- 學位論文
結合雲端及移動平台建置工具機售服系統之研究
Developing an after-sale service system based on cloud and mobile platforms
摘要
近年全球機械製造業的發展趨勢皆致力於推動「智慧化」，又隨行動雲端，持有智慧型手機或平板電腦行動裝置的增加，促使企業積極透過資料分析及導入行動平台支援客戶所需之服務，促進產業優化和創新價值。 台灣工具機產業以中小企業為主，市場以出口居多，國外市場由代理提供售後相關服務，因此工具機業者不易掌握終端客戶的需求及使用情況，所以工具機業者若能運用網路雲端行動平台，強化系統整合解決資訊交換，共享，並提供完善的售服。在銷售服務端方面，則可將營運範圍由產品銷售延伸至售後的維修服務提供，創造「服務」差異化，藉此提高客戶對產品的依賴度與忠誠度，提高市占率。台灣工具機製造業之售服作業多自行設計系統或購買商業應用軟體如ERP系統，本研究協助工具機廠建置工具機雲端移動售服系統，經評估建置成本、軟體設計之方便性、系統穩定性、及資訊團隊的支援能力等因素後，及結合雲端及移動平台方式，建置符合工具機廠需求的售服流程管理系統，讓工具機維修及售後服務朝智慧化方向發展。系統建置架構採用MVC易擴充、速開發的優點、網頁前端利用HTML5進行RWD自適應網頁設計。讓使用者無論是使用任何移動平台開啟網頁時皆有最佳的瀏覽效果。讓維修工程師可查詢相關技術資源，迅速回應全球客戶之工具機故障問題，達成製程最佳化。從工具機維護記錄資料作為預估零件更換時間及提醒耗材更換進度。同時，了解客戶工具機使用狀況，深化與客戶關係，並挖掘其他購買需求，進而創造新商機，將過去被動服務改為主動服務，達到專業、效能、服務差異化之核心價值。
並列摘要
In recent years, the global machinery manufacturing industry has been committed to promoting "Intelligence". With the increase of mobile cloud, smart phones and tablet computers, the enterprises actively support customers’ requirements, promote industrial optimization and innovative values by data analysis and mobile platform. In Taiwan, the machine tool industry is mainly composed of small and medium-sized enterprises exporting tool machines and the oversea after-sale services are provided by agents. As a result, it’s not easy for the manufacturers to monitor the needs and using conditions of clients. So, the manufacturers can make use of network cloud mobile platform to enhance system integration, to solve information exchange, sharing and to provide perfect after-sale services. In terms of after-sale service, the business can be extended from product sales to after-sale maintenance services, creating service differentiation. By doing so, the manufacturers can promote customers’ loyalty and dependence on products and increase market share. Taiwan tool machine manufacturers design their own after-sale services or purchase commercial applications such as enterprise resource planning system (ERP). This study will help tool machine factories to build the tool machine cloud mobile after-sale service system. After estimating construction costs, software design convenience, system stability, information team support and combining with the cloud and mobile platform, the after-sale process management system will be constructed, allowing tool machine maintenance and after-sale service to develop intelligently. System construction adopts MVC which is easy to expand and speedy to develop. The web front end uses HTML5 for RWD adaptive web design. The users can have the best browsing effects whenever opening web pages with any mobile platform. And the maintenance engineers can query relevant technical resources, rapidly respond to global tool machine failure problems, achieving process optimization. From the machine maintenance records, the manufacturers can predict the timing of replacing components and remind their customers. At the same time, by monitoring customers’ using condition, the manufacturers can strengthen their relationship with customers, excavate purchase needs, and then create new business opportunities. They will create core values of specialization, efficiency, service differentiation by shifting from passive service to active service.