探討雲端服務創新模式與演進：中華電信為例

Exploring Innovation Model and Evolution of Cloud Service: Case Study of Chung-Hwa Telecom

本研究以中華電信進行個案研究，以服務供應鏈之供應商、服務設計者、服務提供者三成員觀點，建構中華電信提供顧客服務之雲端服務創新模式，並探討模式演進過程。透過蒐集2001－2011年間之個案相關次級資料，輔以專家深度訪談，共彙整1,761件服務創新事件，並以每一創新事件為分析單元。本文提出五項研究發現：1、服務供應鏈之雲端服務創新區分為三種模式；2、服務供應鏈三成員皆首重「平台即服務」；供應商另強調「基礎設施即服務」，服務設計者則強調「通信即服務」；3、雲端服務由「平台即服務」朝向「基礎設施即服務」之發展趨勢；4、雲端服務之「軟體即服務」由服務提供者與供應商協同提供軟體服務，朝向服務提供者自行開發設計之發展趨勢；5、供應商與服務設計者協同設計為發展趨勢。This study is a case study of Chunghwa Telecom. Based on a perspective of service supply chain consisting of three roles as supplier, service designer and service provider, this study develops an innovation model of cloud services and explores the evolution of the model. Through collecting the relevant secondary data of the case from 2001 to 2011 and in-depth interviews, this study has collected 1,761 events of service innovation. Each event is treated as an analysis unit. The findings are described as follows. First, cloud service innovations provided by service supply chain are distinguished as three models. Second, the three roles in service supply chain consistently place the most emphasis on PaaS. Moreover, suppliers emphasize IaaS and service designers emphasize CaaS. Third, the development trend of cloud service is from PaaS to IaaS. Fourth, the SaaS development trend of cloud service is from the collaborative design by suppliers and service providers to the self design of service providers. Fifth, the cloud services jointly designed by suppliers and service designers become a development trend.