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題名 產品服務化對傢俱零售產業供應鏈管理之影響 – 以A公司為例
The influence of servitization on supply chain management in the furniture retail industry: A case study of Company A作者 蘇國棟 貢獻者 羅明琇
Sonia M. Lo
蘇國棟關鍵詞 產品服務系統
產品服務化
供應鏈管理
傢俱零售產業
Product Service System
Servitization
upply chain Management
Furniture retail industry日期 2015 上傳時間 1-十月-2015 14:11:29 (UTC+8) 摘要 產品服務系統的概念是在八十年代被提出,當時基於國際化導致各國產業日趨競爭,企業因而積極尋求更多的途徑來創造成長,而當時許多企業,如: IBM、Xerox 等,由原本的產品銷售事業逐漸 跨足服務的提供,這帶給這些企業許多市場競爭優勢,進而促使更 多不同產業的企業開始應用類似的策略實施。 有鑑於國內產業目前積極地推廣產品服務系統,以創造各個領域的產業升級,因此本研究以產品服務系統的供應鏈管理做為討論的核心,希望了解企業在產品服務系統的落實中,應如何應對這商 業模式的變化。對此,本研究採用個案研究法,首先透過文獻探討 以整理出研究的分析模型,再配合產品服務系統實施成功的國內傢 俱零售廠商做為研究個案,以進行調查。其中,分析模型主要由三個面向所構成,分別為下游供應網絡、焦點企業與上游供應網絡 , 並且在下游供應網絡的環節重點討論企業與顧客的互動模式,在焦 點企業的部分探討企業內部的管理措施,而在上游供應網絡探究企業與供應商的合作模式。 本研究發現產品服務系統的採行會直接地改變企業與顧客之間的互動關係,這促使企業必須與顧客進行密切的溝通,同時還需要積極獲取顧客的資訊。而由企業內部角度來看,則需要創造服務能力,調整績效管理模式,以及培養服務導向的組織文化。最後,企 業應與供應商應建立作業連結、資訊共享管道與誘因同盟,使彼此促成長期的合作關係,並讓整合方案能夠更效率地傳遞給顧客。 本研究透過實際案例的深入探討,了解到企業在執行產品服務系統的過程中,對於供應鏈採行了何種管理因應,其結果不但擴充 了“產品服務系統供應鏈”的理論探討,同時能夠也提供給未來相關領域的研究者與其他相關企業發展的參考。
The concept of Product Service System (PPS) has been expanded since 1980s, when the globalization boosted the competition of various industries. Therefore, companies were longed to explore new business model to facilitate their performance within the market and at that period several companies (including IBM, Xerox) successfully obtained outstanding competitive advantages through providing service, which is derived from their product business, and formed the idea of PPS and Servitization. And so, more and more companies involve in PPS, hence PPS have already applied in numerous industries nowadays. Previously, Taiwan’s local market put a lot of emphasis on PPS, in order to promote upgrade in various industries. Therefore, this paper is aim to discover implementational insight of PSS in the perspective of supply chain management (SCM) and realize how should company responds, when facing the change of business model. In this case, this paper utilize case study methodology with analysis model, which is contrived by desk research on PPS supply chain related paper, and execute in-depth analysis on case study of local furniture retailer, which possess successfully experience in PPS. In this research, the analysis model is consisted with three major dimensions, that is upstream supply network, focal company and downstream supply network. In the aspect of upstream supply network will focus on the discussion of customer interaction, but when it comes to the aspect of focal company will put emphasis on inner management and last would be the dimension of downstream supply network with understanding of supplier relationship management in the background of PPS. The research results indicate that the application of PPS would bring direct change on the interrelationship of customer and focal company, this would cause the company to have frequent communication with customer and shall obtain customer information during interaction. And in the viewpoint of focal company, it should alter the performance evaluation model and acquire new ability of service and service-oriented culture. Last but the least, focal company should establish comprehensive operational linkages, information sharing methods and incentive alignment with supplier to deliver integrated solution to the customer efficiently. With in-depth case study, this paper unveils the SCM detail information of Servitization and the result is not only contributive toward the academic research of PPS, but also provides valuable insight for industry with further expansion on PPS.