Title page for 954301029


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Student Number 954301029
Author Hui-Ping Bai(白暉平)
Author's Email Address dennis.pai@gmail.com
Statistics This thesis had been viewed 1881 times. Download 1653 times.
Department Executive Master of Business Administration
Year 2008
Semester 1
Degree Master
Type of Document Master's Thesis
Language zh-TW.Big5 Chinese
Title Repair Service Outsourcing and Quality Management
Date of Defense 2008-11-28
Page Count 87
Keyword
  • Outsourcing
  • Quality Management
  • Repair Service
  • TFT-LCD
  • Abstract This study base on TFT-LCD panel industry’s outsourcing repair service at Taiwan, and to explore the management of outsourcing repair service. TFT-LCD panel is Taiwan's important industry, the service component which is including technical support for component and repair service for semi-finished products. This case study to explore the outsourcing repair service management, logistics support and quality management and audit for service party. Also include the service operation of repair service provider.
    In response to industry and case study analysis, this study sorted out a number of studies found that the industry can do in the service with reference to the decision-making. From the study we drew the following conclusions:
    1.Service management change cause by outsource repair service.
    2.Vertical Integrated of TFT-LCD panel industry impact outsourcing repair service model
    3.Material preparing model influence service quality.
    4.Repair service quotation change reverse logistic operation
    5.Warranty Pass-Through impact repair service model and quality
    6.Industry have to review its status before decide to outsource repair service.
    At present, there are many researches to analysis TFT-LCD panel industry; this is first time to do detail analysis for outsourcing repair service of Taiwan’s TFT-LCD panel industry.
    Table of Content 中文摘要i
    Abstractii
    誌謝iv
    目錄v
    圖目錄vii
    表目錄viii
    第一章緒論1
    1-1研究背景1
    1-2研究動機4
    1-3研究目的5
    1-4研究範圍與限制6
    第二章文獻探討7
    2-1職務委外7
    2-2服務的定義、類型與特性10
    2-3服務品質與服務品質之評量18
    2-4面板產業21
    第三章研究設計30
    3-1研究架構30
    3-2研究流程31
    3-3研究方法32
    3-4資料蒐集32
    第四章個案研究34
    4-1產業服務特性34
    4-2個案公司的服務組織架構34
    4-3服務模式37
    4-4委外維修服務管理39
    4-5委外維修服務評估44
    4-6委外維修服務企業-營運方式46
    4-7委外維修服務企業-服務提供47
    4-8委外維修服務企業-稽核49
    第五章研究結果與分析50
    5-1研究發現50
    5-2研究貢獻52
    5-3研究建議52
    參考文獻55
    中文部份:55
    英文部份:57
    網站部份58
    附錄一 訪談對象及問項59
    附錄二 訪談內容記錄60
    附錄三 年不良率計算方法72
    附錄四 委外服務廠商評估表76
    附錄五 材料報廢流程84
    附錄六 常見TFT-LCD不良現象85
    Reference 中文部份:
    ﹝1﹞吳萬益,企業研究方法,二版,華泰文化,台北市,民國九十四年
    ﹝2﹞陳思倫,服務品質管理,前程文化,台北縣,民國九十七年
    ﹝3﹞劉麗文,楊軍,服務業營運管理,五南圖書,台北市,民國九十年
    ﹝4﹞陳耀茂,服務品質管理手冊,遠流出版,台北市,民國八十六年
    ﹝5﹞鄭紹成,服務行銷與管理:亞太案例,雙葉書廊,台北市,民國九十四年
    ﹝6﹞國立政治大學商學院,商學總論,麥田出版,台北市,民國八十五年
    ﹝7﹞黃鴻程,服務業經營,滄海書局,台中市,民國九十二年
    ﹝8﹞財訊出版社,台灣面板產業新版圖,財訊出版,台北市,民國九十六年
    ﹝9﹞馬克思著,資本論(第一卷),吳家駟譯,時報出版,台北市,民國七十九年
    ﹝10﹞Smith著,國富論,謝宗林,李華夏譯,先覺出版,台北市,民國八十九年
    ﹝11﹞W. Chan Kim,Mauborgne著,藍海策略:開創無人競爭的全新市場,黃秀媛譯,天下遠見,台北市,民國九十四年
    ﹝12﹞Lovelock,Wirtz著,服務業行銷,周逸衡,凌儀玲譯,華泰文化,台北市,民國九十六年
    ﹝13﹞Lovelock,Wirtz,Keh著,服務行銷:人員、科技及策略,方世榮,江季芸譯,華泰文化,台北市,民國九十二年
    ﹝14﹞Albrecht,Zemke著,服務經濟大時代:強化全球競爭優勢的顧客服務管理,袁世珮,游琇雯譯,美商麥格羅•希爾,台北市,民國九十一年
    ﹝15﹞Pine II,Gilmore著,體驗經濟時代,夏業良,魯煒譯,經濟新潮社,台北市,民國九十二年
    ﹝16﹞Barnes著,跟顧客搏感情-街坊小店學來的顧客關係管理,陳正芬,林宜萱譯,美商麥格羅•希爾,台北市,民國九十年
    ﹝17﹞Liswood著,正確的服務就是最佳賣點,何林榮譯,方智出版,台北市,民國八十三年

    英文部份:
    ﹝1﹞Stebbing,QUALITY MANAGEMENT IN THE SERVICE INDUSTRY,ELLIS HORWOOD,West Sussex,1990
    ﹝2﹞Anderson,Trinkle,OUTSOURCING THE SALES FUNCTION, THOMSON, Ohio,2005
    ﹝3﹞Armistead,Clark,Customer Service and Support,Pitman,London,1992
    ﹝4﹞Zeithaml,Bitner,Gremler,SERVICE MARKETING:INTERGRATING CUSTOMER FOCUS ACROSS THE FIRM,4th edition,McGRAW.HILL,NewYork,2006
    ﹝5﹞Mathe,Shapiro,Intergrating SERVICE STRATEGY in the MANUFACTURING COMPANY,CHAPMAN & HALL,London,1993
    ﹝6﹞Hill, Jones, Strategic Management: An Intergraded Approach, Fourth ed.,Houghton Mifflin Company,Boston,1998
    Advisor
  • none(洪德俊)
  • Files
  • 954301029.pdf
  • approve immediately
    Date of Submission 2009-01-14

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