H 公司技術服務部門對客戶 T 公司維護服務合約營收逐年下降，對於營收下降的問題，服務部門希望藉由新的商業模式建立提供給客戶更多有價值服務，以提昇服務部門的盈收。以往技術服務部門曾經設計過其他新的商業模式，但礙於成本過高，客戶無法採納而導致專案的失敗。台灣業務部門希望能針對客戶提供一個更好、更完善、更快速的商業模式，支援業務照顧客戶和取得客戶外包專案，並能將公司內部各部門資源和外部資源做有效的整合，揮發最大綜效，服務部門同意參與這次跨部門、跨組織合作。希望新商業模式能夠解決服務部門的困境，能有效提昇部門業績。 本研究設計將是採用研究方法中的「質性研究方法－個案研究法」，針對研究個案新商業模式現況與發展過程進行深入研究分析，透過商業模式分析、設計分析、流程分析和 SWOT 分析找出在新商業模式中顧客所重視的價值主張、造成企業內部資源不足的情況、新商業模式設計和運作上不足之處等。 研究分析找出一些新商業模式確實有效的提昇技術服務部門的業績，但在運行過程中也有許多管理不足之處，並提出人力資源、成本控制、價值主張異動、組織內外部服務品質控管、團隊溝通和外部風險控管等六大方向可改善之處。Technical Services department of H company has a maintenance contract with customer T. The revenues from the contract have been decreasing yearly. To deal with this problem, TS department wished to create a new business model for servicing the customer in order to provide more valuable services for greater revenues. Before running the new service model, TS department had been designing a new service support model for other customers. However, because of the cost of the model was too high, customer was unwilling to adopt the new and led to the failure of the project. Taiwan sales department of H therefore developed a better and faster business model to take care of the customer and win the customer’s outsourcing project. The new business model provides the greatest efficiency of integrating internal and external resources for the customer. TS department agreed to join the new business model and then solved the plight of service and enhance service revenues. To analyze the new business model, the study conducted a qualitative case study. It analyzed to the current situation and the development process of the new service model. With business model canvas, the study analyzed the design and process of the model and performed SWOT analysis to identify what the value propositions the customer cared, what resources were lacking, what the weaknesses in the design and operation of the service model were.?The study confirmed that the new business model effectively increased the revenue for Technical Services department. But it still has some management problems need to be improved in human resources, cost control, value proposition change, external and internal service quality control, team communication, and external risk management.