參考文獻 Baines, T., Lightfoot, H., Wilkinson, A., Peppard, J., Johnson, M., Tiwari, A., & Swink, M. (2009). Towards an operations strategy for product‐centric servitization. International Journal of Operations & Production Management, 29(5), 494-519. Baines, T., Roy, R., Lightfoot, H. W., Benedettini, O., & Kay, J. M. (2009). The servitization of manufacturing. Journal of Manufacturing Technology Management, 20(5), 547-567. Bastl, M., Johnson, M., Lightfoot, H., & Evans, S. (2012). Buyer‐supplier relationships in a servitized environment. International Journal of Operations & Production Management, 32(6), 650-675. Chakkol, M., Robert, F. L., Johnson, M., Raja, J., & Raffoni, A. (2014). From goods to solutions: how does the content of an offering affect network configuration? International Journal of Physical Distribution & Logistics Management, 44(1/2), 132-154. Cohen, M. A., Agrawal, N., & Agrawal, V. (2006). Winning in the aftermarket. Harvard business review, 84(5), 129. Davies, A. (2004). Moving base into high-value integrated solutions: a value stream approach. Industrial and Corporate Change, 13(5), 727-756. Dickson, P. R. (1992). Toward a general theory of competitive rationality. The Journal of Marketing, 56(1), 69-83. Ellram, L. M., Tate, W. L., & Billington, C. (2004). Understanding and managing the services supply chain. Journal of Supply Chain Management, 40(3), 17-32. Gebauer, H., Edvardsson, B., & Bjurko, M. (2010). The impact of service orientation in corporate culture on business performance in manufacturing companies. Journal of Service Management, 21(2), 237-259. Goedkoop, M. J. (1999). Product service systems, ecological and economic basics: [The Hague]: [Ministry of Housing, Spatial Planning and the Environment, Communications Directorate].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. Lockett, H., Johnson, M., Evans, S., & Bastl, M. (2011). Product Service Systems and supply network relationships: an exploratory case study. Journal of Manufacturing Technology Management, 22(3), 293-313. Martinez, V., Bastl, M., Kingston, J., Evans, S., & Leseure, M. (2010). Challenges in transforming manufacturing organisations into product‐service providers. Journal of Manufacturing Technology Management, 21(4), 449-469. Mathieu, V. (2001). Product services: from a service supporting the product to a service supporting the client. Journal of Business & Industrial Marketing, 16(1), 39-61. Mittermeyer, S. A., Njuguna, J., & Alcock, J. R. (2011). Productthe product to a service supporting the client. organisations into producThe International Journal of Advanced Manufacturing Technology, 52(9-12), 1209-1221. Mont, O. K. (2001). Introducing and developing a Product-Service System concept in Sweden (IIIEE Reports). Retrieved from Lund University website: https://lup.lub.lu.se/search/publication/525784Mont, O. K. (2002). Clarifying the concept of productuct-Service SysteJournal of Cleaner Production, 10(3), 237-245. Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160-172. Pekkarinen, O., Ojanen, V., & KerIndustry ManagemeCustomer Perceptions of Value and Value Co-Creation in Solution Business. Paper presented at the Proc. of the Industrial Marketing and Purchasing Conference (IMP-2011), August 31st-September 3rd.Piplani, R., & Fu, Y. (2005). A coordination framework for supply chain inventory alignment. Journal of Manufacturing Technology Management, 16(6), 598-614. Saccani, N., Visintin, F., & Rapaccini, M. (2014). Investigating the linkages between service types and supplier relationships in servitized environments. International Journal of Production Economics, 149, 226-238. Stern, L. W., & Reve, T. (1980). Distribution channels as political economies: a framework for comparative analysis. The Journal of Marketing, 44(3), 52-64. Vandermerwe, S., & Rada, J. (1989). Servitization of business: adding value by adding services. European Management Journal, 6(4), 314-324. White, A. L., Stoughton, M., & Feng, L. (1999). Servicizing: The Quiet Transition to Extended Product Responsibility. Technical Report, Tellus Institute, Boston, MA.Yin, R. K. (2013). Case study research: Design and methods: Sage publications.