博碩士論文 101450003 詳細資訊




以作者查詢圖書館館藏 以作者查詢臺灣博碩士 以作者查詢全國書目 勘誤回報 、線上人數:60 、訪客IP:18.206.13.112
姓名 李芝瑛(Chih-ying Lee)  查詢紙本館藏   畢業系所 高階主管企管碩士班
論文名稱 國際品牌企業售後服務流程研究-以知名消費性電子品牌公司為例
相關論文
★ 台灣TFT-LCD產業之競爭策略分析–以關鍵性零組件產業結構之研究★ 以價值鏈及SWOT分析來探討台灣聚酯產業之競爭優勢
★ 國際化之經營策略分析-以國際筆記型電腦廠商進入大陸市場為例★ 企業轉型策略之探討-以ABC公司為例
★ 跨國性企業併購之個案研究★ 金控公司顧客關係管理的運作流程與運用發展之探討-以C公司為例
★ 全民健保總額支付制度之探討-以教學醫院為例★ 台灣幼教業西進大陸經營策略分
★ 建立以顧客價值認知之服務行銷-以C公司為例★ 台灣地區啤酒銷售與行銷策略之探討 -以三家啤酒公司品牌經營為例
★ 休閒食品於中國大陸地區行銷策略之探討-以P公司爲例★ 以國外授權品牌進入台灣與中國市場的行銷策略-以製筆業 A公司為例
★ 工業電腦用電源供應器之國際行銷策略之研究 -以F公司為例★ 台灣進口車的競爭優勢策略研究-以個案公司之利基市場為例
★ 台商在大陸的經營策略之研究-以汽車銷售服務業H公司為例★ 在滬台籍人士就醫機構選擇因素之研究
檔案 [Endnote RIS 格式]    [Bibtex 格式]    [相關文章]   [文章引用]   [完整記錄]   [館藏目錄]   至系統瀏覽論文 ( 永不開放)
摘要(中) 近年來,資通訊產業存在相當多的挑戰與不確定因素。除了成立品牌跳脫代工低毛利的紅海以增加獲利能力,與消費者持續的溝通更是掌握產業變化的關鍵。透過產品的創新以及貼心的服務,提供消費者良好的消費體驗是業者直接與市場建立及增加共嗚的最佳方法之一。管理大師彼得杜拉克曾說:新經濟就是服務經濟,服務經濟就是競爭優勢。儘管大多數製造業繼續銷售有形的產品,在產品提供無形服務將是市場差異化的方法之一。可見服務已產品中佔有越來越重要的地位。
本研究首先透過分析目前的產業狀況,在產業面臨外界景氣低迷及快速的產業結構變化下,藉由提供符合顧客需求以及喜好的資訊及服務,才能在全球化的市場中抵抗濤濤不絕的典範轉移巨浪。個案公司為國際消費性電子知名品牌公司,致力於自有品牌業務的推廣並將產品行銷全世界。本研究藉由深入分析個案公司的現況與售後服務流程,透過學習標竿企業,提出個案公司售後服務流程改造的建議。
本研究依據Michael Hammer (1993)所提出的流程再造中的流程診斷及流程重新設計為基礎,透過向標竿企業學習、質性研究以及次級資料蒐集的方式進行個案企業售後服務的流程分析,並提出管理實務上的建議:一、建立團隊共識,讓員工認同並攜手努力;二、服務導向的產品設計,提供最佳的支援服務;三、資訊科技的開發與整合,提高客戶服務滿意及內部管理效率;四、有效的供應商管理。同時,也對未來研究者提出進一步探討的建議,最後並提出本研究的限制。
摘要(英) In recent years, there are many of challenges and uncertainties around the ICT industry. Not only shift from low margin production business to branding business with higher profit margin, it is important to follow the industry trends by creating a connection with consumers continuously. Through creation products and touched services, it is one of the easy way to attract the consumers and build up consonance with best product experience. As Peter F. Drucker said, “The New Economy is Service Economy, and Service is the competitive advantage”. While most manufacturing companies continue to sell tangible products, the intangible service that is being integrated into the product is becoming a market differentiator. Meanwhile, service represents an increasingly important part of a product.

