探討建構服務導向之資訊共享平台

全球大環境的變遷以及全球市場變化與競爭度提升，各產業須因應顧客需求做準備並走向全世界。面對市場變動，企業越來越重視轉型及創新升級，許多傳統產業開始轉為服務導向，了解客戶趨勢走向，因此取得相關資訊後，進行內部評估及回饋客戶，是服務客戶關鍵的一環。企業了解客戶問題並同時考量內部資源，使團隊消化資訊並與客戶達到共識，將整理後的訊息反饋給客戶，溝通成為很重要的橋樑，而資訊共享平台更為搭建此溝通橋梁的關鍵要素，因此本研究論文將探討如何建構服務導向之資訊共享平台，並以專家訪談方式研究，與各產業及各階層之專家進行深入訪談，經由對談過程了解各專家的看法與經驗分享，從中獲取資訊歸納與分析。研究結果發現企業與客戶建立夥伴關係、建立企業品牌、提升員工對企業認同感、連結企業文化與員工價值，皆能助於推動資訊共享平台之建立。因此要建構服務導向的資訊共享平台，不僅要使外部的客戶滿意，也需要讓內部顧客-員工對企業增加認同感，還需鞏固良好關係。本研究論文也依據研究結果，統整並提出實務上的建議。其一為維持企業與外部客戶的連結，致力於與客戶達到夥伴關係。其二為強化企業本身的目標方向，企業已不再只是與企業之間的競爭，致力於建立品牌，融入經營理念，也是一種策略及企業價值。最後為鞏固企業與內部客戶的關係，也就是重視員工的感受，連結員工與企業的精神，提升員工歸屬感。

關鍵字

服務導向；夥伴關係；企業品牌；企業認同感；資訊共享平台

並列摘要

With the changes in the global environment and global market, the competition is increasing, firms must get prepared and ready to fulfill customer needs and go global. Facing the market changes, firms are paying more and more attention to transformation and upgrading innovation. Many traditional industries have begun to turn to service orientation and understand customer trends. Therefore, after obtaining relevant information, internal evaluation and feedback to customers are the key to serving customers. Firms understand customer issues and consider internal resources at the same time, so that the team digests information and reaches consensus with customers, then provides all the collected information and feedback to customers. Communication becomes a very important bridge, and the information sharing platform is the key element to build this communication bridge. Therefore, this thesis discusses how to construct a service-oriented information sharing platform. The research adopts expert interviews method, conduct in-depth interviews with experts from various industries and levels, learn the opinions and experiences from the experts, and obtain the information to implement summarizing and analyzing. The results of the study are the establishment of partnerships between companies and customers, the establishment of company brandings, and the enhancement of employees’ sense of corporation identity, and the linking of corporate culture and employee values can all be helpful to construct information sharing platforms. Therefore, to construct a service-oriented information sharing platform, not only to satisfy customers, but also to allow internal customers-employees to identify with the company, and it is also necessary to consolidate good relationships. This thesis also integrates and provides practical suggestions based on the study results. The first is to maintain the connection between the company and customers, it is committed to achieving partnerships with customers. The second is to strengthen the goal direction of the company itself. The company is no longer just competing with itself. It is also a strategy and corporate value to build a brand and integrate into the business philosophy. Finally, to consolidate the relationship between the company and internal customers, which is valuing the feelings of employees. Linking the spirit of employees and the company, enhance their sense of belonging.