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題名 製造業服務化之轉型經營
The Transformation Management of Manufacturing Servitization
作者 葉建群
Yeh, Chien Chiun
貢獻者 管康彥
Wellington K. Kuan
葉建群
Yeh, Chien Chiun
關鍵詞 製造業
服務化
Manufacturing
Servitization
日期 2014
上傳時間 3-Feb-2015 10:15:27 (UTC+8)
摘要 本研究探討具有製造優勢的製造商，如何進行製造業服務化，並以產品導向的製造業服務化策略，以及服務導向的製造業服務化策略為軸心，各選一個代表個案公司，針對其企業發展過程中所面臨的環境壓力及產業特色等外部因素，以及組織規劃及策略等內部因素探討企業選擇轉型之路徑決策及內部組織相關策略如何因應及調整。
服務導向的製造業服務化策略個案以石川島播磨重工-IHI Corporation為例，因該企業具備了久遠的歷史，且其產業特性適合技術及研發成果向下個世代轉移，得以穩定且持續的累積多項核心技術及產品，穩定的向上、下游整合，並橫向結合各項核心技術及產品的服務，並以單一窗口重組企業內部的產品及服務組合，提供完整的解決方案，因此適合，且有足夠能力採行服務導向服務化策略，以滿足不同客戶群的需求。
產品導向的製造業服務化策略個案以哉英電子-THine Electronics為例，因半導體產業的核心技術及產品淘汰速度快速，世代之間的延續性不明顯，使得該公司必須專注在核心產品的開發及行銷上，但藉由開放技術的方式，使產業內更多廠商願意投入，產生該技術生態系統，並結盟產業之外的夥伴，衍生產品相關服務的多樣性，以符合不同客戶群的需求。
經由研究發現，製造業服務化的過程有其順序性。應先累積自身的製造技術，並開始以產品為核心，推出與產品周邊相關的服務以滿足客戶更多的需求，此時為產品導向服務化的製造業。其後利用有機式的發展或是結盟、併購等方式形成多產品核心，此時便可停留在多角化的產品導向服務化公司，抑或是橫向重組企業內部的產品線及服務，轉型成為服務導向服務化的製造業。
參考文獻 Alan V. Deardorff, 2006. Terms Of Trade: Glossary of International Economics, World Scientific. Online version: Deardorffs` Glossary of International Economics, "good" and "service".
Alavi, M. and Carlson, P.(1992), "A Review of MIS Research and Disciplinary Development", Journal of Management Information System, Spring, Vol. 8, No.4, pp.45-62.
Alfred Marshall, 1891. Principles of Economics, 2nd ed., Macmillan.
Baines,T.S., Lightfoot, H.W., Evans, S., Neely, A., Greenough, R., Peppard, J., Roy, R., Shehab, E., Braganza, A., Tiwari, A., Alcock, J.R., Angus, J.P., Bastl, M., Cousens, A., Irving, P., Johnson, M., Kingston, J., Lockett, H., Martinez, V., Michele, P., Tranfield, D., Walton, I.M. and Wilson, H. (2007) State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture 221(10), 1543-1552
Baines, T., Lightfoot, H., Evans, S., Neely, A., Greenough, R., Peppard, J., … Michele, P. (2007). State-of-the-art in product-service systems. In Proceedings of the Institution of Mechanical Engineers – Part B, Journal of Engineering Manufacture, 221(10), 1543–1552.
Baines, T., Lightfoot, H., Benedettini, O., & Kay, J. M. (2009a). The servitization of manufacturing: A review of literature and reflection on future challenges. Journal of Manufacturing Technology Management, 20(5), 547–567.
Baines, T., Lightfoot, H., Peppard, J., Johnson, M., Tiwari, A., Shehab, E., & Swink, M. (2009b). Towards an operations strategy for product-centric servitization. International Journal of Operations and Production Management, 29(5), 494–519.
