運用SCOR改善客戶需求管理之效率-以半導體封裝為例

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姓名

王晨馨(Chen-Sin Wang) 查詢紙本館藏

畢業系所

工業管理研究所

論文名稱

運用SCOR改善客戶需求管理之效率-以半導體封裝為例
(Using SCOR to Improve the efficiency of customer requirements management - A Case Study of Semiconductor Assembly)

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至系統瀏覽論文 (2025-6-30以後開放)

摘要(中)

台灣的半導體產業發展至今已四十幾年的歷史，製程與產業結構鏈已經相當的完整與成熟。近年來更致力於產品更輕薄，性能更高，更低成本的方向發展中，由於半導體產業鏈非常的複雜，環環相扣，企業重視供應鏈間之資訊流通速度，紛紛導入供應鏈管理工具確保企業與供應鏈夥伴間之溝通管道順暢，以利客戶訊息可以在短時間內串聯到供應鏈夥伴間。
本文以供應鏈協會(Supply Chain Council, SCC)所發展之供應鏈作業參考模型(Supply Chain Operation Reference Model, SCOR Model) 為基礎，以半導體產業之半導體封裝為例，探討SCOR模型對於客戶需求管理之可能性。SCOR模型被設計出來是可以讓企業之間進行溝通、量測各項指標的表現，並且涵蓋範圍從一開始的源頭規劃一直到生產製造出貨，出貨後的活動皆可以使用此模型進行規劃與進度確認。且客戶需求管理之基礎需建立在企業溝通環節上的效率，在接收到客戶需求時，可以依據模型的步驟，分類需求之流程型態，再往下展開至各流程種類與流程元素，確保客戶需求之負責人無模糊地帶，讓客戶需求可以傳遞給正確的窗口進行內部導入與執行，貫通實務與人才觀念提升執行順暢度。因此本文藉由實作過程確認SCOR模型應用於客戶需求導入之流程，透過模型流程，分類客戶需求並且連結負責人成彙整表，供流程負責人使用，並且訂定定期更新之機制。後續分析其可能效益與阻礙，藉由效益與阻礙之確認結果，列出企業可能需要執行之後續工作。

摘要(英)

The semiconductor industry had developed over 40 years in Taiwan, in recent years, Taiwan semiconductor industry dedicated on making products thinner, high performance with low cost. Actually the chain of semiconductor industry is very long and complicated and closely linked with each other, therefore, company consider the information passing speed is very important within supply chain, and apply supply chain management tool to ensure the communication channel is smooth without block, which customer information can be shared within supply chain in short time.
This paper would like to use Supply Chain Operation Model which published by Supply Chain Council as basement, taking semiconductor assembly industry to do case study if SCOR can be applied on customer requirement management. SCOR model is designed for easy communicate between supply chain and metrics to judge the performance which cover from planning to shipping also after shipping, can use this model to define the progress. Company can base on SCOR model process to assign customer requirement and base the level definition to go down detail one by one to ensure the contact window without a grey zone that customer requirement can pass to the correct perform for internal implementation. Based on SCOR model process to classify customer requirement and link to responsible department to organize as a summarized form, document control center can base the summarized form to find out the correct department to check customer requirement. Also defined the routine review cycle of the summarized form to improve the customer requirement handling procedure. After that, analyze the possible benefits and obstruct. Base on the confirmation result to list follow up works that may need to do.

關鍵字(中)

★ SCOR
★ 客戶需求
★ 半導體產業

關鍵字(英)

★ SCOR
★ Customer requirement
★ Semiconductor industry

論文目次

摘要 i
Abstract ii
誌謝 iv
目錄 v
圖目錄 vii
表目錄 viii
第一章緒論 1
1.1 研究背景 1
1.2 論文架構 2
第二章研究問題 4
2.1 半導體產業 4
2.2 研究動機 9
2.3 研究問題與目的 13
第三章文獻探討 15
3.1 供應鏈管理 15
3.2 供應鏈作業參考模型(SCOR) 20
3.3 其他供應鏈管理工具 23
第四章研究方法 28
4.1 SCOR模型基本介紹 28
4.2 SCOR模型之流程觀點 29
4.3 SCOR模型之其他觀點 33
第五章實作與討論 36
5.1 實作過程 36
5.2 效益分析 41
5.3 潛在阻礙 43
第六章結論與建議 45
6.1 結論 45
6.2 未來研究方向 46
參考文獻 47

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指導教授

王啟泰(Chi-Tai Wang)

審核日期

2020-7-7

推文