中小企業利用服務體驗工程方法轉型暨持續創新之研究---以光學檢測服務C公司為例

台灣的經濟環境正面臨前所未有的挑戰，各行各業幾乎都面臨著來自全球龐大的競爭壓力，如何同時追求創新並加強成本控制是現代企業每天要面臨的課題；而台灣企業中約有九成是中小企業，基於中小企業在台灣經濟上的重要性，協助解決中小企業之困難，就是改善台灣整體經濟。當知識經濟時代來臨，創新研發以及行銷服務取代過去生產製造測試的傳統產業，成為高附加價值且低替代性之新興產業，未來中小企業也必須從原先的製造走向研發創新以創造附加價值。而資策會所整理推廣的「服務體驗工程」方法(Service Experience Engineering ;簡稱S.E.E.方法)提供一套完整有系統計畫協助想要轉型創新的企業，但是每家企業所面臨的經營管理問題皆不相同，屆時所採用S.E.E.方法重點也不會一樣，因此本論文藉由個案中小企業來探討運用S.E.E.方法執行過程中，著重於洞察與描繪行為模型方法，觀察技術日新月異變化的科技產業，有效率地找出實際市場需求，再配合破壞式創新理論所提五項技巧中的社交活動，結合同業聯盟資源力量，與異業聯盟中創新的資源，幫助企業創造出符合市場需求的商品，維持企業之競爭優勢。研究顯示個案企業過去數款產品開發案接連失敗，為何開始執行S.E.E.方法後就有明顯改善？只因為S.E.E方法徹底改變個案組織原本的思維及態度，造就了今日的轉變，本論文研究選擇以光學檢測服務公司為案例來分析探討，相信此項研究結果，可以做為科技產業中小企業未來想要轉型發展時的參考依據。

關鍵字

中小企業；轉型；持續創新；服務體驗工程；社交活動

並列摘要

The economic environment in Taiwan is encountering unprecedented challenges. Nearly all businesses are facing competitive pressure from the global market. Thus, innovating and simultaneously controlling costs is crucial for modern firms. In Taiwan, 90% of firms are small and medium enterprises (SMEs). Because SMEs are vital to the Taiwanese economy, solving the problems of SMEs can improve the Taiwanese economy. With the advent of the knowledge economy, firms involved in innovative research and development (R&D) and marketing services have become high value-added industries that are difficult to replace. Furthermore, these firms have replaced those of traditional industries involved in production, manufacturing, and testing processes. In the future, the direction of SMEs may need to shift from manufacturing to R&D innovation to increase value added. The service experience engineering (SEE) promoted by the Institute of Information Industry provides a complete and systematic plan for enterprises that seek to transform and innovate. However, enterprises may have dissimilar problems regarding operation and management and thus may use different methods to implement the SEE approach. Therefore, we targeted a SME in Taiwan to examine its implementation of the SEE approach and construct a corresponding behavioral model. We observed the rapidly changing technology industry and identified actual market demand. In addition, networking, which is one of the five skills proposed by the theory of disruptive innovation, was used to combine industry alliance resources with the innovation resources of cross-industry alliance, thus helping the enterprise to create products that satisfy market demands and maintain its competitive advantage. A study shows that the enterprise in this case has failed to develop several products. Moreover, the factors contributing to the substantial improvement in the enterprise in this case following the enterprise’s adoption of the SEE approach was investigated. The SEE approach changed the original attitudes held by the enterprise in this case, which was crucial to the enterprise’s improvement. For this study, an enterprise that provides optical inspection services was selected. The research results can be a reference for SMEs in the technology industry aiming to transform and develop.

並列關鍵字

small and medium enterprises (SMEs) ； transformation ； continuous innovation ； service experience engineering (SEE) ； networking

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中小企業利用服務體驗工程方法轉型暨持續創新之研究---以光學檢測服務C公司為例

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