Bowen, D., C. Siehl, et al. (1989). "A framework for analysing customer service orientations in manufacturing." Academy of Management Review 14: 75-95
Brax, S. A. (2005). A manufacturer becoming service provider—challenges and a paradox. Managing Service Quality, 15(2), 142–155.
Bryman, A. (1998). Quantity and quality in social research. London: Unwin Hyman.
Clayton M. Christensen (2010), “How will you measure your life?” Harvard Business Review PRINT R1007B: 2-7
Cohen, M. A., C. Cull, et al. (2000). “Saturn´s Supply-Chain Innovation: High Value in After-Sales Services.” Sloan Management Review 41(4): 93-101.
Creswell, J. W. (1998). Qualitative Inquiry and Research Design: Choosing among Five Tradition. Thousand Oaks, CA: Sage.
Davies, A. (2003), “Are Firms Moving Downstream into High-value Services?” In J. Tidd & F. M. Hull (Eds.), Service Innovation, Series on Technology (pp. 21-34). London: Imperial College Press.
Deloitte Touche Tohmatsu Limited and U.S. Council of Competitiveness, 2013 Global Manufacturing Competitiveness Index, 2013
Dennis, M. J. and A. Kambil (2003). “Building profits after the sale. .” Supply Chain Management Review 7(1): 42-48.
Desmet, S., van Dierdonck, R. and van Looy, B. (2003), “Servitization: or why services management is relevant for manufacturing environments”, in van Looy, B., Gemmel, P. and van Dierdonck, R. (Eds), Services Management: An Integrated Approach, Pearson Education, Harlow.
Eisenhardt, K. M., “Building Theories from Case Study Research”, The Academy of Management Review, Vol. 14, No.4, pp.532-550.
Finbarr Livesey(2006), High Value Manufacturing, Centre for Economics and Policy Institute for Manufacturing Department of Engineering University of Cambridge
Furrer, O. (2005). Service quality: Research perspectives. International Journal of Service Industry Management, 16(4), 408–410.
Gallouj, F. and Djellal, F. (2010), The Handbook of Innovation and Services: A Multi-Disciplinary Perspective. Edward Elgar, Cheltenham.
Gebauer, H., C. Bravo-Sanchez, et al. (2008). “Service strategies in product manufacturing companies.” Business strategy series 9(1): 12-20.
Gebauer, H., B. Edvardsson, et al. (2010). “Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies.” Journal of Service Research 13(2): 198-215.
Gremyr, I., Löfberg, N., & Witell, L. (2010). Service innovations in manufacturing firms. Managing Service Quality, 20(2), 161–175.
Heizer, J. & Render, B. (2008). Principles of operations management (7th ed.). New Jersey: Pearson Education.
Ida Fiksdal, Karan Kumar Kathuria “Servitization in Norwegian Manufacturing” Norwegian University of Science and Technology
Johnson, M. & Mena, C. (2008). Supply chain management for servitised products: A multi-industry case study. International Journal of Production Economics, 114(1), 27–39.
Johnston, R. (1999). Service operations management: Return to roots. International Journal of Operations and Production Management, 19(2), 104–124.
Johansson, P. and J. Olhager (2006). “Linking prduct-pricess matrices for manfucaturing and industrial service operations.” International journal of production economics 104(2): 615-624.
Lewis, M. & Howard, M. (2009). Beyond products and services: shifting value generation in the automotive supply chain. International Journal of Automotive Technology and Management, 9(1), 4–17.
Lewis, R. C. & Booms, B. H. (1983). The marketing aspects of service quality. In L. Berry et al. (Eds.), Emerging perspectives on services marketing. New York: AMA.
Lin, Shi, Ma (2012) “Servitization Strategy: Priorities, Capabilities, and Organizational Features”. Service science, Management, and Engineering.
Marshel, C. and Rossman, G. B. (2011). Designing qualitative research. Thousand Oaks, California: Sage Publications.
