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題名 設計鏈:豪華車輛行動服務體系與使用者導向創新
Design chain: mobility service organizing for luxury vehicle and User - centric innovation
作者 李志豪
貢獻者 蕭瑞麟
Hsiao, Rylin
李志豪
關鍵詞 雲端維修
豪華車服務體系創新
質性研究
Cloud Services for Vehicle Maintenances
Service Innovations in Luxury Car Maintenances
Qualitative Research
日期 2010
上傳時間 29-Sep-2011 16:56:31 (UTC+8)
摘要 雲端技術在各產業發展迅速,在汽車產業,特別是豪華車廠也進入雲端應用的戰國時代。豪華車輛的功能,因車身區域網路CAN-BUS的廣為應用,車上系統與系統之間能以封包方式的溝通,不僅速度加快、可以儲存紀錄,更可以依人性化需求,給予程式上的軟性調整。豪華車廠的服務體系,在維修車輛的同時,已有別於一般尚未大量使用車身區域網路的車廠。而隨著無線通訊的發達,車上工程程式的存取,也可以經由3G及無線網路來進行,這個動作,成為改變了服務廠體系的關鍵,車輛不需一定要回到服務廠,才能進行相關的維修或診斷動作,也因為這樣雙向溝通的能耐,雲端服務人員可突破區域性限制,對車輛進行服務(如遠端解鎖、搖控發動等)。
     進一步可預期,更多的應用程式可經由無線通訊,被安裝在車上,想像在不久的將來,我們只需記住自己的鑰匙編碼,到任何一部具有車身區域及無線網路的車輛上,就可以馬上使用你的電子信箱,你的Car App store,也可以將你個人化的設定做轉移,如:你習慣的乘坐的位置、習慣收聽的電台,甚至是你的駕駛模式等,這些都可以透過隨機存取功能的應用程式來實現。
     本論文透過行動研究員的身份,採用質性研究方法,經過長時間的田野調查,從汽車雲端技術的組織、雲端技術在服務廠的維修應用、相關人員的工作形態與技能、使用者的行為模式等,做一全面性的資料搜集與整合,並逐一追溯每一細節,分析服務體系創新的元素為何,並透過進一步推論,找出對於其他豪華車廠、其他產業公司之間的啟示,並由此發現,經由雲端維修的應用,可以預見從汽車產業打開的新事業服務平台。
The fast development of cloud computing has enabled applications in different industries. For the automotive industry, the competitions for cloud computing is particularly intensive in the luxury car sector. This is due to that CAN-BUS local area network specifically designed for in-car communication is widely implemented and utilized for data recording, transmission and management. A lot of services provided by the car manufacturers and dealers can be integrated with this system for more user friendly approaches. For example through the connectives of 3G and wireless network, related maintenances and diagnoses can be carried out over a distance, therefore the cloud network service providers do not need to be on-site for supports. This breakthrough also diminishes the location barrier, and improves the service efficiencies (e.g. remote unlock service and remote engine start service).
     A peek into the future, there will be more applications enabled by the wireless connectives between the vehicles and the cloud networks. Imagine that by simply remember a set of P-I-N number, the user will be able to access personal email accounts, on-line Car App store accounts, frequently used GPS maps, and preferred driver setting such as seat positions, favor radio channels and engine driving models in the near future. All these are independent of which car the user is actually driving.
     This thesis is developed through qualitative researches over a long period of field studies from a leading luxury car manufacturer in the industry. It has in-depth discussions on the organization infrastructures, technologies and service flows required to enable cloud computing services related to the after-sale supports and maintenances in the automotive industry. The skills and on-job awareness particular to the front-line staffs and back-end supportive staffs are highlighted, and will be analyzed with different users’ use scenarios. Over these step-by-step examinations, the key elements for service innovation will be identified. To take one step further, these findings will also be related for their implications to other luxury car manufacturers and industries. This is to justify that through the applications of cloud services in the vehicle maintenances, it opens the way for service innovation in service network platform.
