以服務供應鏈觀點探討中華電信之雲端服務創新模式與演進

Discuss the Innovative Model and Evolution of Cloud Service On the pective of Supply Chain of Chung-Hwa Telecom

張震冬(Cheng-Tung Chang)

指導教授 ： 邱文宏

亞洲大學/管理學院/經營管理學系碩士在職專班/碩士(2011年)

摘要

台灣在2010年將雲端運算列為「四大新興智慧型產業」的發展重點。依據最新的研究報告顯示，全球雲端運算服務的商業市場至2013年時將可達33億美元，資訊軟體市場規模更高達9260億美元。本研究以中華電信進行個案研究，以服務供應鏈之供應商、服務設計、服務提供與顧客服務四構面觀點，建構中華電信之雲端服務創新模式。透過DigiTimes資料庫蒐集2001-2011年間之次級資料，輔以專家深度訪談，共彙整1761件服務創新相關事件，並以每一創新事件為分析單元。研究發現：一、服務提供者拉動供應商成員之研究發展，供應商成員同時也扮演推動服務提供者的力量；二、行動服務為服務提供者之核心服務提供；三、供應商所供應的服務(產品)，經過服務設計者後可擴大服務面向；四、服務設計者掌握網路技術為雲端服務提供成功推廣的關鍵因素之一；五、供應商成員從平臺即服務逐漸轉向以基礎設施即服務供應；六、軟體服務在第一階段以自用為主，顧客服務為輔，第三階段以顧客服務提供為主；七、服務提供者之軟體服務為強化服務重點；八、雲端服務供應鏈之成員合作越加緊密，夥伴結盟關係形成趨勢。

關鍵字

服務創新 ； 雲端運算 ； 服務供應鏈 ； 中華電信

並列摘要

Cloud Computing will be seen as a key development of “Four Innovative Intelligent Industry” in Taiwan in 2010.According to the latest study, business marketing will reach to thirty-three hundred million dollars on Global Cloud Computing and the scale of Information Software marketing will reach to nine hundred and twenty-six billion dollars. This research is a case study which focuses on the innovative model of Cloud Computing of Chung-Hwa Telecom and is constructed by the four perspectives: supply chain of suppliers, service designation, service provision and customer’s service. Through the collecting work of secondary data from DigiTimes Database from 2001 to 2011, and the interviews of experts, this research has collected 1761 cases of innovative service. Each case is treated as an analytical unit. The research has found :(a) Research development by drawing from service providers to supply merchant members. In addition, supply merchant members also play the role as the force of pushing service providers. (b) Mobile providers are the core service providers. (c) The service (product) provided by supply merchants can be extended through service designers.(d) One of the key points of providing successful advertising for Cloud Computing is that the service designers are able to master Internet Skills.(e) Supply merchants members gradually change service called platform into fundamental facility called service supplying.(f) Software service is mainly used by a company itself at the first stage, is used on customer’s service at second stage, and is used for providing customer’s service at third stage. (g) The importance of enhancing service is software service provided by service providers. (h) The suppliers of providing Cloud Computing service work more closely, and the partnership becomes a new trend.

並列關鍵字

Innovative of service ； Cloud computing ； Supply chain of service ； Chung-Hwa Telecom

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