Martinez, V., M. Bastl, et al. (2010). “Challenges in transforming manufacturing organisations into product-service providers.” Journal of Manufacturing Technology Management 21(4): 449-469.
Mathieu, V. (2001). Service strategies within the manufacturing sector: Benefits, costs and partnership. International Journal of Service Industry Management, 12(5), 451–475.
Miles, I. (1993). Services in the new industrial economy. Futures, 25(6), 653–672.
Moller, K., Rajala, R., & Westerlund, M. (2008). Service innovation myopia? A new recipe for client-prodier value creation. California Management Review, 50(3), 31–48.
Morelli, N. (2006). Developing new PSS, methodologies and operational tools. Journal of Cleaner Production, 14(17), 1495–1501.
Neely, A. (2007, June), The Servitization of Manufacturing: An Analysis of Global Trends. Paper presented at the 14th European Operations Management Association Conference, Ankara, Turkey.
Neely, A. (2008). “Exploring the financial consequences of the servitization of manufacturing.” Operations Management Research 1(2): 103-118.
Neu, W. A. and S. W. Brown (2005). “Forming Successful Business-to-Business Services in Goods-Dominant Firms.” Journal of Service Research 8(1): 3-17.
Oliva, R. and R. Kallenberg (2003). “Managing the transition from products to services.” International Journal of Service Industry Management 14(2): 160-172.
Ren, G. and Gregory, M. (2007), “Servitization in manufacturing companies”, paper presented at 16th Frontiers in Service Conference, San Francisco, CA.
Robert Slater (1998), Jack Welch & The G.E. Way: Management Insights and Leadership Secrets of the Legendary CEO, ISBN: 0070581045
Stainback, W. and Stainback, S. (1984). A rational for the merger of special and regular education. Exceptional Children, 51(2), 102-111.
Stake, R. E. (1995). The Art of Case Study Research, Thousand Oaks, CA: Sage.
Robinson, T., Clarke-Hill, C.M. and Clarkson, R. (2002), “Differentiation through service: a
perspective from the commodity chemicals sector”, Service Industries Journal, Vol. 22 No. 3, pp. 149-66.
Rubalcaba, L., Gallego, J., Hipp, C., Gallouj, F., Gallouj, C., Savona, M., Djellal, F. and Fornahl, D. (2008), Towards a European Strategy in Support of Innovation in Services. A Review of Key Evidence and Policy Issues, Final Report, INNOVA Innovation Watch, DG Enterprise and Industry, Brussels.

Schmenner, R. W. (2009). Manufacturing, service, and their integration: Some history and theory. International Journal of Operations and Production Management, 29(5), 431–443.
Shostack, L. G. (1984). Design services that deliver. Harvard Business Review, 62(1), 133–139.
Slepniov, D., V. B. Waehrens, et al. (2010). Servitization as a strategy for survival: An investigation of the process in danish manufacturing firms. . Paper for the 15th Cambridge International Manufacturing Symposium. Aalborg, Center for Industrial Production: 1-12.
Szalavitz, M. (2003, July/August). Tapping potential: Stand and deliver. Psychology Today, 50-54.
Theodore H. Moran(2003). “Globalization’s Winners and Losers: Challenges for Developed and Developing Countries” edX, GerogetownX
Tellus Institute (1999), Servicizing: The Quiet Transition to Extended Product Responsibility, Tellus Institute, Boston, MA.
U.S. Bureau of Labor Statistic, International Labor Comparisons, August 2013
Vandermerwe, S. and Rada, J. (1988), Servitization of business: adding value by adding services. European Management Journal 6(4), 314–324
Verstrepen, S. and van Den Berg, R. (1999), “Servitization in the automotive sector: creating value and competitive advantage through service after sales”, Global Production Management, Kluwer Publishers, London, pp. 538-45.
Ward, Y. and Graves, A. (2005), “Through-life management: the provision of integrated customer solutions by aerospace manufacturers”, working paper, University of Bath, Bath.