司徒達賢. (2005). 管理學新世界: 天下遠見出版股份有限公司.吳柏賢. (2004). 製鞋業運用供應鏈管理系統提升競爭優勢之研究 (未出版之博士論文). 雲林科技大學企業管理研究所. 周海濤. (2009). 個案硏究設計與方法. 臺北市: 五南出版社.羅奉文. (2006). 領導風格在組織變革過程中的阻力與助力分析-以I公司為例 (未出版之碩士論文). 中央大學人力資源管理研究所. 陳正和. (2010). 台灣實木家具產業變遷的研究 (未出版之碩士論文). 樹德科技大學建築與環節設計研究所. 陳家聲. (2010). 製造業產業群聚服務化發展趨勢對廠商行為影響之個案研究. 商業業管理研究, 第五卷第一期, p.1-30. 陳殿禮, 張若涵, & 林于倩. (2012). 台灣家具實體通路演變與發展. 2013台灣感性研討會, 國立臺北科技大學.黃思明, & 耿慶瑞. (2003). 互動行銷技術對顧客服務再工程之影響. Electronic Commerce Studies, 1(2), 119-146. 描述 碩士
國立政治大學
企業管理研究所
102363072資料來源 http://thesis.lib.nccu.edu.tw/record/#G1023630722 資料類型 thesis dc.contributor.advisor 羅明琇 zh_TW dc.contributor.advisor Sonia M. Lo en_US dc.contributor.author (作者) 蘇國棟 zh_TW dc.creator (作者) 蘇國棟 zh_TW dc.date (日期) 2015 en_US dc.date.accessioned 1-十月-2015 14:11:29 (UTC+8) - dc.date.available 1-十月-2015 14:11:29 (UTC+8) - dc.date.issued (上傳時間) 1-十月-2015 14:11:29 (UTC+8) - dc.identifier (其他 識別碼) G1023630722 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/78722 - 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) 102363072 zh_TW dc.description.abstract (摘要) 產品服務系統的概念是在八十年代被提出,當時基於國際化導致各國產業日趨競爭,企業因而積極尋求更多的途徑來創造成長,而當時許多企業,如: IBM、Xerox 等,由原本的產品銷售事業逐漸 跨足服務的提供,這帶給這些企業許多市場競爭優勢,進而促使更 多不同產業的企業開始應用類似的策略實施。 有鑑於國內產業目前積極地推廣產品服務系統,以創造各個領域的產業升級,因此本研究以產品服務系統的供應鏈管理做為討論的核心,希望了解企業在產品服務系統的落實中,應如何應對這商 業模式的變化。對此,本研究採用個案研究法,首先透過文獻探討 以整理出研究的分析模型,再配合產品服務系統實施成功的國內傢 俱零售廠商做為研究個案,以進行調查。其中,分析模型主要由三個面向所構成,分別為下游供應網絡、焦點企業與上游供應網絡 , 並且在下游供應網絡的環節重點討論企業與顧客的互動模式,在焦 點企業的部分探討企業內部的管理措施,而在上游供應網絡探究企業與供應商的合作模式。 本研究發現產品服務系統的採行會直接地改變企業與顧客之間的互動關係,這促使企業必須與顧客進行密切的溝通,同時還需要積極獲取顧客的資訊。而由企業內部角度來看,則需要創造服務能力,調整績效管理模式,以及培養服務導向的組織文化。最後,企 業應與供應商應建立作業連結、資訊共享管道與誘因同盟,使彼此促成長期的合作關係,並讓整合方案能夠更效率地傳遞給顧客。 本研究透過實際案例的深入探討,了解到企業在執行產品服務系統的過程中,對於供應鏈採行了何種管理因應,其結果不但擴充 了“產品服務系統供應鏈”的理論探討,同時能夠也提供給未來相關領域的研究者與其他相關企業發展的參考。 zh_TW dc.description.abstract (摘要) The concept of Product Service System (PPS) has been expanded since 1980s, when the globalization boosted the competition of various industries. Therefore, companies were longed to explore new business model to facilitate their performance within the market and at that period several companies (including IBM, Xerox) successfully obtained outstanding competitive advantages through providing service, which is derived from their product business, and formed the idea of PPS and Servitization. And so, more and more companies involve in PPS, hence PPS have already applied in numerous industries nowadays. Previously, Taiwan’s local market put a lot of emphasis on PPS, in order to promote upgrade in various industries. Therefore, this paper is aim to discover implementational insight of PSS in the perspective of supply chain management (SCM) and realize how should company responds, when facing the change of business model. In this case, this paper utilize case study methodology with analysis model, which is contrived by desk research on PPS supply chain related paper, and execute in-depth analysis on case study of local furniture retailer, which possess successfully experience in PPS. In this research, the analysis model is consisted with three major dimensions, that is upstream supply network, focal company and downstream supply network. In the aspect of upstream supply network will focus on the discussion of customer interaction, but when it comes to the aspect of focal company will put emphasis on inner management and last would be the dimension of downstream supply network with understanding of supplier relationship management in the background of PPS. The research results indicate that the application of PPS would bring direct change on the interrelationship of customer and focal company, this would cause the company to have frequent communication with customer and shall