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題名	科技化服務議題探討 - 以利豐個案為例 Issues of IT-enabled Service (ITeS) – a case study of Li & Fung online venture
作者	黃致祥 Huang, Chih Hsiang
貢獻者	蔡瑞煌<br>季延平黃致祥 Huang, Chih Hsiang
關鍵詞	科技化服務資訊科技策略個案研究 IT-enabled Service (ITeS) IT strategies Case study
日期	2010
上傳時間	4-Sep-2013 16:38:25 (UTC+8)
摘要	根據國際貨幣基金會（International Monetary Fund, IMF）之資料顯示，服務業對一個國家在經濟發展上的貢獻比，已扮演愈來愈吃重的角色。為了因應此發展趨勢，從2006年起，政府部門便計畫能運用臺灣在「ICT科技平台」上的既有優勢，推動特定產業的科技化服務，以帶動服務產業及資訊科技產業升級。科技化服務（IT-enabled Service, ITeS）一詞泛指善用資通訊尖端科技，提供客戶創新應用或服務，以滿足客戶需求，創造更大效益之模式。全球科技化服務業的運作，可概分為2種模式，分別為透過IT科技傳遞由人提供的服務（Services via IT, SvIT），以及科技本身就是一種服務（IT as a Services, ITaaS）。本研究採用個案研究法，探討企業推動科技化服務的執行過程以及可能面臨的問題。以利豐集團於2000年投資電子商務的個案為例，應用所建議的科技化服務發展模型去分析個案公司從規劃、建置到營運等階段中所投入的資源及所配置的資產，並歸納出導入過程中的管理性議題，以及所衍生的資訊科技與企業競爭策略、科技化的機會與風險等相關議題。希望透過本研究結果，提供管理部門、服務產業以及資訊科技產業業者在推動以及導入科技化服務之參考。 In recent years, International Monetary Fund (IMF) statistics show that the service sector’s importance in economic growth is more and more apparent. To cope with the trend, Taiwan government has been planning to elaborate Taiwan’s advantage in Information & Communication Technology (ICT) industry to promote ITeS since 2006, with the promotion and ITeS developing, the stakeholders are looking forward to create long-term revenue and expand this new information service market. IT-enabled Services (ITeS) can be defined as the combination of knowledge regarding certain specific areas and information technologies (IT), or the generation of new application ideas based on IT itself, to create innovative technology-based services, new business model and value added. There are two main groups of ITeS as follows: (1) Mode I: business process services delivered via IT, for example on-line banking, remote healthcare, and so on; and (2) Mode II: technology itself as a service, for example Software as a Service (SaaS). This research adopts case study as research method to discuss ITeS implementation and the potential challenges behind the scenes. By taking Li & Fung’s beta launch of the new business-to-business (B2B) e-commerce portal in August 2000 event as the single case, the study based on the proposed ITeS implementation process framework to review the case, the analysis result shows the IT assets, managerial assets and market assets through the proposal, the planning, the development and the operation phases, and generalizes the managerial issues about ITeS implementation, and the related IT and strategy, IT-enabled opportunities and risks topics. From the research findings, this research aims to provide a reference about the implementation and promotion of ITeS to those enterprises that are service firms or have interest in ITeS, as well as the ICT industry and the authority.
