在數位內容下載市場蓬勃發展的同時，非法傳輸的流量亦不惶多讓，是以DRM機制成為了著作權利人進入網路世界的絕佳後盾，以DRM提高複製的門檻，並據以實施其商業模式，故於各數位內容核心產業皆可見DRM應用之蹤跡，卻同時引發了究竟DRM是Digital “Rights” Management 亦或Digital “Restriction” Management的爭議。是天使？或是惡魔？便形成了人們對於DRM的不同觀感。 本研究係從技術、法律以及管理三個面向分別切入，由技術面看DRM保護著作物之極限何在，由法律面看相關科技保護措施之立法造成何種影響，合理使用的空間是否因DRM之實施而造成限縮，接著由管理面向看DRM在數位內容產業價值鏈中所扮演之角色及其與價值鏈上各端權力角力衝突之關係，最後由標準面看目前DRM相關標準的運作以及互通性標準的發展趨勢。並從個案研究觀察DRM在不同產業情境中的應用。 本研究認為，DRM技術本身是中性的，其關鍵在於商業設計運用。而在盜版問題無法完全根絕之情況下，以DRM作為因應之道將使得受限內容之經濟價值不若自由流通之內容，因為內容產業的發展關鍵在於「人氣」，而盜版永遠無法取代創意與使用者對於內容之需求。因此，既然無法防堵非法傳輸之現象，則不妨與之直接面對面進行作戰，權利人既掌握了關鍵的內容，則可以針對盜版的弱點提供更優質的服務。就我國目前數位內容產業發展之情境來看，現階段或許有採取DRM進行保護的必要性，以便在推動合法消費市場之際，平衡兼顧保護著作權人以及著作利用人之權益。然而，在虛擬世界中欲全面防堵非法散佈有其技術上之侷限性，消費者亦多半養成了免費取得之使用模式與心態，因此長期而言，或許應設法從創新的商業模式來扭轉此態勢。 / Though the use of digital rights management (DRM) has been controversial, it is still widely used in the digital world. Advocates think of DRM as an indispensable way to prevent unauthorized duplication and dissemination of copyrighted works while opponents often suggest that the term “rights” should be replaced by “restriction” to best describe how DRM works. This thesis aims to analyze the issues of DRM from three perspectives. First starting with the technical point of view to see how DRM works and found out that DRM technology does have its limitation for copyright protection. That’s the reason why treaties and legislations such as the WCT, WPPT, and DMCA are needed to build the last ditch in the war with piracy. However, the attempt backfired as companies other than rights holders used it as a way to prevent market competition. As the rights holders can effectively control the access of their work with DRM, there comes another dispute about the “Paracopyright” effect. Most important of all, the use of DRM divests the users of the rights they had in the analog world, such as simply lending a book to a friend. From the perspective of management, a cost benefit analysis indicates that the benefit of using DRM to prevent unauthorized duplication obviously overwhelms by its cost and risk. In the context where the content providers, service providers, and device manufacturers all attempt to dominate the whole value chain, DRM also became one of the most powerful instruments for that purpose. Closed ecosystems are built one after another especially in the online music industry in order to bundle the consumers with specific players and music services and thus caused the antitrust issue. The online music industry and the e-book industry were chosen as case studies in the fourth chapter of the thesis. Based on different industry context, DRM strategy and its impact would differ and therefore results in a variety of business models. For example, the consumers in the US are relatively more aware of the use of DRM and are more willing to pay for authorized content. In contrast, the awareness of DRM of consumers in Taiwan is much lower and the price they are willing to pay is also far lower than what the music labels can accept. As a result, the streaming model prevails over pay-per-download model in the online music market of Taiwan. And the feasibility and necessity of DRM also varies in different industries. Before the digitalization of books, authors already had libraries providing free copies as piracy do today, and the prevalence of scanning machines and copy machines makes it even harder to prevent illegal file sharing. Accordingly, there is far less reason to use DRM in the e-book industry than in the online music industry. DRM technology is neutral in itself, and the key point is how it is designed based on different business models. The defect of DRM is neither a technical nor a legal issue, but rather a business issue. As piracy can never be eradicated, coping it with DRM would only make the value of restricted contents much less than freely distributed contents. Popularity is what really matters in the content industry. DRM has its technical limit and causes so many legal issues accompanied with the cost and risk of maintaining such fragile systems. What rights holders have in hand are the creativity and the market’s need for new content, which could never be replaced by piracy. So why not fight it face to face? Digital content industry is considered one of the most promising industries in Taiwan. However, local consumers have entrenched mindset of “free” contents. In present context, DRM is somehow needed while promoting the growth of legal market, in order to provide sufficient incentive to enrich the society with more and more creativity, and fairly protect both the rights of content providers and content users. But in the long run, a more creative or even subversive business model should be the solution to meet the trend of digital convergence.