摘要-------------------------------------------------I
     Abstract--------------------------------------------II
     誌謝 ------------------------------------------------IV
     目錄-------------------------------------------------V
     表目錄-----------------------------------------------VII
     圖目錄-----------------------------------------------VIII
     第壹章、 緒論-----------------------------------------1
     第一節、 為何服務創新是必要的? (Why Service innovation is vital) ---------------------------------------------1
     第二節、 為何雲端技術的服務如此特殊?(Why cloud service is special)----------------------------------------------2
     第貳章、 文獻探討 --------------------------------------5
     第一節、 經驗淬鍊與服務創生 (Reflection- in- action)-----5
     第二節、 服務創新的四個構面(Service Innovation)----------7
     第三節、 實務面的服務創新(Service Innovation)------------10
     第四節、 看不見的服務─雲端技術在汽車產業 (The invisible service in Mobility industry)---------------------------------21
     第參章、 研究方法---------------------------------------26
     第一節、 個案選擇考量------------------------------------26
     第二節、 資料蒐集方式------------------------------------29
     第三節、 資料分析---------------------------------------31
     第肆章、 個案描述---------------------------------------32
     第一節、 BMW公司歷史------------------------------------32
     第二節、 創新的全球化佈局--------------------------------38
     第三節、 創新活動的型態(研究、發展、科技、市場)-----------39
     第四節、 創新全球化的研發結構與組織-----------------------42
     第五節、 BMW產品創新特色--------------------------------43
     第六節、 讓使用者貼近雲端技術的ConnectedDrive 功能--------49
     第伍章、 分析與發現-------------------------------------54
     第一節、 五個雲端技術應用個案----------------------------54
     第二節、 三個研究發現 (3 Lesson Learn)------------------64
     第陸章、 啟示Implication-------------------------------66
     第一節、 以實務面來看表相的運作--------------------------66
     第二節、 在雲端維修的服務創新原理之後---------------------71
     第三節、 對Yahoo,Google的啟示為何?--------------------76
     第柒章、 結論------------------------------------------78
     第一節、 汽車的行動通訊力(Mobility) 的未來的發展----------78
     參考文獻 ---------------------------------------------80
     附錄一、BMW車型代碼─(1967~2010)------------------------82
參考文獻 一、英文部份
Dougherty, D. 2004. Organizing practices in services: capturing practice-based knowledge for innovation. Strategic Organization, 2(1): 35-64.
Harkness, W. L., Kettiger, W. J., & Segars, A. H. 1996. Sustaining Pocess Improvement and Innovation in the Information Services Function: Lessons Learned at the Bose Corporation. MIS Quarterly, 20(3): 349-369.
Lowendahl, B. 2000. Strategic Management of Professional Service Firms. Copenhagen: Copenhagen Business Press.
Pim Den Hertog. 2000. Knowledge- intensive Business Services as Co-producers of Innovation. International Journal of Innovation Management, 4(4): 491-528.
Tim Brown. 2008. Design Thinking. Harvard Business Review, 86(6): 00178012.
