3C 服務企業卓越模型之初探：建構服務科學準備度指標

Business Excellence Model for 3C Service Industry in Taiwan:A Study of Establishing Readiness Indicators of Service Science, Management and Engineering

服務業與經濟成長的關係一直是現代服務經濟研究的核心問題，如何計量服務生產力和服務創新，將是解決問題的關鍵。追求卓越的企業需要一套成功地指標與系統性方法，服務科學結合基礎管理、工程的理論，並運用科學的方法與原則，與管理服務的組織過程與資源，來改進服務的性能和成本。本研究旨探討3C 售後服務業的科學準備度指標，以及相對權重，採德菲法與層級程序分析方法。根據研究結果共分為財務、顧客、程序、學習與成長及人性系統等五大構面與12 個準備度指標，評定各指標之相對權重發現以服務站為最適合優先導入單位。我們的目標是協助組織建構SSME 準備度，並建立有效的服務流程，並使他們能在迅速變化的商業環境中保有競爭力。最後提出建議以協助管理者以客觀評估個案的一致性，和提高人員服務效能，以保持3C 產業競爭力。

The relationship between service industry and economic growth is always the core issue in modern service economics research. How to evaluate the productivity and innovation of service is the key point to solving this problem. Business in pursuit of excellence will need successful indicators and a systematic approach. The concept of service science, management and engineering (SSME) is an emerging interdisciplinary approach that combines fundamental management and engineering theories. Service science is the study of how to use scientific methods and principles to manage the service organizations, processes and resources to improve service functionality and cost. The purpose of this study is to analyze the appropriate scientific readiness indicators for the post-sale service industry of 3C products and the relative weights of these readiness indicators. The Delphi techniques and the Analytical Hierarchy Process (AHP) were used to collect and analyze data and to establish the readiness indicators of service science. The research results cover 12 readiness indicators in five aspects, including finance, customers, processes, learning growth and human system. In addition, an assessment of the relative weights of the indicators using the AHP has found that post-sale service by service stations is the first priority approach that should be implemented. The objective is to help organizations construct SSME readiness and establish effective service processes, thus enabling them to stay competitive in a rapidly changing business environment. This could help managers make an objective assessment of the organization's internal consistency, enhance their employees' ability to accommodate external environmental change and maintain the organization's competitive strength.