神腦國際－One Stop Service

本文以神腦國際企業股份有限公司為案例研究對象，首先探討台灣地區手機通信產業概況，並說明神腦國際所遭遇的問題及所因應的策略，包含企業組織內的銷售部門、物流倉儲部門、售後服務部門、資訊部門等，最後並以關鍵績效指標相關數據呈現改善之成果。本個案目的主要在於透過神腦國際經營模式的改變，研究企業如何選定適當的時間點進行內部組織及流程的調整，以順應大環境的變化；同時強調了在這樣相關的改變中，資訊科技系統的應用以及上層高階管理者的支持與配合是成功的關鍵。

關鍵字

電子化企業；供應鏈管理；企業流程管理

並列摘要

The increasing consumer power has driven the growth of service quality importance. In the past years, mobile-phone distributors have attempted to develop service-oriented marketing strategy and in turn provide high-value-added business activities to consumers. As such their role is changing from the traditional distributor to the service-provider. This case investigates how Senao evolves in the competitive market. It explores the background and supply chain structure of the entire mobile service industry, and the business circumstances and problems Senao encounters. To accommodate the changes of business environment, SENAO has implemented an e-project which is centralized the ”One Stop Service” focus. This project takes both the depth and width of customer service into consideration. By realizing this project, the mobile-phone maintenance quality and the competitiveness of the organization are both enhanced. In addition, the alignment with its telecommunication service provider (CHT) has assisted Senao profitably gaining the largest market share at the Taiwan market since 2007. Students are anticipated to obtain knowledge in the areas of business model, e-business, and information management, by studying this case.