二、中文部份
中華民國全國商業總會,2007,服務業創新個案分析,經濟部商業司。
吳莉君譯,提姆‧布朗(Tim Brown)著, 2010,設計思考改造世界,台北:聯經出版。
殷其欣譯,David Kiley著,2005,BMW傳奇─純粹創造魅力,台北:臉譜出版。
黃國峯,2008,邁向製造服務業:裕隆汽車,國立政治大學企管學系個案集。
蕭瑞麟,2006,不用數字的研究,台北:培生出版。
三、網站資源
和泰汽車官方網站,http://pressroom.hotaimotor.com.tw
BMW官方網站, http://www.bmw.com
描述 碩士
國立政治大學
商管專業學院碩士學位學程(AMBA)
96380068
99
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0096380068
資料類型 thesis
dc.contributor.advisor 蕭瑞麟zh_TW
dc.contributor.advisor Hsiao, Rylinen_US
dc.contributor.author (Authors) 李志豪zh_TW
dc.creator (作者) 李志豪zh_TW
dc.date (日期) 2010en_US
dc.date.accessioned 29-Sep-2011 16:56:31 (UTC+8)-
dc.date.available 29-Sep-2011 16:56:31 (UTC+8)-
dc.date.issued (上傳時間) 29-Sep-2011 16:56:31 (UTC+8)-
dc.identifier (Other Identifiers) G0096380068en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/50941-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 商管專業學院碩士學位學程(AMBA)zh_TW
dc.description (描述) 96380068zh_TW
dc.description (描述) 99zh_TW
dc.description.abstract (摘要) 雲端技術在各產業發展迅速,在汽車產業,特別是豪華車廠也進入雲端應用的戰國時代。豪華車輛的功能,因車身區域網路CAN-BUS的廣為應用,車上系統與系統之間能以封包方式的溝通,不僅速度加快、可以儲存紀錄,更可以依人性化需求,給予程式上的軟性調整。豪華車廠的服務體系,在維修車輛的同時,已有別於一般尚未大量使用車身區域網路的車廠。而隨著無線通訊的發達,車上工程程式的存取,也可以經由3G及無線網路來進行,這個動作,成為改變了服務廠體系的關鍵,車輛不需一定要回到服務廠,才能進行相關的維修或診斷動作,也因為這樣雙向溝通的能耐,雲端服務人員可突破區域性限制,對車輛進行服務(如遠端解鎖、搖控發動等)。
     進一步可預期,更多的應用程式可經由無線通訊,被安裝在車上,想像在不久的將來,我們只需記住自己的鑰匙編碼,到任何一部具有車身區域及無線網路的車輛上,就可以馬上使用你的電子信箱,你的Car App store,也可以將你個人化的設定做轉移,如:你習慣的乘坐的位置、習慣收聽的電台,甚至是你的駕駛模式等,這些都可以透過隨機存取功能的應用程式來實現。
     本論文透過行動研究員的身份,採用質性研究方法,經過長時間的田野調查,從汽車雲端技術的組織、雲端技術在服務廠的維修應用、相關人員的工作形態與技能、使用者的行為模式等,做一全面性的資料搜集與整合,並逐一追溯每一細節,分析服務體系創新的元素為何,並透過進一步推論,找出對於其他豪華車廠、其他產業公司之間的啟示,並由此發現,經由雲端維修的應用,可以預見從汽車產業打開的新事業服務平台。
zh_TW
dc.description.abstract (摘要) The fast development of cloud computing has enabled applications in different industries. For the automotive industry, the competitions for cloud computing is particularly intensive in the luxury car sector. This is due to that CAN-BUS local area network specifically designed for in-car communication is widely implemented and utilized for data recording, transmission and management. A lot of services provided by the car manufacturers and dealers can be integrated with this system for more user friendly approaches. For example through the connectives of 3G and wireless network, related maintenances and diagnoses can be carried out over a distance, therefore the cloud network service providers do not need to be on-site for supports. This breakthrough also diminishes the location barrier, and improves the service efficiencies (e.g. remote unlock service and remote engine start service).
     A peek into the future, there will be more applications enabled by the wireless connectives between the vehicles and the cloud networks. Imagine that by simply remember a set of P-I-N number, the user will be able to access personal email accounts, on-line Car App store accounts, frequently used GPS maps, and preferred driver setting such as seat positions, favor radio channels and engine driving models in the near future. All these are independent of which car the user is actually driving.
