以服務失誤觀點建構寬頻維修服務創新策略-以中華電信ADSL為例

Construct Innovative Strategies of broadband service maintainance Service by using aspects of Service Flaws on the Example of Chung-Hwa Telecom ADSL

林宏嘉(Hung-Chia Lin)

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

根據資策會(FIND)2011年第一季統計，台灣經常上網人口為1,081萬，寬頻的使用普及率達77.2％，其中主要的寬頻上網方式為ADSL。過去文獻少有相關研究探討寬頻維修服務方面之議題。本研究以中華電信進行個案研究，以服務失誤觀點探討ADSL寬頻維修服務失誤類型與失誤因素之關係，進而建構服務創新策略。透過個案服務失誤、申告與查修等三個資料庫，由5,155筆記錄採系統抽樣1,088筆，資料時間涵括2010年1-12月，區域涵括全台17個區域，資料分析是以每一失誤、申告與查修為分析單元。研究發現：失誤類型區分為使用者歸因失誤、服務加值實體證據失誤、服務傳遞實體證據失誤、服務傳輸實體證據失誤、服務實體證據失誤、接取網路失誤等六類，而影響服務失誤因素包含客戶屬性（客戶等級、區域、密集度）、設備屬性（設備類型、傳輸速率、連線單位）與季節屬性（需求波動、天候、落雷數）等三類。最後依據分析結果與專家深度訪談建構維修服務創新策略。

關鍵字

服務失誤 ； 服務創新 ； ADSL ； 寬頻維修 ； 中華電信

並列摘要

According to the statistics of first season from Institute for Information Industry in 2011, population who surfed on the Internet often is 10.81million. The rate of using wide band has reached to 77.2 percent, and one of the main usages is ADSL.There are rare related references discussing the issues of wide band repair service. This research focuses on individual case studies and discusses the relationship between types of ADSL wide band repair service and factors of flaws by taking the perspectives of service flaws in order to construct innovative service strategies.Data analysis is divided into three units based on flaws, reports and repairs and it draws 1088 data from 5155 records from system of individual service flaws, reports, and repairs ranged from January to December in 2010 including 17 areas of Taiwan.The research found: (a) The flaws can be distinguished as six types of them, such as, and the effects of causing service flaws can be distinguished as three types of them, such as,(level of customers, areas, and densities)、(types of equipment, speed of transmission, and unit of connection) and(fluctuation of demand, condition of weather, and amount of thunder).Finally, based on the results of analysis and interviews with experts, innovative strategies are constructed.

並列關鍵字

service flaw ； innovative of service ； ADSL ； broadband maintainance ； Chung-Hwa Telecom

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