製造業服務化以提升企業競爭力之研究 － 以石油化學公司為例

A Study on the Servitization in Manufacturing Industry to Enhance the Competitiveness of Enterprises – An Example of a Petrochemical Company

張士璿(Shih-Hsuan Chang)

指導教授 ： 邱垂昱

國立臺北科技大學/管理學院/工業工程與管理系EMBA班/碩士(2009年)

摘要

製造業在台灣的經濟發展扮演重要的角色，尤其在製造能力與成本管控上的表現更是優異，對於國家的經濟實力貢獻卓著。但隨著全球化的趨勢，製造技術和新的競爭者均促使原有產業鏈加速破壞，企業面臨到強大的競爭，導致利潤下降，此時僅增加產能或降低成本已無法確保企業的永續成長，因此，經營者必須思考如何因應外在環境變化，進一步發展出特有的競爭優勢；這也促使製造業必須朝向提供更多的附加價值服務，以便和競爭者區隔，就此帶動了「製造服務化」。本研究選定以「製造業服務化以提升企業競爭力之研究 － 以石油化學公司為例」為研究主題，探討個案公司管理者如何於環保限制提高以及中東地區石化產業競爭之下，應用創新的營運模式，透過「服務化」的趨勢，協助企業成功轉型為服務導向企業，進而提升企業的競爭優勢和獲利能力。本研究係探索式的研究方法，採行非實證性的「文獻分析法」及實證性的「個案研究法」；研究目的有二，其一為剖析個案公司在「製造業服務化」展現與實證，其二為提出有關「製造業服務化」的策略與方針，做為石油化學產業提升企業競爭力的因應之道。結合製造業的現行優勢，再行導入「服務化」的概念與思考方式，提供顧客全方位（一次性）的解決方案，並依此建立一套完善的「製造業服務化」整合性策略。而本研究所提出的管理意涵，在於「製造業服務化」乃是全球化與國際產業競爭的必然結果，可以提升顧客滿意度、穩固顧客忠誠度、與增加顧客貢獻度，終極目標在於透過「製造業服務化」，使得整體價值鏈成為企業創造利潤與追求永續經營的保證。

關鍵字

製造業服務化 ； 服務導向 ； 競爭力 ； 服務化 ； 價值鏈

並列摘要

Manufacturing industry played important role in the economic development of Taiwan especially in both manufacturing capability and cost competitiveness, and continue to be the economic strength of economy growth of Taiwan. However, along with globalization trend, enterprises and industrial value chain are facing intensive competition from advanced manufacturing technology and various competitors. The firms are difficult to ensure sustainable growth by increasing production capability or reducing cost. As a result of rapid change in external environment, manufacturing firms have to seek opportunities of distinguishing competitors by heading to value-added service direction.
The focus of this study is to explore how petrochemical manufacturing firms innovate new operational manipulation, transform themselves into service-oriented businesses together with enhancing competitiveness and profitability through service activities, especially when facing the raising of environment awareness and significant competition from Mid East Petrochemical industry. The framework of this research adapts Documentary Analysis and Case Study which is non-empirical research and empirical research individually. The purposes of this study aim to diagnose the execution and implementation of servitization for manufacturing firm as well as conclude its developed strategies and innovation which would benefits to petrochemical industry in terms of enhancement of competitiveness.
Providing Total Solutions to customer by introducing the concepts and thoughts of servitization base on existed advantage of manufacturing firms is a desired integration strategy of servitization in manufacturing. The conclusion of this research is that the development of servitization and its application to manufacturing industry is certain consequence of globalization and international competition. It could improve customer satisfaction, secure customer loyalty, and increase profitability which contributes from customer. The ultimate goal of servitization in manufacturing is to make entire value chain as guaranty of profitability and sustainable growth.

並列關鍵字

servitization in manufacturing ； service-orientation ； competitiveness ； servitization ； value chain

參考文獻

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