This study is starting from investigating the current ICT industry environment, which is suffering the depression of economy, variable & fast paradigm shifts, companies that seek to survive and thrive will need to provide information & service which customer desired and wanted. This case takes a Taiwanese company as an example which selling consumer products under their own branding over the world. This case study provides business process reengineering suggestions through analyzing current business, after sales process and benchmarking other company with superior service reputation.

In this paper is base on Michael Hammer’s theory, the process analysis & process redesign of business processing reengineering method, Benchmarking, Qualitative Research, Case studies, Expert interviews and secondary data to pinpoint problem found and suggestions for process redesign. After process review and benchmarking to the IT leader which has superior reputation of customer service, this research conclude the following suggestion as follows: 1. Build up consensuses to the project team; 2. Product design for service and provide best support to customer. 3. To improve customer satisfaction and management efficiency by IT system development and consolidation. 4. Efficient vender management.
關鍵字(中) ★ 流程改造
★ 標竿學習
★ 售後服務
關鍵字(英) ★ Business processing reengineering
★ Benchmarking
★ After service
論文目次 第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與範圍 3
第三節 研究流程與階段 4
第二章 文獻探討 6
第一節 流程再造 6
第二節 標竿學習 19
第三節 售後服務 25
第三章 研究方法 32
第一節 研究架構 32
第二節 研究方法 33
第三節 研究對象 39
第四章 產業概況與個案分析 40
第一節 產業與個案公司概況 40
第二節 個案公司售後服務作業流程 52
第三節 標竿學習 66
第五章 建議與結論 79
第一節 結論 79
第二節 建議 81
第三節 研究限制 89
參考文獻 90
參考文獻 一、 中文文獻
1. 王元凱(2001)。資訊網路科技與人文互動之迷思。
2. 余志聰(2005)。售後服務型產品之顧客關係管理。
3. 李玉庭(2012),企業集團總管理處流程再造討論,國立中央大學管理學院高階主管企管碩士班碩士論文
4. 李欣怡(2012),筆記型電腦售後服務關鍵維修物件決策分析,國立清華大學
5. 林志平(2004)。建構跨組織流程再造與限制理論整合之模式。私立中原大學工業工程學系碩士學位論文
6. 林美惠(2009)。資訊產品售後服務個案研究。國立交通大學高階主管管理學程碩士班碩士論文
7. 侯文堅(2010)。售後服務品質、關係品質與顧客忠誠度關係之研究。
8. 屈君懋(2010),企業流程分析方法之研究,國立中山大學資訊管理學系研究所碩士論文
9. 許進發(2003)。全球運籌管理模式下服務模式之研究。國立中央大學企業管理研究所碩士論文
10. 陳世國(1997)。企業流程再造管理研究。台灣大學資訊管理研究所碩士論文
11. 陳建民(2004)。服務便利性與服務品質對顧客滿意度之研究。銘傳大學資訊管理碩士在職專班碩士論文
12. 詹瑜惠(1999)。企業流程改造,品質管理月刊。60-65頁。

13. 鄭彩華(2011),市場導向企業流程再造之研究,國立中央大學管理學院高階主管企管碩士班碩士論文
14. 魏凡峰(2002)。逆物流對供應鏈體系成本與時間之影響。國立成功大學工程管理研究所碩士論文
15. Jones, Gareth (2012)。組織理論與管理。雙葉書廊有限公司
16. Hammer, Michael & Hershman, W Lisa(2011)。更快更好更有價值。天下雜誌。
17. Hill & Jones(2004), 策略管理第六版。華泰文化事業公司
18. Kotler, Philip(2012)。行銷管理學。東華書局

二、 英文文獻
1. Agarwal, S., Erramilli, M. K., & Dev, C. S. (2003). Market orientation and ?performance in service firm: role of innovation. The Journal of Service ?Marketing, 17(14), 68-82.
