由於國際大廠的售後維修服務之工作,大部分也是經由其外包的維修公司,或是維修工廠,或是銷售點兼維修點等方式去完成維修任務。這些維修公司或是維修中心等與國際大廠有合約的關係,對代工業者而言,只要有維修事件的出現,就會形成維修成本且由原廠做實際轉嫁動作,也與代工廠自營維修據點的維修費用有相當的落差。本研究即針對此種維修服務外包的議題作探討。 首先,針對售後維修服務的相關文獻進行資料收集,並找出影響外包管理專業維修商中,可能影響報表真實度的因素。其次,找到電子業界維修服務專家進行深度訪談。最後,由三位編碼者將訪談紀錄進行編碼動作,分別將深度訪談內容,編入前述的因素中,完成編碼動作。 根據內容分析法資料顯示發現,維修記錄,委外授權制度與維修費用等,在本研究中顯示的數據相當高,也就是相對於其他因素而言,受訪者認為這三個因素會影響對維修服務商的信任程度較高。此外,在其他類中所得到的幾個主題如下:(1)維修分類,(2)監督,(3)教育訓練,(4)維修資料庫維護。 本研究有以下結論: 1.維修資料驗證方面,訂出檢查表過濾維修資料,用來降低維修費 用的支出。 2.維修合約方面,訂定出分級維修費用法則,採用差別訂價法。 3.監督管理方面,透過拜訪等方法去增加雙方的信任程度,例如 維修中心的關鍵人士,例如資深維修人員與維修中心主管等。 4.維修技術方面,編寫維修手冊與維修技術座談等方式,增加維 修人員的維修技術,如此可以避免亂修或是無法在標準時間內 維修完成的情形發生。
In the after-sales maintenance services operation field, most of the strategy is outsourcing the repair companies, repair factories or sale points worldwide. A after-sales maintenance contract is signed by both of them. According to the outsourcing strategy, manufacturing factories meet an issue that the repair events accompanying repair expenses. It’s a very heavy burden for them. First of all, collect the relevant literatures of the after-sales maintenance services, and edit the categories from them. Secondly, find the experts in after-sales service field to have the depth interviews. Finally, the interview records are coded by 3 coders. According to the content analysis results, repair records, authorized by the outsourcing management and the repair expense are the most high among the 6 factors from the literatures; the interviewees believe that the 3 factors will affect the trust between the repair maintenance provider and the outsourcing unit. Beside, in other category, there are 4 topics that should be taken notice. They are the following items, repair classification, audit, service maintenance training, and database maintenance.Based on the study, there are the following four conclusions. 1. A check list to filter the repair data for reducing the maintenance cost. 2. Set a repair classification with differential pricing. 3. Increase the level of trust by visiting the key men, such as the senor engineers, or the boss of the repair center. 4. Write the service manual or hold a forum for the repair engineers to increase their repair ability, which can avoid incorrect repairing methods or not being able to complete the repair process within the standard time.