PDCA中的設計思考－以某便利商店物流中心為例

The Role of Design Thinking in PDCA - Taking a Convenience Store's Logistic Center as an Example

張德淵(Teh-Yuan Chang)；謝尚蓁(Shang-Jhe Sie)

設計思考 ； 電子商務 ； PDCA ； 同理心 ； Design Thinking ； Electronic Commerce ； PDCA ； Empathy

創新與管理

20卷1期（2024 / 01 / 01）

49 - 65

繁體中文;英文

近年來國人網路購物的比例大幅增加，大多數的消費者選擇便利商店收取電子商務貨品，以便能夠快速方便取貨。為了維持EC商品配送效率，便利商店物流系統需要持續進行作業改善，以提高電子商務消費者的滿意度。本研究以行動研究法探索個案物流業者以PDCA方法進行作業持續改善的執行方法，發現該物流中心融入設計思考，特別是同理心，以使用者為中心的思維進行PDCA程序。本研究也討論PDCA與設計思考思維相呼應之處。

In Taiwan, the ratio of online shopping has recently increased dramatically in retail, and most customers choose convenience stores to pick up electronic commerce (EC) goods for their efficiency and convenience. To maintain the efficient distribution of EC goods, convenience stores must continuously improve their logistics systems for consumer satisfaction. The action research method was applied to collect data related to the processes of conducting PDCA by the case company. Findings show that the case company integrates one of a design thinking mindset, especially empathy, i.e., a human-centered approach, to conduct the PDCA processes. The relationships between the steps of PDCA and design thinking were discussed.