雙連安養中心──服務國際輸出

Service Export of Suang-Lien Elderly Center

面對全球人口高齡化，老人照顧服務的需求越來越大。2012年雙連安養中心發現境外參訪團體明顯成長，加上參訪後許多機構希望雙連提供後續的協助，經濟部工業局所提的服務國際化輔導案讓蔡芳文執行長思索著，從有形的勞力照護轉為無形管理know-how的輸出，似乎是雙連轉型與服務創新的好契機。然而，面對大陸快速的複製能力，服務輸出好嗎？會有市場嗎？用什麼模式來進行比較好？可能面臨哪些風險？自己的核心優勢是什麼？服務國際化要輸出哪些內容？本個案呈現雙連安養中心從有形的勞力照護轉為無形管理know-how輸出的一連串決策思維與作法。

Facing the global aging issues, demand for elderly care is getting stronger than ever. In 2012, Suang-Lien Elderly Center found that the growth in terms of number of group coming to visit is evident, and there were quite many requests from those institutions for providing further assistance after their visit. The CEO, Mr. Fang-Wen Tsai, who recently was informed of a service internationalization counseling plan initiated by the Industrial Development Bureau of Ministry of Economic Affairs, started to ponder whether it might be opportune for Suang-Lien to transform itself through service innovation, from providing tangible labor care to the exportation of intangible management know-how. However, would it be suitable for service exportation considering the fast duplication capability of Mainland China? How about the market potential? Which mode of transformation to pursue is better? What would be the risks involved? What might be Suang-Lien’s core competitive advantage? What are to be exported for service internationalization? This case is to demonstrate its decision-making process and the approaches taken by Suang-Lien transforming from tangible labor care to exporting intangible management know-how.