智慧型行動企業網路( MVPN )導入之關鍵成功因素個案研究

Searching Critical Success Factors For MVPN Implementation ：Findings from Service Industries

江竑毅(Hung-Yi Chiang)

指導教授 ： 王小惠

元智大學/資訊學院/資訊傳播學系/碩士(2011年)

摘要

隨著科技的進步與社會的發展，企業行動化已然成為一種新的商業運作模式。智慧型行動企業網路（MVPN）是目前國內企業行動化最廣泛且最普及的應用服務，也是行動電信業者重要的加值業務。因此，影響企業導入MVPN的評選、採用之關鍵因素，是企業客戶與行動電信業者本身重要的議題。

國內文獻對於企業行動商務應用重點皆放在應用層面的分析以及企業績效的研究，此外，也提出相當多導入行動商務關鍵成功因素之探討，但對於企業導入MVPN之各階段的關鍵成功因素還未有著墨，因此，本研究將導入期分為三個階段，此分別為方案規劃期、專案建置期以及上線使用期，以此分別去探討：

1.企業在導入智慧型行動企業網路（MVPN）的過程中，是否每個關鍵成功因素從導入開始至完成在每個階段皆必須存在？
2.探討企業在導入智慧型行動企業網路（MVPN）的過程中，關鍵成功因素對每個階段影響為何？

透過國內行動電信業者與實際導入MVPN之服務業個案進行深度訪談，分析結果發現在行動服務供應面向裡，「顧客導向」、「服務商品牌及能力」、「產品品質」、「方案價值活動」為導入之關鍵成功因素; 而在企業導入使用面向上，「企業行動化特性」、「服務廠商配合度」、「使用者感受」、「內部制度配合」、「投資報酬率」為MVPN導入之關鍵成功因素。

而在導入的過程中，「方案價值活動」與「服務廠商配合度」在導入的三階段皆為重要關鍵成功因素，且為銜接與串連導入過程的重要因素。

關鍵字

智慧型行動企業網路(MVPN) ； 企業行動化 ； 行動商務 ； 電信服務 ； 關鍵成功因素

並列摘要

With the progress of technology and the development of society, enterprise mobilization has become a new business operation model. The service of Mobile Virtual Private Network (MVPN), which is the most popular one which has been used widely in the services of mobile businesses, is also the most important and valuable part of revenue for these companies at the moment. The factors which influenced the need of adopting MVPN, related applications and how customers choose service provider are highly concerned by both customers and providers in the market of mobile telecommunication.

There are many literatures which related to the analysis of application and business performance in the field of mobile business. Also, these researches brought forward many critical success factors that might affect the implementation. However, the issues such as every critical success factor of implement the MVPN, whether it is the critical success factor in every phase of adopting MVPN or what are the related impacts of the process haven’t been discussed in the previous study. Therefore, we divided the implementation into three periods- the stage of planning, developing and launching. Through this way to explore the research questions below:

1. In the process of implement the MVPN, whether every critical success factors need to exist or not in every phase?

2. To discuss critical success factor influence of every phase when companies implement the MVPN?

By using the method of in-depth interview with three companies which had implemented MVPN, according to the results, in the part of service provider, we found customer-orientation, the brand and ability of provider, product quality and program value activities are the critical success factors; for customers, business mobilization, provider’s coordination to the request, user’s feeling, cooperate to internal system, return on investment (ROI) are all critical factors which might influence the implement successfully.

In addition, the factors of program value activities and provider’s coordination to the request are the key success factors during three stages for both service providers and requesters. Besides, these two factors also play an important role to link all of stages.

並列關鍵字

Telecommunication Services ； Critical Success Factors ； MVPN ； Mobile Virtual Private Network ； Enterprise Mobilization ； Mobile Commerce

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