參考文獻	1. Applegate, L. M., Austin, R. D. & McFarlan, F. W. (2007). Corporate Information Strategy and Management: Text and cases (7th Ed.). New York: McGraw-Hill. 2. Chen, A. H., Chang, H. L., Tsaih, R. H. & Chou, S. K. (2010, July). Challenges of IT-enabled Service – A Case Study of ITV Service. Proceedings of INFORMS Service Science Conference, Taipei, Taiwan. 3. Department of Industrial Technology. (2006). White Paper on Taiwan Industrial Technology, 2006 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 4. Department of Industrial Technology. (2007). White Paper on Taiwan Industrial Technology, 2007 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 5. Department of Industrial Technology. (2008). White Paper on Taiwan Industrial Technology, 2008 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 6. Department of Industrial Technology. (2009). White Paper on Taiwan Industrial Technology, 2009 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 7. Fabrics Manufacturers. (2011). Fabric Manufacturing process. Retrieved April 29, 2011, from the World Web Site: http://www.fabrics-manufacturers.com/manufacturing-process.html 8. Fitzsimmons, J. A. & Fitzsimmons, M. J. (2006). Service Management: Operations, Strategy, and Information Technology (5th Ed.). New York: McGraw-Hill. 9. Gronroos, C. (1990). Service Management and Marketing: A Customer Relationship Management Approach. Lexington, Mass: Lexington Books. 10. Hill, T. P. (1977). On goods and services. The Review of Income and Wealth, 23(4), 314-339. 11. IBM Research. (2004). Services science: A new academic discipline. Report, http://domino.research.ibm.com/comm/www_fs.nsf/images/fsr/$FILE/summit_report.pdf. 12. LI & FUNG LIMITED. (2002). Li & Fung Limited Annual Report 2001. HK: LI & FUNG LIMITED. 13. LI & FUNG GROUP. (2011). Our Heritage. Retrieved January 7, 2011, from the World Web Site: http://www.lifunggroup.com/eng/about/heritage.php 14. LI & FUNG GROUP. (2011). Supply Chain Management. Retrieved January 22, 2011, from the World Web Site: http://www.lifunggroup.com/eng/knowledge/research.php?report=supply 15. McFarlan, F. W., Kirby, W. C. & Manty, T. Y. (2007). Li & Fung 2006. Harvard Business School Case, 9-307-077 16. McFarlan, F. W. & Li, I. T. (2005). Li & Fung (B): Internet Issues. Harvard Business School Case, 9-302-075. 17. McFarlan, F. W. & Young, F. (2005). Li & Fung (A): Internet Issues. Harvard Business School Case, 9-301-009 18. Quinn, J. B., Baruch, J. J. & Paquette, P. C. (1987) Technology in services. Scientific American, 257(6), 50-58. 19. Rai, A. & Sambamurthy, V. (2006). Editorial Notes - The Growth of Interest in Services Management: Opportunities for Information Systems Scholars. Information Systems Research, 17(4), 327-331. 20. Sampson, S. E. & Froehle, C. M. (2006). Foundations and Implications of a Proposed Uniﬁed Services Theory. Production and Operations Management, 15(2), 329-343 21. Sasser, E., Olsen, R. P. & Wyckoff, D. D. (1978). Management of service operations. Boston: Allyn and Bacon. 22. Shekar, A. (2007). An Innovative Model of Service Development: A process guide for service managers. The Innovation Journal: The Public Sector Innovation Journal, 12(1), article 4. 23. The Textile Blog. (2011). Process Flow-Chart of Garments Manufacturing. Retrieved April 29, 2011, from the World Web Site: http://articles.textileclass.com/process-flow-chart-of-garments-manufacturing/ 24. Vargo, S. L. & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17. 25. Yang, H. L. & Hsiao, S. L. (2009). Mechanisms of developing innovative IT-enabled services: A case study of Taiwanese healthcare service. Technovation, 29, 327–337. 26. Yin, R. K. (2009). Case study research: Design and methods (4th Ed,). CA: Sage.
描述	碩士國立政治大學管理碩士學程(AMBA) 97380008 99
資料來源	http://thesis.lib.nccu.edu.tw/record/#G0097380008
資料類型	thesis

dc.contributor.advisor	蔡瑞煌<br>季延平	zh_TW
dc.contributor.author (Authors)	黃致祥	zh_TW
dc.contributor.author (Authors)	Huang, Chih Hsiang	en_US
dc.creator (作者)	黃致祥	zh_TW
dc.creator (作者)	Huang, Chih Hsiang	en_US
dc.date (日期)	2010	en_US