2. Ames, B. Charles and James D. Hlavacek (1989). Market Driven Management: ?Prescriptions for Survival in a Turbulent World, Homewood, Dow Jones-Irwin.
3. Auh, Seigyoung and Bulent Menguc (2006). Diversity at the Executive Suite: A ?Resource-based Approach to the Customer Orientation-Organizational ?Performance Relationship. Journal of Business Research, 59(5), 564-572.
4. Crego, Edwin T. & Peter D.Schiffrin (1995). Customer-Centered Reengineering: ?Remapping for Total Customer Value. IRWIN Review.
5. Crowe, T. J., Rathi, K. & Rolfes, J. D. (1997). Selecting business process ?reengineering project strategically, Computer and. Engng, 33(1-2), 157-160.
6. CSC Index (1992). State of Reengineering Report, CSC Index.
7. Davenport, H Thomas & Short, E James(1990), The new industrial engineering: Information technology and business process redesign. Sloan Management Review, 32, 11~27
8. D.N.P. Murthy, W.R. Blischke(1992), Product warranty management– III:A review of mathematical models, European Journal of Operational Research 63 , 1–34.
9. D.N.P. Murthy, W.R. Blischke(1992), Product warranty management – II:An integrated framework for study,European Journal of Operational Research 62 261–281.
10. D.N.P. Murthy., and I. Djamaludin(2002), “New product warranty: A literature review,” International Journal of Production Economics,” 79, 231-260
11. D.N.P. Murthy., O. Solem, and T. Roren(2004), “Product warranty logistics: Issues and challenges,” European Journal of Operation Research, 156, 110-126
12. Ballou, R.H. (1992). Business Logistics Management. New York: Prentice Hall.
13. Bennis, W. & Mische, M. (1995). The 21 Century Organization: Reinventing ?Through Reengineering. San Diego, CA: Preffer & Company.
14. Edwards, C. & Peppard, J. W. (1994). Business process redesign: hype, hope or hypocrisy? Journal of Information Technology, 9, 251~266.
15. Gershenson, J. & Ishii, K. (1991). Life-cycle serviceability design. Proc. 3rd Int. Conf. on Design Theory and Methodology (DTM ′91), ed. L. Stauffer. ASME,DE-Vol. 31, Miami, FL, pp. 127-34.
16. Grover, Jeong, Kettinger & Teng (1995). The Implementation of Business Process Reengineering. Journal of Management Information System, 12(1), 109~144.
17. Guha, S., W.J. Kettinger & J.T.C Teng (1993). Business Process reengineering: Building a Comprehensive Methodology. Information System Management, 13-22.
18. Hall, G. Rosenthal, J. & J. Wade (1993). How the Make Reengineering Really Work. Harvard Business Review, 71(6), 119-131.
19. Hammer, M and J. Chempy (1993). Reengineering the corporation - A Manifesto for Business Revolution. New York :Harper Collins Publishers, Inc.
20. Hammer, M. & Champy, J. (2003). Reengineering the Corporation: A Manifesto for Business Reengineering, New York: Harper Collins Publishers.
21. Hammer, M. and S.A. Stanton (1995). The Reengineering Revolution-A Handbook. Harper Collins Publishers, Inc.
22. Hammer, M. (1990). Reengineering work: Don‘t automate, obliterate. Michael Hammer Harvard Business Review, 104-112.
23. Hammer, M., Beyond (1996). Reengineering: how the process-centered organization is changing our work and our lives. New York: Harper Collins Publishers.
24. Janes, T. O., W. Earl and J. R Sasser (1995). Why Satisfied Customer Defect, Harvard ?Business Review, 73(6), pp. 88-99, 1995.
25. Kettinger W. J. and Grover V. (1995). Special section: toward a theory of business process change management. Journal of management Information Systems, 12(1). 9-30。
26. Kettinger W. J.,Teng J. T. C. and Guha S. (1996). Information architectural design in business process reengineering. Journal of Information Technology, 11(1), 27-37。
27. Kettinger, W.J. and V. Grover (1995). Toward a Theory of Business Process Change Management. Journal of Management Information Management, 12(1), 9-33.
