品所提供的服務功能，並藉由創新的服務流程，提升整體產品及服務的價值。 本研究以個案企業原有的產品為基礎，透過服務體驗工程方法，進行使用者需求分析、服務塑型、服務驗證，設計出符合使用者的新產品。除期待提高產品本身品質及附加價值外，更希望提升整體服務系統品質。研究結果也指出經由服務體驗工程方法確實可設計出更有效回應使用者實際需求之服務系統，同時也降低個案企業投入新服務開發之風險，提高產品上市之成功率。

The manufacture in Taiwan is a leading in the world, particularly in original design manufacture (ODM). Through the development of the knowledge economy in recent years, service industry has become the important economic activity in advanced counties. In 2008, the Taiwanese government has announced 'Industry 2.5' which is to develop manufacture by utilizing the viewpoints of service industry. To multiply synergy of manufacture and service, the product will enhance value by creating the point of service view during production process. Furthermore, the traditional thinking mode of hardware and cost-driven has faced the transition which is transferring to emphasize on software and content. The overall product structure and services process will be designed from the viewpoint of end user. According to Fraunhofer IAO service experience engineering methodology (Service Experience Engineering; SEE) introduced by the Institute for Information Industry (III), this study will inspect function and service of current product and apply innovative service process, enhancing the value of product and service.

According to SEE, the study will analysis user needs, service modeling and service verification based on current product, designing new product with user needs. Apart from the improvement quality and value-added product, this study will be expected to improve the overall quality of service system. The consequence of study indicates product designed by SEE is not merely response service system of customer needs effectively but also decrease risk by decreasing developmental risk and enhance successful rate.