dc.date.accessioned	4-Sep-2013 16:38:25 (UTC+8)	-
dc.date.available	4-Sep-2013 16:38:25 (UTC+8)	-
dc.date.issued (上傳時間)	4-Sep-2013 16:38:25 (UTC+8)	-
dc.identifier (Other Identifiers)	G0097380008	en_US
dc.identifier.uri (URI)	http://nccur.lib.nccu.edu.tw/handle/140.119/60169	-
dc.description (描述)	碩士	zh_TW
dc.description (描述)	國立政治大學	zh_TW
dc.description (描述)	管理碩士學程(AMBA)	zh_TW
dc.description (描述)	97380008	zh_TW
dc.description (描述)	99	zh_TW
dc.description.abstract (摘要)	根據國際貨幣基金會（International Monetary Fund, IMF）之資料顯示，服務業對一個國家在經濟發展上的貢獻比，已扮演愈來愈吃重的角色。為了因應此發展趨勢，從2006年起，政府部門便計畫能運用臺灣在「ICT科技平台」上的既有優勢，推動特定產業的科技化服務，以帶動服務產業及資訊科技產業升級。科技化服務（IT-enabled Service, ITeS）一詞泛指善用資通訊尖端科技，提供客戶創新應用或服務，以滿足客戶需求，創造更大效益之模式。全球科技化服務業的運作，可概分為2種模式，分別為透過IT科技傳遞由人提供的服務（Services via IT, SvIT），以及科技本身就是一種服務（IT as a Services, ITaaS）。本研究採用個案研究法，探討企業推動科技化服務的執行過程以及可能面臨的問題。以利豐集團於2000年投資電子商務的個案為例，應用所建議的科技化服務發展模型去分析個案公司從規劃、建置到營運等階段中所投入的資源及所配置的資產，並歸納出導入過程中的管理性議題，以及所衍生的資訊科技與企業競爭策略、科技化的機會與風險等相關議題。希望透過本研究結果，提供管理部門、服務產業以及資訊科技產業業者在推動以及導入科技化服務之參考。	zh_TW
dc.description.abstract (摘要)	In recent years, International Monetary Fund (IMF) statistics show that the service sector’s importance in economic growth is more and more apparent. To cope with the trend, Taiwan government has been planning to elaborate Taiwan’s advantage in Information & Communication Technology (ICT) industry to promote ITeS since 2006, with the promotion and ITeS developing, the stakeholders are looking forward to create long-term revenue and expand this new information service market. IT-enabled Services (ITeS) can be defined as the combination of knowledge regarding certain specific areas and information technologies (IT), or the generation of new application ideas based on IT itself, to create innovative technology-based services, new business model and value added. There are two main groups of ITeS as follows: (1) Mode I: business process services delivered via IT, for example on-line banking, remote healthcare, and so on; and (2) Mode II: technology itself as a service, for example Software as a Service (SaaS). This research adopts case study as research method to discuss ITeS implementation and the potential challenges behind the scenes. By taking Li & Fung’s beta launch of the new business-to-business (B2B) e-commerce portal in August 2000 event as the single case, the study based on the proposed ITeS implementation process framework to review the case, the analysis result shows the IT assets, managerial assets and market assets through the proposal, the planning, the development and the operation phases, and generalizes the managerial issues about ITeS implementation, and the related IT and strategy, IT-enabled opportunities and risks topics. From the research findings, this research aims to provide a reference about the implementation and promotion of ITeS to those enterprises that are service firms or have interest in ITeS, as well as the ICT industry and the authority.	en_US
dc.description.tableofcontents	ABSTRACT I CONTENTS III TABLES IV FIGURES V CHAPTER 1 INTRODUCTION 1 1. BACKGROUND AND MOTIVE 1 2. RESEARCH OBJECTIVE 2 3. STRUCTURE 4 CHAPTER 2 DEFINITION AND LITERATURE REVIEW 5 1. SERVICE DEFINITION AND LITERATURE REVIEW 5 2. IT-ENABLED SERVICE (ITES) DEFINITION AND LITERATURE REVIEW 8 3. NEW SERVICE DEVELOPMENT AND ITES DEVELOPMENT LITERATURE 11 4. THE PROPOSED ITES IMPLEMENTATION PROCESS FRAMEWORK 16 5. IT AND STRATEGY 19 CHAPTER 3 RESEARCH METHOD 21 1. LIBRARY CASE STUDY 21 2. CASE STUDY DESIGN 21 3. DATA COLLECTION AND ANALYSIS 23 CHAPTER 4 CASE DESCRIPTION AND ANALYSIS 24 1. CASE COMPANY 24 2. CASE ANALYSIS 28 3. CASE CONCLUSION 50 CHAPTER 5 RESEARCH FINDINGS 65 1. ITES IMPLEMENTATION PROCESS FRAMEWORK 65 2. MANAGERIAL IMPLICATIONS 68 CHAPTER 6 CONCLUSIONS AND SUGGESTIONS 72 REFERENCES 74	zh_TW
dc.format.extent	1064921 bytes	-
dc.format.mimetype	application/pdf	-
dc.language.iso	en_US	-
dc.source.uri (資料來源)	http://thesis.lib.nccu.edu.tw/record/#G0097380008	en_US
dc.subject (關鍵詞)	科技化服務	zh_TW
dc.subject (關鍵詞)	資訊科技策略	zh_TW
dc.subject (關鍵詞)	個案研究	zh_TW
dc.subject (關鍵詞)	IT-enabled Service (ITeS)	en_US
