半導體產業為台灣重要的戰略工業，面對持續創新的半導體製程，如何運用策略資訊工具進行差異化服務，同時達到流程創新與成本控制的目標，成為在設備維護領域的一大挑戰。本研究的目的在於透過個案探討，評估當「遠端診斷系統」與傳統設備維護體系結合後，在半導體檢驗與量測端設備維護的品質、成本上所能展現的實際效能，同時提出對於此系統未來具體可行的建議。 本研究對美商K公司以即時資訊傳遞為基礎的「遠端診斷系統」的原理與實務，進行文獻回顧與理論探討，同時與K公司在台灣單一最大顧客T公司雙方進行深度訪談，以了解該系統的實際使用現況，並獲知在系統導入初期未能預期到的困難與推動障礙。主要有下列結論： 1.發展簡易化、自動化的遠端診斷連線報修程序，來改善目前語音網路效果不佳、語言障礙等使用上的困難。 2.從網路安全技術提升著手，加強顧客對系統安全的信心與信任，俾能運用系統中更強大的即時偵測與預知維護的功能，補強目前遠端診斷維修需求之不足。 3.從維護合約等商業條款方面著手，協助顧客降低人力成本做為誘因，克服因台灣地區產業群聚效應所產生的使用障礙。 4.利用遠端診斷系統的實際效能與績效，作為設備銷售的差異化策略，以技術優勢繼續維持實體設備的市場佔有率。 ;How to use the Strategic Information System to enforce the efficiency and effectiveness of traditional maintenance serviced by manpower, then achieve the target of Differentiated Service, Cost Reduction and Innovation are the major challenges for the Semi-conduction Equipment Provider. We studied the Theory and Practice of The Remote Diagnostics System based on the Real Time Data Transferring Technology, developed by an American Semi-conduction Equipment Supplier, K Company, as a Case Study, and through the Interview with T Company, a single-largest customer of K Company in Taiwan, we understood the current application status from this remote service and the un-expected difficulties from the system implementation. After the review, we had assumed the conclusion of this research as: 1.Develop a simplified, automatic Remote Service Request system, to improve the voice network problem and language barrier issues. 2.By using the advanced Network Security Technologies to build the trust from the customer, applying the advanced functionalities of the Remote Diagnostics such as Instant Detect and Predictive Maintenance to fulfill the requirement of on-site service. 3.Reducing the direct labor cost from the Service Contract, keeping the customer use this Remote Service continuously and gain their benefits. 4.Using the real efficiency and effectiveness from Remote Service as a key differentiate factor of selling strategic, promote the Equipment to occupy the highest market share.