     This thesis is developed through qualitative researches over a long period of field studies from a leading luxury car manufacturer in the industry. It has in-depth discussions on the organization infrastructures, technologies and service flows required to enable cloud computing services related to the after-sale supports and maintenances in the automotive industry. The skills and on-job awareness particular to the front-line staffs and back-end supportive staffs are highlighted, and will be analyzed with different users’ use scenarios. Over these step-by-step examinations, the key elements for service innovation will be identified. To take one step further, these findings will also be related for their implications to other luxury car manufacturers and industries. This is to justify that through the applications of cloud services in the vehicle maintenances, it opens the way for service innovation in service network platform.
en_US
dc.description.abstract (摘要) 摘要-------------------------------------------------I
     Abstract--------------------------------------------II
     誌謝 ------------------------------------------------IV
     目錄-------------------------------------------------V
     表目錄-----------------------------------------------VII
     圖目錄-----------------------------------------------VIII
     第壹章、 緒論-----------------------------------------1
     第一節、 為何服務創新是必要的? (Why Service innovation is vital) ---------------------------------------------1
     第二節、 為何雲端技術的服務如此特殊?(Why cloud service is special)----------------------------------------------2
     第貳章、 文獻探討 --------------------------------------5
     第一節、 經驗淬鍊與服務創生 (Reflection- in- action)-----5
     第二節、 服務創新的四個構面(Service Innovation)----------7
     第三節、 實務面的服務創新(Service Innovation)------------10
     第四節、 看不見的服務─雲端技術在汽車產業 (The invisible service in Mobility industry)---------------------------------21
     第參章、 研究方法---------------------------------------26
     第一節、 個案選擇考量------------------------------------26
     第二節、 資料蒐集方式------------------------------------29
     第三節、 資料分析---------------------------------------31
     第肆章、 個案描述---------------------------------------32
     第一節、 BMW公司歷史------------------------------------32
     第二節、 創新的全球化佈局--------------------------------38
     第三節、 創新活動的型態(研究、發展、科技、市場)-----------39
     第四節、 創新全球化的研發結構與組織-----------------------42
     第五節、 BMW產品創新特色--------------------------------43
     第六節、 讓使用者貼近雲端技術的ConnectedDrive 功能--------49
     第伍章、 分析與發現-------------------------------------54
     第一節、 五個雲端技術應用個案----------------------------54
     第二節、 三個研究發現 (3 Lesson Learn)------------------64
     第陸章、 啟示Implication-------------------------------66
     第一節、 以實務面來看表相的運作--------------------------66
     第二節、 在雲端維修的服務創新原理之後---------------------71
     第三節、 對Yahoo,Google的啟示為何?--------------------76
     第柒章、 結論------------------------------------------78
     第一節、 汽車的行動通訊力(Mobility) 的未來的發展----------78
     參考文獻 ---------------------------------------------80
     附錄一、BMW車型代碼─(1967~2010)------------------------82
-
dc.description.tableofcontents 摘要-------------------------------------------------I
     Abstract--------------------------------------------II
     誌謝 ------------------------------------------------IV
     目錄-------------------------------------------------V
     表目錄-----------------------------------------------VII
     圖目錄-----------------------------------------------VIII
     第壹章、 緒論-----------------------------------------1
     第一節、 為何服務創新是必要的? (Why Service innovation is vital) ---------------------------------------------1