obtain customer information during interaction. And in the viewpoint of focal company, it should alter the performance evaluation model and acquire new ability of service and service-oriented culture. Last but the least, focal company should establish comprehensive operational linkages, information sharing methods and incentive alignment with supplier to deliver integrated solution to the customer efficiently. With in-depth case study, this paper unveils the SCM detail information of Servitization and the result is not only contributive toward the academic research of PPS, but also provides valuable insight for industry with further expansion on PPS. en_US dc.description.tableofcontents 摘要 I目錄 V圖表目錄 VII第一章 緒論 11.1研究背景與目的 11.2研究目的 31.3研究內容 4第二章 文獻探討 52.1產品服務系統的定義 52.2產品服務系統之應用利益 62.2.1獲利模式 62.2.2 顧客關係 72.2.3產品附加價值 72.3產品服務系統供應鏈管理 82.3.1下游供應網絡 102.3.2 焦點企業 122.3.3上游供應網絡 16第三章 研究方法 213.1研究步驟 213.2個案研究法 223.3個案分析架構 233.3.1個案分析工具 243.3.2 個案分析步驟 253.4傢俱零售產業介紹 263.4.1台灣傢俱零售市場之發展歷程 273.4.2台灣傢俱零售市場之市場趨勢與特質 283.5個案公司介紹－A公司 29第四章 個案討論 304.1產品服務系統之採行動機 304.2裝修通路的供應鏈結構 334.3裝修通路的供應鏈管理 344.3.1下游供應網絡 344.3.2 焦點企業 384.3.3上游供應網絡 454.4個案分析與探討 524.4.1採行動機 534.4.2供應鏈管理 53第五章 結論與建議 595.1研究發現 595.2管理意涵 625.3研究貢獻 645.4研究限制與未來發展 64參考文獻 66附錄一 訪談逐字稿－受訪者A 69附錄二 訪談逐字稿－受訪者B 93 zh_TW dc.format.extent 2185968 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G1023630722 en_US dc.subject (關鍵詞) 產品服務系統 zh_TW dc.subject (關鍵詞) 產品服務化 zh_TW dc.subject (關鍵詞) 供應鏈管理 zh_TW dc.subject (關鍵詞) 傢俱零售產業 zh_TW dc.subject (關鍵詞) Product Service System en_US dc.subject (關鍵詞) Servitization en_US dc.subject (關鍵詞) upply chain Management en_US dc.subject (關鍵詞) Furniture retail industry en_US dc.title (題名) 產品服務化對傢俱零售產業供應鏈管理之影響 – 以A公司為例 zh_TW dc.title (題名) The influence of servitization on supply chain management in the furniture retail industry: A case study of Company A en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) Baines, T., Lightfoot, H., Wilkinson, A., Peppard, J., Johnson, M., Tiwari, A., & Swink, M. (2009). Towards an operations strategy for product‐centric servitization. International Journal of Operations & Production Management, 29(5), 494-519. Baines, T., Roy, R., Lightfoot, H. W., Benedettini, O., & Kay, J. M. (2009). The servitization of manufacturing. Journal of Manufacturing Technology Management, 20(5), 547-567. Bastl, M., Johnson, M., Lightfoot, H., & Evans, S. (2012). Buyer‐supplier relationships in a servitized environment. International Journal of Operations & Production Management, 32(6), 650-675. Chakkol, M., Robert, F. L., Johnson, M., Raja, J., & Raffoni, A. (2014). From goods to solutions: how does the content of an offering affect network configuration? International Journal of Physical Distribution & Logistics Management, 44(1/2), 132-154. Cohen, M. A., Agrawal, N., & Agrawal, V. (2006). Winning in the aftermarket. Harvard business review, 84(5), 129. Davies, A. (2004). Moving base into high-value integrated solutions: a value stream approach. Industrial and Corporate Change, 13(5), 727-756. Dickson, P. R. (1992). Toward a general theory of competitive rationality. The Journal of Marketing, 56(1), 69-83. Ellram, L. M., Tate, W. L., & Billington, C. (2004). Understanding and managing the services supply chain. Journal of Supply Chain Management, 40(3), 17-32. Gebauer, H., Edvardsson, B., & Bjurko, M. (2010). The impact of service orientation in corporate culture on business performance in manufacturing companies. Journal of Service Management, 21(2), 237-259. Goedkoop, M. J. (1999). Product service systems, ecological and economic basics: [The Hague]: [Ministry of Housing, Spatial Planning and the Environment, Communications Directorate].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. Lockett, H., Johnson, M., Evans, S., & Bastl, M. (2011). 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