以服務創新探討客戶服務委外模式-以半導體設備商為例

Outsourcing Model Analysis of Customer Service in Semiconductor Equipment Industry by Service Innovation

王質鈞(Chih-Chun Wang)

指導教授 ： 林博文 ； 洪世章

國立清華大學/科技管理學院/高階主管經營管理碩士在職專班/碩士(2013年)

摘要

過去半導體景氣循環所帶來的衝擊對設備商而言不僅是訂單的萎縮，服務人力上的規劃與需求之影響更是不容小覷。企業往往為了渡過景氣寒冬而裁減人力，但卻發現當景氣回溫之際卻又面臨人力短缺的窘境。許多企業因此開始透過委外來培養適合的服務供應商，或藉由約聘委外的方式來調節景氣高低起伏時，人力與工作負擔失衡的現象，同時藉此紓緩企業在人事成本上的壓力。
成功的委外服務不只是為了節省企業成本，更重要的是委外所帶來的優勢是否能滿足客戶價值主張。如何藉由服務創新的思維與動能將委外服務延續、拓展與開發到其它業務項目上，是高階經營主管們應加以深思的課題。委外的服務模式可以透過服務創新的思維面向來 設計，委外服務的延續則可藉由管理服務創新的動能來發揮。各種委外服務模式所可能帶來的優劣與委外項目的規畫，以及更重要的服務供應商關係管理議題應在委外策略制定初期加以完整思考，以確保委外服務項目能發揮最大的效益。
因此，如何在人力、成本、品質與客戶滿意度中取得協調與平衡，是半導體設備商在委外的策略中應優先被考慮的重要議題。

關鍵字

服務創新 ； 客戶服務 ； 委外 ； 半導體設備 ； 服務供應商關係管理

並列摘要

The impacts to Semiconductor Equipment Suppliers are tremendous under uncertain business cycle. It’s not only because of significant falling in revenue but also human resources arrangement. Thus Enterprises are used to reducing cost by cutting headcount as the only solution rather than finding a way out to further achieve both cost reduction and workload balance. In fact, this impacts Enterprises’ reputation and becomes an obstacle of recruiting especially when business is going upturn. Nevertheless, how to leverage or balance among human resource planning, cost saving, quality of service and customer satisfaction are the first priority while making decisions of outsourcing strategies.

Successful outsourcing strategies comprise value proposition besides cost reduction to both Enterprise and customer. However, most of existing outsourcing is mistakenly on reducing Enterprise spending rather than bring addition benefits to support customer value proposition and enterprises’ core value. These implications to Executive teams are crucial. It has to be reconsidered right approaches of outsourcing strategy by dimensions of service innovation aspect to design strategic outsourcing and capability of managing service innovation to expand border scale in customer service further.

Strategic outsourcing must involve comprehensive plans, such as, value proposition of Enterprise and Customer, Structures, Technical skills, Customer interactions, Learning, Adapting, Business partners, Organization, Profit models and Culture. In addition to above, the Vendor Relationship Management of outsourcing is relatively important to sustain outsourcing strategies for business growth.

並列關鍵字

Service Innovation ； Customer Service ； Outsourcing ； Semiconductor Equipment

參考文獻

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