服務可以庫存嗎？台灣大車隊司機工作實務個案研究

Can Service be Stored through Inventory Management? A Case Study on Cabbies' Work Practices in Taipei

10.6226/NTURM2010.20.S1.1

侯勝宗(Sheng-Tsung Hou)

供應鏈管理 ； 服務庫存 ； 工作實務 ； service inventory ； work practice ； supply chain management

臺大管理論叢

20卷S1期（2010 / 03 / 01）

1 - 28

繁體中文

廣泛應用於全球製造供應鏈的推式一拉式邊界庫存管理(Push-pull Boundary)，能否應用於庫存無法儲存的服務業型態之中？這是本文所欲回答的研究問題。本研究利用詮釋型個案研究法，探討台灣最大計程車衛星派遣公司－台灣大車隊內上百位司機的工作實務及載送服務安排。我們從科技使用者（司機）如何使用衛星定位(Global Positioning System; GPS)派遣科技的微觀工作實務(Work Practice)切入，進行宏觀的組織（車隊）服務庫存管理探討。研究發現，計程車司機利用GPS科技進行不同型式的服務庫存管理，將服務產能因地適時地暫存於不同工作實務中；一旦顧客的服務需求出現時，再將暫存於工作實務中的服務庫存轉換為真實的服務產出，以回應不同的市場需求與服務時效。本文最後提出具體的理論與實務意涵。

In a service industry setting, can invisible service be stored through inventory management by adopting the idea of shifting its push-pull boundary which has been frequently implemented in the field of supply chain management? This is the main question this study attempts to answer. By analyzing users' deployment of service inventory through the restructuring of their work practices, this article examines how users may deliver different types of innovative services around technology in their workplace daily. Specifically, this field study investigates the adoption of a Global Positioning System (GPS) for enabling vehicle-dispatching, implemented by the largest taxi fleet in Taiwan. The findings highlight that, by adopting GPS technology to fulfill service inventory management, cabbies can efficiently store service capacity temporally and spatially in their various patterns of work practices and work processes. Consequently, taxi drivers will deploy timely service by means of proper work practices when passengers express a need for taxi services. In our concluding analysis, we reinforce the theoretical and practical implications of our service inventory research from the perspective of the work practice lens.

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