Wilkinson, A., Dainty, A., & Neely, A. (2009). Changing times and changing timescales: The servitization of manufacturing. International Journal of Operations and Production Management, 29(5): Guest editorial.
Wise, R., & Baumgartner, P. (1999), “Go Downstream: The New Profit Imperative in Manufacturing,” Harvard Business Review, 77(5), pp. 133-141.
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馬仁宏博士. “從國際智慧製造趨勢看台灣產業的機會與挑戰”, 工研院產經中心, 2014
描述 碩士
國立政治大學
企業管理研究所
101355016
103
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0101355016
資料類型 thesis
dc.contributor.advisor 管康彥zh_TW
dc.contributor.advisor Wellington K. Kuanen_US
dc.contributor.author (Authors) 葉建群zh_TW
dc.contributor.author (Authors) Yeh, Chien Chiunen_US
dc.creator (作者) 葉建群zh_TW
dc.creator (作者) Yeh, Chien Chiunen_US
dc.date (日期) 2014en_US
dc.date.accessioned 3-Feb-2015 10:15:27 (UTC+8)-
dc.date.available 3-Feb-2015 10:15:27 (UTC+8)-
dc.date.issued (上傳時間) 3-Feb-2015 10:15:27 (UTC+8)-
dc.identifier (Other Identifiers) G0101355016en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/73220-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所zh_TW
dc.description (描述) 101355016zh_TW
dc.description (描述) 103zh_TW
dc.description.abstract (摘要) 本研究探討具有製造優勢的製造商，如何進行製造業服務化，並以產品導向的製造業服務化策略，以及服務導向的製造業服務化策略為軸心，各選一個代表個案公司，針對其企業發展過程中所面臨的環境壓力及產業特色等外部因素，以及組織規劃及策略等內部因素探討企業選擇轉型之路徑決策及內部組織相關策略如何因應及調整。
服務導向的製造業服務化策略個案以石川島播磨重工-IHI Corporation為例，因該企業具備了久遠的歷史，且其產業特性適合技術及研發成果向下個世代轉移，得以穩定且持續的累積多項核心技術及產品，穩定的向上、下游整合，並橫向結合各項核心技術及產品的服務，並以單一窗口重組企業內部的產品及服務組合，提供完整的解決方案，因此適合，且有足夠能力採行服務導向服務化策略，以滿足不同客戶群的需求。
產品導向的製造業服務化策略個案以哉英電子-THine Electronics為例，因半導體產業的核心技術及產品淘汰速度快速，世代之間的延續性不明顯，使得該公司必須專注在核心產品的開發及行銷上，但藉由開放技術的方式，使產業內更多廠商願意投入，產生該技術生態系統，並結盟產業之外的夥伴，衍生產品相關服務的多樣性，以符合不同客戶群的需求。
經由研究發現，製造業服務化的過程有其順序性。應先累積自身的製造技術，並開始以產品為核心，推出與產品周邊相關的服務以滿足客戶更多的需求，此時為產品導向服務化的製造業。其後利用有機式的發展或是結盟、併購等方式形成多產品核心，此時便可停留在多角化的產品導向服務化公司，抑或是橫向重組企業內部的產品線及服務，轉型成為服務導向服務化的製造業。		zh_TW
dc.description.tableofcontents 摘要 1
目錄 2
第一章 緒論 4
1.1 研究動機與背景 4
1.2 研究目的 7
1.3 研究問題與範圍 10
1.4 研究方法 10
1.5 論文架構與個案選擇 12
第二章 文獻探討 16
2.1 服務化(SERVITIZATION) 16
2.2 製造業服務化轉型之成因與誘因 18
2.3 製造業服務化定義演進 25
2.4 服務化轉型模式 27
2.5 製造服務化策略 36
第三章 產品導向服務化策略個案 -THINE ELECTRONICS哉英電子 41
3.1 企業沿革 41
3.2 產業定位及核心事業分析 44
3.3 經營理念及方針 48
3.4 組織設計與變革 51
第四章 服務化導向服務化策略個案 -IHI石川島播磨重工 56
4.1 企業沿革 56
4.2 產業定位及核心事業分析 58
4.3 經營理念與方針 65
4.4 組織設計與變革 67
第五章 研究結論與建議 75
5.1 研究結論 75
5.2 管理啟示 84
5.3 研究限制 85
5.4 後續研究 85
參考文獻 86
附錄 91		zh_TW
dc.format.extent 1519102 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0101355016en_US
dc.subject (關鍵詞) 製造業zh_TW
dc.subject (關鍵詞) 服務化zh_TW
dc.subject (關鍵詞) Manufacturingen_US
dc.subject (關鍵詞) Servitizationen_US
dc.title (題名) 製造業服務化之轉型經營zh_TW
dc.title (題名) The Transformation Management of Manufacturing Servitizationen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) Alan V. Deardorff, 2006. Terms Of Trade: Glossary of International Economics, World Scientific. Online version: Deardorffs` Glossary of International Economics, "good" and "service".