28. Kettinger,W.J.,Grover,V.,Guha,S.,and Teng,J.T.C (1997). Business Process Change and Organizational Performance:Exploring an Antecedent Model. Journal of Management Information System, 14(1), 119-154.
29. Klein D. A. and Prusak (1994). Characterizing intellectual capital, Multiclient ?program working paper. Boston: Ernst & Young Center for Business Innovation.
30. Kohli, A.K. and B.J. Jaworski (1990). Market Orientation: The Construct ?Research Propositions and Managerial Implications. Journal of Marketing, 54(4), 1-18.
31. Kotler, P. (1984). Dream′s Vacations: The Booming Market for Designed Experiences. Futurist, 18(5). 7-13.
32. Loewenthal, J.N. (1994). Reengineering the Organization: a Step-by-step ?Approach to Corporation Revitalization. Quality Progress, 27(2), 61-63.
33. Marchand,D.A. and Stanford,M.J. (1995). Business Process Redesign:A ?Framework for Harmonizing People,Information and Technology. In Business Process Change —Reengineering,Concepts,Methods and Technologies, Grover,V. and Kettinger,W.J.(eds.), Idea Group Publishing, 1995, 34-56.
34. McDermott, L. C. and Emerson, M. (1991). Quality and service for internal customer. Training and Development Journal, 45(1), 61-64.
35. McPartlin, John P. (1993). Reengineering: Just Chasing Rainbows? in Business Process Reengineering: current issues and applications, Institute of Industrial Engineers.
36. Narver, John C. ,Stanley F. Slater, and Douglas L. MacLachlan (2004). Responsive and Proactive Market Orientation and New-Product Success. Journal of Product Innovation Management, 21, 334-347.
37. Peppard, J. W. and Rowland, P. (1995). the Essence of business Process Re-engineering. New York: Prentice Hall.
38. Peppard, J. (1996). Broadening visions of business Process Reengineering. Omega. Int. J. Mgmt sci, 24(3), 255-270.
39. Sasser, W.E., R.P. Olsen and D.D. Wyckoff (1978), Management of Service Operation :Text and Cases, Allyn and Bacon Inc,
40. Teng, J. T. C., Grover, V. & Fiedler, K.D.( 1994). Business Process Reengineering Charting a Strategic Path for the Information Age. California Management Review, 36(3), 9-31.
41. Teng, J. T. C., Grover, V., Fiedler, K. D. (1996). Developing strategic perspectives on business process Reengineering: from process reconfiguration to organizational change. Omega. Int. J. Mgmt. Sci., 24(3), 271-294.
42. Weisendanger, Besty(1993), Benchmarking Intelligence Fuels Management moves
"New Scope"(1993). Industrial Engineering, 25(9).
43. W.R. Blischke, D.N.P. Murthy (1992), Product warranty management – I:A taxonomy for warranty policies, European Journal of Operational Research 62, 127–148.
44. Zeithaml, V. A. and M.J. Binter (1996), Service Marketing, McGraw-Hill, New York, 1996.
三、 網站
1. Wiki: http://zh.wikipedia.org
2. MBA 智庫百科: http://wiki.mbalib.com
3. 中國生產力中心: http://www.cpc.org.tw
4. 電子時報: http://www.digitimes.com.tw
5. IDC: http://www.idc.com
6. Gatner: http://www.gatner.com
7. 商業周刊:http://www.businessweekly.com.tw
8. 中央大學: http://www.ncu.edu.tw
9. 台灣博碩士論文知識加值系統: www.ndltd.ncl.edu.tw
指導教授 李小梅 審核日期 2014-5-1
推文 facebook   plurk   twitter   funp   google   live   udn   HD   myshare   reddit   netvibes   friend   youpush   delicious   baidu   
網路書籤 Google bookmarks   del.icio.us   hemidemi   myshare   

若有論文相關問題,請聯絡國立中央大學圖書館推廣服務組 TEL:(03)422-7151轉57407,或E-mail聯絡  - 隱私權政策聲明