發展製造業服務化模式之研究

Constructing Servitization Model for Manufacturing Firms

10.6841/NTUT.2014.00416

陳哲堯

製造業服務化 ； 商業模式 ； 多重個案研究 ； servitization ； business model ； descriptive multiple-cases study

臺北科技大學工商管理研究所學位論文

2014年

博士

林榮禾

繁體中文

在全球化競爭的時代，製造業服務化為當前製造業積極投入的一個領域，許多以產品製造銷售為主(product-based)的公司積極轉型為以服務為主(service-based)的經營模式以建立其競爭優勢。但製造業服務化之相關研究大多限於觀念的闡述，國內外雖有成功案例的研究，但對製造業轉型服務化的規劃工具與方法之探討秘而不宣並不多見，實際推動轉型服務過程中仍有許多關鍵步驟值得深入暸解與探討釐清。 本研究首先進行查詢相關文獻與次級資料，輔以專家訪談與討論，廣泛進行資料蒐集分析，藉以歸納出一般性策略概念，並提出適合國內製造業發展服務化的流程架構，發展架構主要包含三個階段，分為六個步驟且有系統性的方式推動製造服務化。本研究方法採用多重個案研究為研究策略，採用深入訪談與工作坊(workshop)方式來進行，親自參與輔導個案公司進行服務化模式規劃過程，透過企業高階主管對其製造服務化的意見交流，獲取第一手資料，以瞭解製造業者推動服務化的發展邏輯，從營運模式的轉變，探討服務創新概念與內涵如何產生，並透過跨個案的比較，使結論更紮實、具有說服力與類推性，並找出個案間共通或差異的型態，釐清真實情境脈絡，作為提供台灣製造業發展服務化模式時之參考依據。

In an era of global competition, “servitization” becomes a field that the manufacturing industry actively engages itself to. A number of companies with product-based operations are actively transforming to companies with service-based operations to gain competitive advantage. However, most studies concerning the servitization of the manufacturing industry only present concepts. Although there are successful cases, the planning tools and methods for the servitization of the manufacturing industry are rarely known. The key steps for improving the service-centric operations deserve further understanding, exploration, and clarification. This study conducted literature review, collected secondary data, conducted expert interviews, analyzed data from extensive sources, generalized strategic concepts, and proposed a flowchart that suits the servitization procedures of the manufacturing industry in Taiwan. The development structure comprised of 3 stages and 6 steps for systematically promoting the servitization of the manufacturing industry. The research methods included descriptive multiple-cases study, in-depth interviews, workshops, participation in the guidance of servitization for the case company, and surveyed the opinions of the management on servitization. The purposes were to understand the logic of how servitization is promoted in the manufacturing industry, discuss the cultivation of service innovation concept and content from the changes of business model, and compare multiple cases to make the research conclusions more solid, convincing, and applicable to more cases. This study also identified the similar or dissimilar patterns of these cases, in order to clarify the actual scenarios and contexts. The findings can provide a reference for the manufacturing industry in Taiwan in terms of the servitization development.

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