工具機產業製造服務化能力模式之研究

The Servitization of Manufacturing Capability Model in Machine Tool Industry

陳正祥(Chen-Hsiang Chen)

指導教授 ： 莊立民

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2014年)

https://doi.org/10.6833/CJCU.2014.00069

摘要

在全球工具機前十大生產國中，台灣工具機暨零組件產業在無強大的內需市場與特定產業的支持下，只能朝向全面性行銷發展，將目標望向全世界的舞台，積極為全球工具機消費市場與客戶，提供量身訂做的客製化、差異化經營，因此工具機產業轉型服務化為當前台灣工具機產業急於涉入的一個新興領域，然目前台灣對於工具機產業製造服務化的相關研究仍付之闕如，本研究主要以探索性分析作發展工具機產業製造服務化能力的衡量量表，在發展量表階段，運用了文獻探討、德菲法與專家訪談等研究程序，深入探討台灣工具機產業本質與意義、構面與評量指標之內涵。
在建構衡量模式階段，量表之信度考驗採用、Item-Total Correlation係數、Cronbach's 係數，來檢定量表內部一致性程度及其穩定性。以層級分析法(AHP)求得並建構評量模式評估指標之權重體系，再運用重要度-績效分析法(IPA)，求得工具機產業製造服務化後，重要度與優先執行的矩陣分析。
研究結果顯示工具機產業製造服務化能力，最終歸納出五個評估主準則及八個評估指標，是以「服務化整體成效」最為重要；「客製化能力」為第二重要，而第三的「服務化科技能力」中以「掌握客戶需求」最為重要；第四是「型塑價值主張能力」中以「建置內部核心能耐與流程」最為重要；排名第五的「建立交易規範能力」則以「權利義務規範」最為重要。

關鍵字

工具機產業 ； 製造業服務化 ； 德菲法 ； 層級分析法(AHP) ； 產品服務系統(PSS) ； 重要度績效分析法(IPA)

並列摘要

In the top ten countries producing machine tools, Since the domestic demand market is weak and only specific industries are supported by the government, machine tools and parts industry in Taiwan may only focus on overall marketing strategy, to aggressively serve consumer markets and customers from all folks all over the world, and provide them with customized and differentiated service. Hence, the servitization of machine tools industry was a booming field for Taiwan’s industry to enter. Nevertheless, few researches discussed about the servitization of machine tools industry in Taiwan, this research developed the measurement scale for servitzation capability of machine tools industry through exploratory analysis. The scale was developed through literature review, Delphi method and exports interview, to deeply discuss the nature of the industry, dimensions and evaluation indices. In developing the measurement model, Item-Total Correlation and Cronbach's  coefficient are adopted for reliability test, to measure the internal consistency and stability of the scale. After gaining the weights system of measuring indices through AHP, IPA (Importance Performance Analysis) is also adopted to decide the priority of matrix analysis in servitization of machine tools industry.
The research results show the machine tools industry is adequate for servitization with five main evaluation principles and eight evaluation indices. The most important principle is “overall performance of servitization”, followed by “ability of customization”, “ability of servitiztion technology” (with the most important index: grasping customers’ need), “sculpturing value statement” (with the most important index: building the internal process and core competency) and “ability of construct trading criterions” (with the most important index: rights and obligations criterions).

並列關鍵字

Machine Tool Industry ； Servitization of Manufacturing ； Delphi method ； AHP ； PSS ； IPA

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