方法目的鏈分析於MEMS測試服務設計

測試廠想要吸引顧客進行微機電測試外包生產，需要拋開原來以技術為主的思維模式，透過顧客的視角來探討顧客所要獲得的價值。本研究為探討如何聚焦微機電測試服務設計後所獲得的顧客價值，並提供測試廠針對顧客價值高的項目進行後續改善活動。本研究先以服務設計探討顧客對於微機電產品測試服務的痛、望點，並提出改善的創意點子；再將改善過後的服務內容以方法目的鏈的調查聚焦顧客所獲得的顧客價值。測試廠將聚焦後的顧客價值顧作為後續服務發展的目標，並依據「屬性-結果-價值」鏈結關係與創意點子進行連結，作為微機電測試服務後續改善項目及項目執行順序的依據。本研究以實際案例確認服務設計結合方法目的鏈，於測試廠聚焦微機電產測試服務的顧客價值後得知。顧客價值中與微機電技術層面有關的佔所有價值鏈結的61%強，代表測試廠需持續發展微機電相關測試技術。主要的顧客價值是經由「產能建置時間快速」與「驗證過程快速」兩項結果要素所構成的「產品上市時間快」，看出顧客測試廠需要能以較快的時間完成整個設備開發與產品驗證計劃，才能迅速進行產品的量產，達成產品上市時間快速的目標。本研究中發現，方法目的鏈之「屬性-結果-價值」價值鏈結與服務設計進行結合有兩種方式。第一種方式為，將「屬性-結果-價值」價值鏈結中的「結果」與「屬性」要素，反饋至設計觀點(POV)之中，再重新提出創意點子。第二種方式為，利用「屬性-結果-價值」價值鏈結中的「屬性」要素，與原本經由服務設計所提出的創意點子項目進行對應。

關鍵字

顧客價值；服務設計；方法目的鏈；微機電測試服務

並列摘要

Test house want to attract customer for MEMS test production outsourcing that must put away the original mindset of technology based and discuss the value which customer want through customer point of view. This study discusses how to focus on the gain customer value after MEMS test service design. And provides follow-up improvement activity with high customer value item of test house. This study use service design to discuss the pains, gains point of MEMS test service for customer and provides improvement creative idea. Then use improved service content as investigation of Means-End Chain focusing customer value which obtain by customer. Test house take focusing customer value as target of follow-up service development. And link creative idea with Attribute-Consequence-Value linkages as basis of MEMS test service follow-up improvement item and priority of execution item. This study uses real case to confirm joint Service Design and Means-End Chain. According to customer value of test house focusing on MEMS test service, in customer value related MEMS technical layer is 61% overall value chain. It represents that test house need to develop MEMS related test technology continuously. Main customer value is through two element of capacity setup time rapidly and verification time quickly which construct rapid product time to marketing. Seeing customer test house need to be able to complete entire equipment development and product verification plan more quick that be able to quickly carry out mass production of product and achieve the target of rapid time to marketing. This study discovers there are two methods in joint Attribute-Consequence-Value linkages of Mean-End Chain and Service-Design. The first method is taking element consequence and attribute of Attribute-Consequence-Value linkages feedback to POV then resubmit creative idea. The second method is taking element attribute of Attribute-Consequence-Value linkages correspond to the creative idea item originally proposed through Service Design.