- 學位論文
以系統動力學觀點探討服務品質對於企業營運績效之效果
The Study of Service Quality Strategic Leverage Effect By System Dynamics
摘要
透過資訊科技的推波助瀾，現今企業所面對的皆是無國界、無疆域的競爭壓力，處於如此多變的經營環境中，管理者應如何掌握「溝通」、「協調」、「控制」等規劃管理技巧，著實考驗著企業經營管理者的智慧及能力。且自二十世紀末的「服務革命」之後，服務品質對於企業達成規劃目標的功能已然由作業層面昇華至策略性層次。因此，企業若要能永續經營，就不得不正視服務品質對於企業營運所帶來的策略性影響。 然而，企業經營的本質往往存在著各部門決策休戚與共的相依關聯，進而形成一個環環相扣的生命共同體(亦可稱之為「系統」)。在這個系統架構下，各部門的決策與運作，將透過一定的因果關係與時間差，直接或間接的影響其他部門的營運及表現，使得企業經營機制呈現出系統決策連動的型態與樣貌。 本研究以適於解決非線性、多變數、多動態複雜問題之系統動力學研究方法，將PZB提出之服務品質五構面衡量基準具體化，選定無店鋪通路公司作為研究對象，建立出以系統動力學因果關係觀點出發的模型，協助個案公司以量化工具模擬服務品質的優劣對於企業產生的成本與效益影響為何，並驗證服務品質之策略性層面的管理意涵，更進一步地作為企業策略規劃時的政策實驗室，有效缩短企業制訂策略所需冗長及繁複的溝通協調過程，使管理者不僅對於服務品質的戰略重要性有更深一層之認知，更同時擁有系統結構之全方位動態關連思維，於日後進行各項企業決策之制定與執行時，能有效掌握其可能面臨的各項風險，為企業創造更多價值。
並列摘要
In the rapidly changing and increasingly competitive business environment, it’s absolutely crucial to every manager to recognize how to achieve long-term corporate success by communicating, coordinating and controlling. Moreover, the effect of service quality to the corporate planning has enhanced from the operational level to the strategic level since the late twentieth century. Accordingly, improving service quality which has the strategic leverage influence to the enterprises continuously has become the imperative issue for each organization. However, the essence of an enterprise management isn’t simply independent but interdependent from one department to other. Therefore, the chain relation of each department is concluded as a dynamic complex problem. Our research focuses on the causality and interaction among different departments in strategic planning. A non-store retailing company is chosen as the study object, and the simulation model is built to help the objective company to manage with a systematic view. The consequence of this research which utilizes the system dynamic view let managers enlarge their thinking scope. Through the computer simulation, managers can quantitate the effect of service quality to the enterprise operation and verify the strategic leverage influence of service quality. Furthermore, managers may use the system dynamic model as a policy laboratory to learn about the dynamic structure of the problem, evolve the appropriate short-term policy or long-term strategy, diminish communication and coordinate process effectively and create more value of the organization.