軍機策略性商維制度與顧客滿意之關聯性研究─從陸軍機隊委商維謢實務探討

The Relation Between Military Aircrafts Maintenance Outsourcing Systems And Customer Satisfaction － A Case Study Of Army Helicopter Fleets Management Outsourcing

成雲鵬(Yung - Pung , Cheang)

指導教授 ： 曾盛恕

元智大學/管理學院/管理研究所/碩士(2006年)

https://doi.org/10.6838/YZU.2006.00092

摘要

國防部從2003年起推動軍機策略性商維制度迄今已逾2年，本項制度包括了機隊委商維護、整機委商、系統委商等模式，而三軍各類型飛機均分別已列入實施計劃，惟其實際產生的效益尚難橫量，本研究針對其中最完整的陸軍TH-67教練直昇機營的機隊委商案，採質化的研究方式，先以團體焦點座談對國防部、陸軍司令部之政策、計劃、執行階層以及承包廠商的政策、經營、執行階層人員，針對其顧客滿意度構面先行聚焦，進而依此發展為深度訪談大綱，再實施專家的深度訪談調查進而蒐集了豐富的資料。本研究復依訪談結果及相關文獻、檔案、紀錄等文件，整理、歸納、分析，並依此完成「研究分析與成果」後提出三個命題，以做為軍機策略性商維制度與顧客滿意間之關聯性的初步基礎。
最後，復按訪談與資料分析的結果，由陸航TH-67教練直昇機營在實施機隊委商維護後，從其可靠度、時間性、便利性、經濟性等滿意度指標發現，其效益與成果均較實施商維前有明顯的提昇，因此，本研究認為軍機策略性商維制度的推動，對客戶的滿意度有正面的效應，同時對我國而言，明確而穩定的政策指導對軍機商維制度之顧客滿意度有關聯性的作用。

關鍵字

軍機策略性商維制度 ； 機隊委商維護 ； 顧客滿意 ； TH-67教練直昇機

並列摘要

It has been over 2 years since the initiative of civilian contractor maintenance on military aircrafts system. That includes patterns of civilian maintenance on air fleets, airplane and systems. Although this system has already covered most of tri-services military aircrafts, the actual efficiency is yet calculable. This paper focuses on the Army TH-67 helicopter case, the most comprehensive case under this system, with adoption of quantized methodology. The research begins with interviews of policy, planning and execution level personal of Ministry of National Defense and Army general headquarters as well as the contractor personal from system, Planning, Management and Execution level with focus of customer satisfaction perspectives, a detailed interview outlines based on the result of this phase is then developed. After inducing and analyzing the interview results combined with relative files, document and records three main subjects were proposed as foundation of connection between civilian contractor maintenance system and customer satisfaction.
After obtaining the analysis result of interview and data, the Army TH-67 helicopter battalion implemented the system and discovered the customer satisfaction indices on reliability, timing, convenience, and efficiency are significantly improved compared to what used to be. Therefore, the implementation of civilian contractor maintenance system definitely has positive effect to customer satisfaction. To the Armed forces of R.O.C a clear and stable guidance on military aircrafts maintenance outsourcing system indeed plays a crucial role to customer satisfaction.

並列關鍵字

Military aircrafts maintenance outsourcing system ； Air fleets management outsourcing ； Customer satisfaction ； TH-67 training helicopter

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