基於價值溪流圖分析的商標註冊代理服務流程分析與改善

ANALYSIS AND IMPROVEMENT OF TRADEMARK REGISTRATION AGENT SERVICE FLOW BASED ON VALUE STREAM MAPPING

荊寧寧(Ning-ning Jing) ； 韓蘇會(Su-hui Han) ； 楊晨(Chen Yang)

《品質學報》 27卷3期 (2020/06) Pp. 196-209

https://doi.org/10.6220/joq.202006_27(3).0004

摘要

價值溪流圖（value stream mapping, VSM）已經被廣泛應用於辨識和消除製造業生產過程中的浪費，提高生產過程的品質。雖然VSM在服務業中的應用往往要困難得多，但其相關研究和應用也在逐漸增多。本文通過個案研究，探索了將VSM方法應用於商標註冊代理服務流程的分析與改善，首先繪製了商標註冊代理服務藍圖，然後繪製了 商標註冊代理服務當前VSM。與製造業將流程分為增值與非增值過程不同，本文將商標註冊代理服務流程分為主要過程和輔助過程，找出了流程中的浪費和瓶頸問題，以此為基礎建立了未來VSM，對商標註冊服務流程進行了改進，消除了服務過程中的浪費，提高了服務品質和管理水準，將商標註冊代理過程的11階段簡化為5個階段，使內部可控時間減少了20.9%，公司內部人員投入節省了31.6%，整個流程的完整準確率提高了30%左右。

關鍵字

商標註冊服務 ； 價值溪流圖 ； 精實六西格瑪 ； 服務流程

並列摘要

Value stream mapping (VSM) has been widely applied to identify and eliminate wastes, and improve the quality of manufacturing production process. Although the application in the service industry is often much more difficult, the VSM related research and applications are gradually increasing. By a case study, this paper applied VSM method to analyze and improve a trademark registration process. The blueprint and the current VSM of trademark registration agent service were drawn. Unlike the manufacturing industry, which divides the process into value-added and non-value-added processes, this paper divides the process of trademark registration agency service into the main process and the auxiliary process. The wastes and bottleneck in the process are found by the current VSM, then the future VSM is established, and the service flow of trademark registration is improved. Thus, the wastes are eliminated, the service quality and management level are improved. The results show that the 11 stages of trademark registration agency process are simplified into 5 stages, the internal controllable time is reduced by 20.9%, 31.6% of the internal personnel investment is saved, and the complete accuracy of the whole process is increased by about 30%.

並列關鍵字

trademark registration service ； value stream mapping ； Lean Six Sigma ； service process

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