運用服務體驗工程設計創新服務之策略研究 -以高齡產品為例

A Strategic Analysis of Designing Innovative Service Using Service Experience Engineering - The Case Study of Old Age Product

張可育(Ko-Yu Chang)

指導教授 ： 顧志遠

中原大學/商學院/企業管理研究所/碩士(2009年)

https://doi.org/10.6840/cycu200901035

摘要

國內服務業的產值正在逐年上揚當中，各類數據顯示台灣經濟型態已轉為以服務業為主體的經濟體系。 正當服務業已居於核心產業之際，企業界在創新服務卻始終缺乏系統化的方法論，2006年經濟部技術處委由資策會創研所執行「創新資訊應用研究四年計畫」，計畫重點即為發展可符合台灣企業需求之創新服務方法論，『服務體驗工程方法(Service Experience Engineering；SEE)』於焉產生。

隨著全球高齡化時代的來臨以及近年台灣平均人口成長率明顯的下降趨勢，相對急需被重視的就是關於高齡者的各種服務，因此本研究首先探討服務體驗工程方法論的系統架構，接著透過吳思華策略三構面以及Kim & Mauborgne之價值創新策略進行分析實施個案，歸納出服務體驗工程實施的創新策略，再利用此創新策略發展出研究構面與訪談架構，進行對個案的深度訪談以驗證高齡產品開發策略。

研究結果發現高齡產品開發高度仰賴產、官、學、研協同合作，各方可共同透過系統化設計開發流程協助國內業者將創意發想轉為創新實現，爲產品服務終端使用者創造最大價值。 另外值得一提的是高齡產品開發領域大多聚焦於安養照護的範圍，高齡者在食、衣、住、行、育、樂方面的需求仍被疏忽；再者高齡產品業者多數為代工性質，業者普遍性製造導向，其企業組織並無推導創新服務專案相關的專業團隊，此為創新服務推動上普遍存在的限制。

關鍵字

創新服務 ； 服務體驗工程 ； 高齡產品 ； 服務工程

並列摘要

The output value of service industry is growing up gradually in Taiwan, this shows that Taiwan has transformed its economic type to service-centric system. Although service is regarded as core industry, most corporations in service industry still lack of systemic methodology for developing service research. In 2006, Ministry of Economic Affairs entrusted The Institute for Information Industry to carry out the project of “Information application innovative services”, which emphasizes to create an innovative service methodology for corporations. “Service Experience Engineering (SEE)” is generated accordingly.

The coming of aging societies is a global trend and the population of old age is increasing in Taiwan, a variety of services for aging people is becoming more important and urgent. For this reason, the thesis will study methodical flowchart and framework of SEE, and take strategy-analysis framework base on the Nine-Types of Strategy theory and the Value Innovative of Strategy theory as an instrument for analyzing cases, with the analysis by generalizing innovative strategies of SEE to develop main factors together with in-depth interview structure, which will verify the strategies on development of Old Age Product.

And the major findings of this study conclusions & results as follow:
1.The Development for Old Age Product highly depend on an government-
University-industry collaboration, the systemic the development process can turn innovative ideas into successful product.
2.Current trend of development for Old Age Product and Service focus on care
facility and care safety, it still lacks of other requirements on areas- food, cloth,
live, transportation, play and education.
3.Corporations in Taiwan are specializing in OEM for Old Age Product and manufacturing-oriented, there are no professional task forces in organizations to carry out certain innovative service, so the force of its development is weak.

並列關鍵字

Service Experience Engineering ； Innovative Service ； Service Engineering ； Old Age Product

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