| 摘要: | 近年來，隨著科技進步、電子商務竄起、消費者行為改變，各產業紛紛以滿足客戶需求為第一優先。全球製造業進入動盪期，個人電腦產業的危機逐漸升高，從宏觀的角度上來看，個人電腦製造業在中國大陸主要受到以下三點影響，一、隨著地方政策，基本工資上調，勞動力成本上升；二、原物料購買成本上升，企業獲利減少；三、同業競爭，加上市場漸漸飽和，消費者需求減少，出貨量降低。因此如何提升產業競爭力，保持企業的競爭優勢，是一個值得探討的議題。本研究以個人電腦產業D公司為研究對象，在面臨客戶抱怨，訂單受到影響的狀況之下，由高階主管親自督軍坐陣，帶領團隊深入分析問題，找出問題並進行流程再造，成功解決問題，滿足客戶需求，贏得客戶信任並獲得更多的訂單，再創佳績。
本研究採質性研究方法以文獻探討與深入訪談的方式，針對個案D公司高階主管進行深度訪談彙整資料，參考Thomas H. Davenport & James E. Short（1990）提出的五階段流程改善方法與步驟進行研究：一、發展出與企業願景結合的流程目的；二、確立需要被改善的流程；三、瞭解並評估現存的系統問題；四、確定資訊科技可以發揮的功用；五、新流程系統的運作與效果確認。
本研究針對個案D公司提出以下結論及建議，結論：一、企業經營策略極為重要；
二、流程再造需高階主管支持；三、尋找關鍵成功因素。建議：一、明確企業經營策略，明確企業定位與方向；二、流程再造，精益求精；三、關於關鍵成功因素的建議。另外針對個案D公司未來研究還有其他深入探討的方向如下：一、可採用量化的研究方式；二、可做多重個案的研究比對；三、可進行跨產業的分析與比較。;In recent years, with the advance of technology, the rise of e-commerce and the change of consumer behavior, every industry is concerned about the customer’s requirements first. The manufacturing is in a recession and that aroused a sense of crisis in the notebook industry. From a macro perspective, the three main influence factors of the notebook industry in China are: First, due to the local policy, the minimum wage raised. Second, as a result of raw material rise, the profit decrease. Third, according to horizontal competition and the market became saturated, consumer demand waned and the shipments reduced. Thus, the most important is how to strengthen and sustain the competitive advantage.
This research takes company D of personal computer industry as the subject when faced complaints from customers and experienced the event under the influence of order,the executive manager led his team to analysis and solve the problems to satisfy customers and win the customer′s trust to obtain more orders to create profit.
This research is conducted using case analysis, in-depth interviews with executive manager of company D, and related information gathered from the literature and refer from Thomas H. Davenport & James E. Short（1990）which provided five phases about process improvement methods and steps to study: First,develop the process purpose combined with the enterprise vision; Second,confirmed the process which need to be improved; Third, understand and evaluate the existing system problems ; Fourth, determine information technology functions ; Fifth, operation and effect confirmation of new process system
This study has integrated analysis on the company D and provides some conclusions and suggestions. Conclusions: First,the management tactics of enterprises is extremely significant. Second,reengineer process need the support from executive manager.
Suggestions: First,establish the management strategy and accurate the positon of the enterprise. Second,reegnieer process and keep improving. Third,make the suggestions of the critical success factors. Besides, according to the results, some suggestions and future studies for company D were offered as following: First, use the quantitative research. Second, present more case studies comparison. Third, cross industrial analyze. |
