台灣OA產業服務價值創新模式研究:以A個案公司為例

OA的出現結束了人類長達幾千年依靠紙張來辦公的時代，執行了辦公室的無紙化和自動化。隨著OA軟體技術的與時俱進，OA巨頭們之間的競爭也與日俱增。 OA(Office Automation)系統即為辦公室自動化系統，它起源於1970年代的先進國家，現在OA 已經廣泛的應用於各行各業。隨著資訊技術的快速發展，企業管理越來越重視辦公自動化商業模式的建構。OA 產業正在如火如荼地發展，OA 系統在企業管理之中獲致了普及性的應用，已經推廣到各行各業，並逐漸演變為對傳統辦公模式的一場革命。OA系統在新時期的企業管理之中發揮了重要的功能，其可以提升企業效率，促進企業的現代化、資訊化以及永續發展。 OA 系統的出現，相當程度地提升了企業的生產和管理效率，降低了各種成本，為企業發展由傳統向現代化轉型升級增加了無窮的動力。國內的 OA 產業發展早已起步，近幾年隨著微軟、IBM、HP 等國外大型的軟體公司加入 OA 產業陣營， OA的發展更是如火如荼。相信在不遠的未來， OA 系統必將得到更加廣泛的應用，勢必成為企業在商場上決勝的利器。本研究之產業分析簡單地回顧了OA的發展歷程，並針對OA在企業資訊化流程之中的重要功能，聚焦於分析 OA 的含義及開發現況、國內印表機產業之市場行銷現況、競爭格局五力分析模型、國內印表機產業市場行銷的未來發展趨勢、數位複合機的市場概況、市場焦點和未來發展之新趨勢、行銷臺灣OA產業服務價值創新模式及臺灣OA產業創新服務之服務團隊專業技術教育與輔助平臺。最後分析了A個案公司之社區專案、服務策略及A個案公司的OA產業服務價值創新模式策略，其中涵蓋A個案公司之服務2.0、新數位平臺藍圖、A個案公司客服中心之建置、數位轉型所帶來的服務價值創新、未來資訊數位藍圖、行動辦公Me時代、數位行銷策略及目前A個案公司OA系統所存在的缺點，並對未來 OA 產業的發展趨勢做了分析和建議。

關鍵字

OA產業；辦公自動化；服務價值；創新模式；轉型升級；發展策略

並列摘要

The emergence of OA ended the era of human beings working on paper for thousands of years, implementing the paperless and automated office. As OA software technology keeps pace with the times, the competition among OA giants is also increasing. The OA (Office Automation) system is an office automation system. It originated in the advanced countries of the 1970s, and now OA has been widely used in various industries. With the rapid development of information technology, enterprise management is paying more and more attention to the construction of office automation business model. The OA industry is developing in full swing. The OA system has been widely used in enterprise management and has been promoted to all walks of life and has gradually evolved into a revolution in the traditional office model. The OA system plays an important role in the enterprise management in the new era, which can improve the efficiency of the enterprise and promote the modernization, informationization and sustainable development of the enterprise. The emergence of the OA system has greatly improved the production and management efficiency of enterprises, reduced various costs, and increased the inexhaustible driving force for the transformation of enterprises from traditional to modernization. The development of the domestic OA industry has already started. In recent years, with the large-scale foreign software companies such as Microsoft, IBM, and HP joining the OA industry camp, the development of OA is in full swing. It is believed that in the near future, the OA system will be more widely used, and it is bound to become a weapon for enterprises to win in the market. The industry analysis of this research briefly reviews the development history of OA, and focuses on the important functions of OA in the enterprise information process, focusing on the analysis of the meaning and opening of OA, the current marketing status of the domestic printer industry, and the competitive landscape. Five-force analysis model, future development trend of domestic printer industry marketing, market overview of digital multi-functional machine, market focus and new trend of future development, marketing OA industry service value innovation model and Taiwan OA industry innovation service service team Professional technical education and ancillary platforms. Finally, it analyzes the community project, service strategy of A case company and the OA industry service value innovation mode strategy of A case company, including service service 2.0 of A case company, blueprint of new digital platform, establishment of customer service center of case A, digital transformation The service value innovation, the future digital digital map, the mobile office Me era, the digital marketing strategy and the shortcomings of the current A case company OA system, and the future development trend of the OA industry have been analyzed and recommended.