限制理論運用於軟體維護合約的價值鏈重建與服務品質改善

Theory of Constraints applied to the Software Maintenance Contracts in Value Chain Reconstruction and Improve Service Value

軟體顧問公司推行維護服務的重要因素是為了追求穩定的營運收益，這不單只是對於軟體顧問公司與企業客戶都是維持彼此營運效益的重要環節，也可以為軟體顧問公司在透過提供維護服務中來獲取相關營業知識與特別的外部效益，但在服務過程中、企業客戶需要軟體顧問公司服務人員協助處理系統問題維持營運穩定並定期由軟體顧問公司顧問師提供營運建議。在這些互相交互積極參與中產生價值共創進而讓彼此獲得獨特的使用體驗。本研究主要以限制理論來分析軟體維護合約服務品質的瓶頸，並利用價值鏈來分析軟體維護合約的服務流程並重建價值鏈。最後以科技導入服務接觸來增加服務有效產出，進而達到軟體維護合約品質的提升。

Software consultant company in order to pursue the implementation of maintenance services is an important factor in stabilizing operating income, which is not only an important part of maintaining their operational efficiency for software consultant companies and enterprise customers eath other, but also for software consultant company through the provision of maintenance services to obtain relevant business knowledge and particular external benefits, but in the service process, enterprise customers need stable software operation services by the software consultant company to assist treatment system problem and provide regular recommendations of the bussiness operations by the operating Software consultant company consultant. Generate the value co-creation and then let each other get to create a unique experience for those actively involved in the interaction with each other. This study uses theory of constraints to analyze the bottleneck of the service quality of software maintenance contract and use value chain analysis software maintenance contract service process and to do value chain reconstruction. Finally, intervention technology services to increase the effective output contacts, and then to improve the service quality of the software maintenance contract.