施工架租賃服務作業流程再造之個案研究──以S公司為例

Process Reengineering of Construction Scaffold Leasing Service : A Case Study of S Company

施工架乃營建工程中不可或缺之工安訴求必要工具，但就整體營造工程而言，卻又是臨時性工具。本研究個案－－S公司，在施工架租賃市場以優質服務，協助營造客戶進行方案規劃設計、結構計算及工程人員現場指導搭架作業等，不僅所生產之施工架產品品質優良，且所提供的服務亦獲客戶肯定與讚許。然而在施工架租賃流程最後一哩－回貨階段，因無法做到即時、現場清點，造成租賃雙方爭議紛擾。為解決回貨過程所引起之爭端，本研究透過以下程序，提出了可供S公司解決施工架回貨問題之方案雛形，達到租賃兩造雙贏的結果：一、透過「特性要因圖（魚骨圖）」為研究工具，進行問題檢視、分析及歸納。二、根據上述所歸納之原因，並應用「服務機會矩陣」，為S公司進行施工架租賃服務之作業流程再造，並規劃對應的新服務項目－－「客製化施工架租賃暨搭拆理回服務」。三、依據所設計之施工架租賃搭拆理回新事業項目，規劃對應之「服務藍圖」與配套的服務行銷3P設計，進行S公司未來新成長之服務行銷策略擬定。透過本研究所提出的方案雛型，希冀能協助S公司在研發及產製施工架相關設施之餘，藉由提供「客製化施工架租賃暨搭拆理回服務」，創造該公司之新服務商機。

From the perspective of construction, scaffolding, also called scaffold or staging, is an indispensable but temporary structure used to support a work crew and materials to safety tool in construction projects. In this study, the case company, S-corporation, provides high-quality services in the scaffold rental market to assist clients in planning, designing, structural calculation, and on-site guidance of scaffolding by their engineering staff. Not only is the scaffolding product quality excellent, but also the service quality is recognized and praised by customers. However, resulting from the absence of an immediate on-site inventory confirm, the returning of scaffold, the last stage of the scaffold leasing process caused many disputes between the two parties. To solve the disputes caused by the returning process and achieve a win-win result in both leasing and manufacturing, we propose to assist the case company in planning some solutions, which include: 1. Use ''Fishbone Diagram'' as a research tool for problem review, analysis and induction. 2. Applying the ''Service Opportunity Matrix'', proposed by Sawhney, Balasubramanian, and Krishnan (2004), to reengineer the operation process of the scaffold leasing service for the case company and plan its new business project: ''Customized Scaffold Leasing, and Services for Erecting, Disassembling, Sorting, and Returning Goods''. 3. According to the new business project of ''Customized Scaffold Leasing, and Services for Erecting, Disassembling, Sorting, and Returning Goods'', we develop a plan in respective of ''Service Blueprints'' and supporting service marketing 3P (Process, Physical Evidence, and People) in order to formulate a service marketing strategy for the case company's future growth. Based on the case company's solid scaffolding technology, we hope the output of this research can make some aids in constructing a safe bastion for Taiwan's construction industry.