先進國家製造業正在思考如何將服務作為一項附加價值,製造業與服務業的疆界日益模糊,工業4.0的概念是以「智慧工廠」連結物聯網與服務聯網,大幅改變現有傳統生產製造、商業及服務分工模式,形成「智慧製造+服務」的全新商業模式。 本研究採取綜合取向觀點,有別於過去製造業的技術創新與服務業創新分開探討的作法,把在服務業新服務發展的研究模式整合到傳統製造業創新研究上,運用服務科學的工具與思維邏輯,針對台灣工具機產業進行智能製造與新服務模式的發展與驗證,服務科學取向包含:服務屬性探索、服務需求分析、服務創新塑模、新服務建立與驗證四個程序,研究方法整合質化與量化研究,包括:文獻探討、顧客旅程地圖、焦點群體技術、深度訪談法、內容分析法、人物誌、服務藍圖及三角測量、多變量分析與線性結構模式等。重要的研究發現為: 一.模式探索與建構階段:內容分析結果歸納出工具機業製造端廠商最重要之六項關鍵之智能製造支援系統為:Machine to Machine、加工應用硬體、客戶關係管理、智能預測系統、彈性製造系統、與機械手與機器人,而這些系統可衍生出十七項新服務,本研究據此發展了十二項重要命題以及工具機業整合智能製造及新服務發展之服務藍圖,透過智能製造及新服務發展改善了四項服務失誤。 二.模式驗證階段:本研究建構信效度頗佳之「智能製造準備度量表」並進行實證,結果顯示:工具機業智能製造中以「虛擬工廠設計與自動化系統之準備度」執行程度最高,其次為「智能裝置與系統之準備度」,而「巨量資料與雲端運算之準備度」最低。此外,研究也發現智能製造準備度影響組織績效的關係中,新服務發展具有顯著的中介效果。 台灣具有資通訊優勢應投入「虛實化系統(CPS)」開發,積極加值現有之工具機業製造系統,本研究驗證了綜合取向(synthesis approach)的觀點,服務業的創新與製造創新高度相關,可以交互為用。同時,服務科學取向之運用有助於製造服務化的深化及新服務的發展。
Manufacturing industry in developed countries has started to regard service as an added value, which made the boundary between manufacturing and service industry vague. The concept of Industry 4.0 is to connect “smart factory” to IoT(Internet of Things) and IoS(Internet of Services) to massively change the current cooperation between traditional manufacturing, commerce and service, to form the whole new business model of “smart manufacturing + service.” This research adopted comprehensively viewpoints: integrating the research model of new service development in service industry into the innovation research of conventional manufacturing industry, to develop and verify the smart manufacturing and new service model for the machine industry, rather than the divided discussion in the past. Service science approach including: service property exploration, service demand analysis, service innovation mold, new service construction and confirmation. Research method integration qualitative and quantitative approach, including: literature review, customer journey map, focus group technique, in-depth interview, content analysis, persona, service blueprint, triangulation, multivariate analysis and SEM. The research results are as follows: 1.Model exploration and building: From the content analysis, six key systems are concluded as the most significant one for machine manufacturing firms, while these systems may further develop 17 new services. This research built the service blue print for new service development and integrated smart manufacturing for machine industry through 12 statements, to further correct four service errors. 2.Model verification: This research developed a “scale of smart manufacturing readiness” with good reliability and validity. The empirical results showed, the “readiness of virtual factory design and automation system” has the highest implementation degree in smart manufacturing of machine industry followed by “readiness of intelligent devices and system” while “readiness of Big Data and cloud computing” came last. In addition, a significant intervening effect of new service development is detected in the relationship between smart manufacturing readiness and organization performance. With the telecommunication advantage, Taiwan industry should invest in developing “cyber-physical system”(CPS) to aggressively add value to the current machine manufacturing system. This research verified synthesis approach, considered the innovation of service industry and manufacturing innovation is highly related. Simultaneously, the application of service science is helpful in deepening the servitization of manufacturing industry and new service development..