個案公司的主要業務其中一個為電視設計代工製造 (ODM)。原本主要的合作對象為日本電視品牌廠。由於市佔率流失，日本品牌廠將大部份的液晶電視設計製造，移轉回其內部的產品開發部門。於是，個案公司開始承接中、韓二線品牌 ODM 訂單，獲利情形嚴重縮水。
本個案探討提出軟體問題回報處理流程之改善方案。依照個案公司的功能性需求，考量其有限的成本及費用，選定使用Wiki-based的Google協作平台來開發，並以概念性驗証的方式來確認解決方案的可行性。提出的改善方案，預期可以減少平均9.7天的上市延遲。;Lately, the global LCD TV market has entered the mature stage of the product life cycle, resulting in sharp decline in shipments of LCD TV sets. In addition, the rise of smart mobile devices, also results in advanced TV applications becomes mostly obsolete for consumers. Thus, “price” becomes the main factor of consumer purchases. The upmarket Japanese brand owners misjudged the situation, still insist on high prices, leading to huge losses in market share.
One of the main businesses of company H is LCD TV ODM (original design and manufacturing). It used to partner mostly with Japanese TV brands. Due to the loss in market share, the Japanese brands transferred most of the LCD TV manufacturing back to their in-house production facilities. Hence, company H started to take ODM orders from Korean and Chinese second-tier brands, with reduced profit margins.
The Japanese brands value highly on the management of TV control software, and established sophisticated issue tracking systems for software development. Company H was required to use these systems. However, the Korean and Chinese second-tier brands are not that serious on managing software development, and do not have their issue tracking systems. Company H, without issue tracking system and low in budget, had to rely on Excel files and e-Mails to handle issue tracking. Hence, there is a serious gap in straightening software development issues, and result in delays in development time.
This study proposed to reengineer the process of software issue tracking. In accordance with functional requirements and cost constraints of company H, Google Sites, which is a Wiki-based tool, was selected as the collaboration platform. Proof of concept was conducted to ensure technical feasibility. The proposed improvement is expected to eliminate an average of 9.7 days in delay in time to market.