| Abstract: | 供應鏈管理 (Supply Chain Management) 在過去幾個世紀在研究領域已廣被討論。然 而，過去相關的研究多著眼於以產品為導向的傳統製造業供應鏈。隨著服務業對全體經 濟生產總值所佔比重的日益增加，服務導向的供應鏈管理也新興成為作業管理領域另一 重要課題。 本研究目的透過實務資料的收集，以個案公司 (神腦國際股份有限公司) 的手機售後服 務流程為例，探討國內企業在由傳統產品導向的供應鏈轉型為服務導向供應鏈的過程 中，企業所需考慮的因素、供應鏈模型的建立，以及轉型之後的績效表現。本研究主要 目的有三：了解在轉換的過程中，學者所提出的重要因子所扮演的角色，如：服務成熟 度 (McCluskey, 2004)、流程複雜度 (Karmarkar, 2004)，以及服務特性 (Frei, 2006) 等； 針對文獻中所提出的服務導向供應鏈模型進行討論，並以其中目前最廣被接受的模型之 一 (Ellram et al., 2004) 為基礎架構，收集個案公司的售後服務流程並加以驗證，以了解 該架構在實務上的適用程度；以及透過資料收集，了解個案公司調整過後的績效表現， 是否如學者所言 (de Waart and Kemper, 2004) 與存貨成本間具有相關性。 本研究將以個案研究 (case study) 的方式進行實務資料的收集。資料收集方式包括：深 度面對面訪談、實地營運地點參訪、文件資料收集、以及歷史檔案資料收集等。本研究 的主要理論貢獻在於拓展了服務導向供應鏈管理的討論，並且透過實證資料的收集，針 對既有的理論架構進行驗證；在實務領域，本研究提供了文獻中的理論模型，供企業了 解如何從一個新的角度 (服務導向) 針對既有的產品導向供應鏈系統進行規劃，以在今 日以服務為重的企業活動中滿足消費者的需求，進而提升企業獲利。
Supply chain management has been a constant theme of interests in the past decades. Nonetheless, most of the research work devoted to the product-oriented supply chain. The knowledge of supply chains in service operations is still very limited. This study empirically investigates the after-sales service process in the selected case company (Senao International Co., LTD.). In the past years, the case company has attempted to re-design their after-sales service supply chain from a product-oriented to a service-oriented operation. This strategy has successfully assisted the firm to improve their competitiveness and further perform superior than their rivals in the marketplace. The aim of this study is threefold. Firstly, this study examines the factors proposed by researchers as influential to the transformation of supply chains, such as: service maturity (McCluskey, 2004), process complexity (Karmarkar, 2004), and service characteristics (Frei, 2006). Secondly, this study employs one of the most widely accepted service supply chain frameworks (Ellram et al., 2004) and verifies whether this framework is appropriately applicable to the real business world. Thirdly, this study explores the relationship between service level and spare-parts inventory cost, which is suggested by researchers (de Waart and Kemper, 2004) as positively associated. The case study method is utilized by this study. Data will be collected in the forms of in-depth face-to-face interview, plant tour, documentation, and archival records. The contributions of this study are both theoretical and practical. It extends the understanding of service supply chain management, and provides empirical verification of the service supply chain framework. Further, it provides practitioners guidance in re-designing supply chains. As such the service-oriented supply chain is expected to be beneficial for better customer satisfaction. |