Alavi, M. and Carlson, P.(1992), "A Review of MIS Research and Disciplinary Development", Journal of Management Information System, Spring, Vol. 8, No.4, pp.45-62.
Alfred Marshall, 1891. Principles of Economics, 2nd ed., Macmillan.
Baines,T.S., Lightfoot, H.W., Evans, S., Neely, A., Greenough, R., Peppard, J., Roy, R., Shehab, E., Braganza, A., Tiwari, A., Alcock, J.R., Angus, J.P., Bastl, M., Cousens, A., Irving, P., Johnson, M., Kingston, J., Lockett, H., Martinez, V., Michele, P., Tranfield, D., Walton, I.M. and Wilson, H. (2007) State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture 221(10), 1543-1552
Baines, T., Lightfoot, H., Evans, S., Neely, A., Greenough, R., Peppard, J., … Michele, P. (2007). State-of-the-art in product-service systems. In Proceedings of the Institution of Mechanical Engineers – Part B, Journal of Engineering Manufacture, 221(10), 1543–1552.
Baines, T., Lightfoot, H., Benedettini, O., & Kay, J. M. (2009a). The servitization of manufacturing: A review of literature and reflection on future challenges. Journal of Manufacturing Technology Management, 20(5), 547–567.
Baines, T., Lightfoot, H., Peppard, J., Johnson, M., Tiwari, A., Shehab, E., & Swink, M. (2009b). Towards an operations strategy for product-centric servitization. International Journal of Operations and Production Management, 29(5), 494–519.
Bowen, D., C. Siehl, et al. (1989). "A framework for analysing customer service orientations in manufacturing." Academy of Management Review 14: 75-95
Brax, S. A. (2005). A manufacturer becoming service provider—challenges and a paradox. Managing Service Quality, 15(2), 142–155.
Bryman, A. (1998). Quantity and quality in social research. London: Unwin Hyman.
Clayton M. Christensen (2010), “How will you measure your life?” Harvard Business Review PRINT R1007B: 2-7
Cohen, M. A., C. Cull, et al. (2000). “Saturn´s Supply-Chain Innovation: High Value in After-Sales Services.” Sloan Management Review 41(4): 93-101.
Creswell, J. W. (1998). Qualitative Inquiry and Research Design: Choosing among Five Tradition. Thousand Oaks, CA: Sage.
Davies, A. (2003), “Are Firms Moving Downstream into High-value Services?” In J. Tidd & F. M. Hull (Eds.), Service Innovation, Series on Technology (pp. 21-34). London: Imperial College Press.
Deloitte Touche Tohmatsu Limited and U.S. Council of Competitiveness, 2013 Global Manufacturing Competitiveness Index, 2013
Dennis, M. J. and A. Kambil (2003). “Building profits after the sale. .” Supply Chain Management Review 7(1): 42-48.