     第二節、 為何雲端技術的服務如此特殊?(Why cloud service is special)----------------------------------------------2
     第貳章、 文獻探討 --------------------------------------5
     第一節、 經驗淬鍊與服務創生 (Reflection- in- action)-----5
     第二節、 服務創新的四個構面(Service Innovation)----------7
     第三節、 實務面的服務創新(Service Innovation)------------10
     第四節、 看不見的服務─雲端技術在汽車產業 (The invisible service in Mobility industry)---------------------------------21
     第參章、 研究方法---------------------------------------26
     第一節、 個案選擇考量------------------------------------26
     第二節、 資料蒐集方式------------------------------------29
     第三節、 資料分析---------------------------------------31
     第肆章、 個案描述---------------------------------------32
     第一節、 BMW公司歷史------------------------------------32
     第二節、 創新的全球化佈局--------------------------------38
     第三節、 創新活動的型態(研究、發展、科技、市場)-----------39
     第四節、 創新全球化的研發結構與組織-----------------------42
     第五節、 BMW產品創新特色--------------------------------43
     第六節、 讓使用者貼近雲端技術的ConnectedDrive 功能--------49
     第伍章、 分析與發現-------------------------------------54
     第一節、 五個雲端技術應用個案----------------------------54
     第二節、 三個研究發現 (3 Lesson Learn)------------------64
     第陸章、 啟示Implication-------------------------------66
     第一節、 以實務面來看表相的運作--------------------------66
     第二節、 在雲端維修的服務創新原理之後---------------------71
     第三節、 對Yahoo,Google的啟示為何?--------------------76
     第柒章、 結論------------------------------------------78
     第一節、 汽車的行動通訊力(Mobility) 的未來的發展----------78
     參考文獻 ---------------------------------------------80
     附錄一、BMW車型代碼─(1967~2010)------------------------82
zh_TW
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0096380068en_US
dc.subject (關鍵詞) 雲端維修zh_TW
dc.subject (關鍵詞) 豪華車服務體系創新zh_TW
dc.subject (關鍵詞) 質性研究zh_TW
dc.subject (關鍵詞) Cloud Services for Vehicle Maintenancesen_US
dc.subject (關鍵詞) Service Innovations in Luxury Car Maintenancesen_US
dc.subject (關鍵詞) Qualitative Researchen_US
dc.title (題名) 設計鏈:豪華車輛行動服務體系與使用者導向創新zh_TW
dc.title (題名) Design chain: mobility service organizing for luxury vehicle and User - centric innovationen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 一、英文部份zh_TW
dc.relation.reference (參考文獻) Dougherty, D. 2004. Organizing practices in services: capturing practice-based knowledge for innovation. Strategic Organization, 2(1): 35-64.zh_TW
dc.relation.reference (參考文獻) Harkness, W. L., Kettiger, W. J., & Segars, A. H. 1996. Sustaining Pocess Improvement and Innovation in the Information Services Function: Lessons Learned at the Bose Corporation. MIS Quarterly, 20(3): 349-369.zh_TW
dc.relation.reference (參考文獻) Lowendahl, B. 2000. Strategic Management of Professional Service Firms. Copenhagen: Copenhagen Business Press.zh_TW
dc.relation.reference (參考文獻) Pim Den Hertog. 2000. Knowledge- intensive Business Services as Co-producers of Innovation. International Journal of Innovation Management, 4(4): 491-528.zh_TW
dc.relation.reference (參考文獻) Tim Brown. 2008. Design Thinking. Harvard Business Review, 86(6): 00178012.zh_TW
dc.relation.reference (參考文獻) 二、中文部份zh_TW
dc.relation.reference (參考文獻) 中華民國全國商業總會,2007,服務業創新個案分析,經濟部商業司。zh_TW
dc.relation.reference (參考文獻) 吳莉君譯,提姆‧布朗(Tim Brown)著, 2010,設計思考改造世界,台北:聯經出版。zh_TW
dc.relation.reference (參考文獻) 殷其欣譯,David Kiley著,2005,BMW傳奇─純粹創造魅力,台北:臉譜出版。zh_TW
dc.relation.reference (參考文獻) 黃國峯,2008,邁向製造服務業:裕隆汽車,國立政治大學企管學系個案集。zh_TW
dc.relation.reference (參考文獻) 蕭瑞麟,2006,不用數字的研究,台北:培生出版。zh_TW
dc.relation.reference (參考文獻) 三、網站資源zh_TW
dc.relation.reference (參考文獻) 和泰汽車官方網站,http://pressroom.hotaimotor.com.twzh_TW
dc.relation.reference (參考文獻) BMW官方網站, http://www.bmw.comzh_TW