dc.subject (關鍵詞)	IT strategies	en_US
dc.subject (關鍵詞)	Case study	en_US
dc.title (題名)	科技化服務議題探討 - 以利豐個案為例	zh_TW
dc.title (題名)	Issues of IT-enabled Service (ITeS) – a case study of Li & Fung online venture	en_US
dc.type (資料類型)	thesis	en
dc.relation.reference (參考文獻)	1. Applegate, L. M., Austin, R. D. & McFarlan, F. W. (2007). Corporate Information Strategy and Management: Text and cases (7th Ed.). New York: McGraw-Hill. 2. Chen, A. H., Chang, H. L., Tsaih, R. H. & Chou, S. K. (2010, July). Challenges of IT-enabled Service – A Case Study of ITV Service. Proceedings of INFORMS Service Science Conference, Taipei, Taiwan. 3. Department of Industrial Technology. (2006). White Paper on Taiwan Industrial Technology, 2006 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 4. Department of Industrial Technology. (2007). White Paper on Taiwan Industrial Technology, 2007 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 5. Department of Industrial Technology. (2008). White Paper on Taiwan Industrial Technology, 2008 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 6. Department of Industrial Technology. (2009). White Paper on Taiwan Industrial Technology, 2009 (The Condensed of the Chinese Edition). Taiwan: Ministry of Economic Affairs. 7. Fabrics Manufacturers. (2011). Fabric Manufacturing process. Retrieved April 29, 2011, from the World Web Site: http://www.fabrics-manufacturers.com/manufacturing-process.html 8. Fitzsimmons, J. A. & Fitzsimmons, M. J. (2006). Service Management: Operations, Strategy, and Information Technology (5th Ed.). New York: McGraw-Hill. 9. Gronroos, C. (1990). Service Management and Marketing: A Customer Relationship Management Approach. Lexington, Mass: Lexington Books. 10. Hill, T. P. (1977). On goods and services. The Review of Income and Wealth, 23(4), 314-339. 11. IBM Research. (2004). Services science: A new academic discipline. Report, http://domino.research.ibm.com/comm/www_fs.nsf/images/fsr/$FILE/summit_report.pdf. 12. LI & FUNG LIMITED. (2002). Li & Fung Limited Annual Report 2001. HK: LI & FUNG LIMITED. 13. LI & FUNG GROUP. (2011). Our Heritage. Retrieved January 7, 2011, from the World Web Site: http://www.lifunggroup.com/eng/about/heritage.php 14. LI & FUNG GROUP. (2011). Supply Chain Management. Retrieved January 22, 2011, from the World Web Site: http://www.lifunggroup.com/eng/knowledge/research.php?report=supply 15. McFarlan, F. W., Kirby, W. C. & Manty, T. Y. (2007). Li & Fung 2006. Harvard Business School Case, 9-307-077 16. McFarlan, F. W. & Li, I. T. (2005). Li & Fung (B): Internet Issues. Harvard Business School Case, 9-302-075. 17. McFarlan, F. W. & Young, F. (2005). Li & Fung (A): Internet Issues. Harvard Business School Case, 9-301-009 18. Quinn, J. B., Baruch, J. J. & Paquette, P. C. (1987) Technology in services. Scientific American, 257(6), 50-58. 19. Rai, A. & Sambamurthy, V. (2006). Editorial Notes - The Growth of Interest in Services Management: Opportunities for Information Systems Scholars. Information Systems Research, 17(4), 327-331. 20. Sampson, S. E. & Froehle, C. M. (2006). Foundations and Implications of a Proposed Uniﬁed Services Theory. Production and Operations Management, 15(2), 329-343 21. Sasser, E., Olsen, R. P. & Wyckoff, D. D. (1978). Management of service operations. Boston: Allyn and Bacon. 22. Shekar, A. (2007). An Innovative Model of Service Development: A process guide for service managers. The Innovation Journal: The Public Sector Innovation Journal, 12(1), article 4. 23. The Textile Blog. (2011). Process Flow-Chart of Garments Manufacturing. Retrieved April 29, 2011, from the World Web Site: http://articles.textileclass.com/process-flow-chart-of-garments-manufacturing/ 24. Vargo, S. L. & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17. 25. Yang, H. L. & Hsiao, S. L. (2009). Mechanisms of developing innovative IT-enabled services: A case study of Taiwanese healthcare service. Technovation, 29, 327–337. 26. Yin, R. K. (2009). Case study research: Design and methods (4th Ed,). CA: Sage.	zh_TW

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