Desmet, S., van Dierdonck, R. and van Looy, B. (2003), “Servitization: or why services management is relevant for manufacturing environments”, in van Looy, B., Gemmel, P. and van Dierdonck, R. (Eds), Services Management: An Integrated Approach, Pearson Education, Harlow.
Eisenhardt, K. M., “Building Theories from Case Study Research”, The Academy of Management Review, Vol. 14, No.4, pp.532-550.
Finbarr Livesey(2006), High Value Manufacturing, Centre for Economics and Policy Institute for Manufacturing Department of Engineering University of Cambridge
Furrer, O. (2005). Service quality: Research perspectives. International Journal of Service Industry Management, 16(4), 408–410.
Gallouj, F. and Djellal, F. (2010), The Handbook of Innovation and Services: A Multi-Disciplinary Perspective. Edward Elgar, Cheltenham.
Gebauer, H., C. Bravo-Sanchez, et al. (2008). “Service strategies in product manufacturing companies.” Business strategy series 9(1): 12-20.
Gebauer, H., B. Edvardsson, et al. (2010). “Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies.” Journal of Service Research 13(2): 198-215.
Gremyr, I., Löfberg, N., & Witell, L. (2010). Service innovations in manufacturing firms. Managing Service Quality, 20(2), 161–175.
Heizer, J. & Render, B. (2008). Principles of operations management (7th ed.). New Jersey: Pearson Education.
Ida Fiksdal, Karan Kumar Kathuria “Servitization in Norwegian Manufacturing” Norwegian University of Science and Technology
Johnson, M. & Mena, C. (2008). Supply chain management for servitised products: A multi-industry case study. International Journal of Production Economics, 114(1), 27–39.
Johnston, R. (1999). Service operations management: Return to roots. International Journal of Operations and Production Management, 19(2), 104–124.
Johansson, P. and J. Olhager (2006). “Linking prduct-pricess matrices for manfucaturing and industrial service operations.” International journal of production economics 104(2): 615-624.
Lewis, M. & Howard, M. (2009). Beyond products and services: shifting value generation in the automotive supply chain. International Journal of Automotive Technology and Management, 9(1), 4–17.
Lewis, R. C. & Booms, B. H. (1983). The marketing aspects of service quality. In L. Berry et al. (Eds.), Emerging perspectives on services marketing. New York: AMA.
Lin, Shi, Ma (2012) “Servitization Strategy: Priorities, Capabilities, and Organizational Features”. Service science, Management, and Engineering.
Marshel, C. and Rossman, G. B. (2011). Designing qualitative research. Thousand Oaks, California: Sage Publications.
Martinez, V., M. Bastl, et al. (2010). “Challenges in transforming manufacturing organisations into product-service providers.” Journal of Manufacturing Technology Management 21(4): 449-469.
Mathieu, V. (2001). Service strategies within the manufacturing sector: Benefits, costs and partnership. International Journal of Service Industry Management, 12(5), 451–475.
Miles, I. (1993). Services in the new industrial economy. Futures, 25(6), 653–672.
Moller, K., Rajala, R., & Westerlund, M. (2008). Service innovation myopia? A new recipe for client-prodier value creation. California Management Review, 50(3), 31–48.
Morelli, N. (2006). Developing new PSS, methodologies and operational tools. Journal of Cleaner Production, 14(17), 1495–1501.
Neely, A. (2007, June), The Servitization of Manufacturing: An Analysis of Global Trends. Paper presented at the 14th European Operations Management Association Conference, Ankara, Turkey.
Neely, A. (2008). “Exploring the financial consequences of the servitization of manufacturing.” Operations Management Research 1(2): 103-118.
Neu, W. A. and S. W. Brown (2005). “Forming Successful Business-to-Business Services in Goods-Dominant Firms.” Journal of Service Research 8(1): 3-17.
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