學校教育為國家培養人才庫最具組織成效之社會系統，而學校教育目前亦成為輿論批評最為強烈之教育體系。本論文嘗試以法學為經，以經濟學、公共行政學、教育學等為緯，針對近年受新自由主義影響所開展之行政改革理念，進而觸及之公立國民學校法制改革課題，主要係以公部門及私部門有互相合作、共創雙贏之可能性為觀點，討論民間參與國民教育興辦之最新合作模式。 公立學校之改造模式，在教育改革之理論與實際均有多元發展，但美國特許學校制度則為近年獲聯邦及多數州支持之新法制，且特許學校被評價為公立學校成功之改造類型。該制度主要係透過解除法令管制手段，容許主管機關以特許使私人參與公立學校辦學，辦學者可透過引進專家、競爭觀念、自主、選擇及績效責任等機制，形成獨立性高之新型公立學校教育體制，賦予此類學校展現更具多元化及創造性之辦學環境，其亦屬廣義公立學校委託私人經營模式之一。本論文借重美國成功發展之特許學校法制及實際辦學經驗，期待我國學界及教育主管機關於積極繼受此法制之同時，亦得深切體認我國自身之教育環境與文化背景，建立適合本土教育之制度，並更兼顧教育之卓越與公平。 本文之法學分析途徑，除藉由比較法之觀察外，並以我國憲法及行政法規範體系作為論述基礎，試圖開發我國國民教育法及特許學校法制之原理原則，以作為目前相關立法草案之參考，及期望有助於我國相關類型學校興辦之完善。 / A Charter School’s Research of Law Institutions in None-Governmental Participant in Education School education is an organized social system for nations human resource cultivation, which has becomes the most fiercely criticism in present though. Besides, the ideal of transformation under the influences of latest New Liberalism, has been approached the debate of institutional reform in public school in consequences. So, our thesis applied some methodologies such as laws, economics, public administrations, pedagogies and some other knowledge domains, primary focusing on public and private sectors’ collaboration issues, enabling to create a win-win outcome as prospect, and discussing the latest cooperation model for non-governmental participant in education. In fact, public school transformation model in theory and practice for educational reform is already advanced. However, American Charter School System, appraised as a successful transformational type of public school, is supported by new law institutions of Federal and many other states in recent years. Through its decretal deregulation may permit competent authority’s establishers who privately participate in public school establishment with “brain-gaining” experts, competitive concept, independence, selection, accountability and other mechanisms by using Charter. Therefore, a new typical educational system conferred the environment school establishment in more plural and creative way is arised. Our thesis adduced from a successful establishment of American Charter School’s experience before acdemic fields and competent authorities of education implementing the law institutions. In addition, in order to consider the difference of educational environment or culture background, selecting the appropriate pedagogy for country is the first priority we expected. Finally, as a reference for related legislation and expectation to support school establishment, we are not only using a comparison method for extensional observation, but also trying to develop a pattern for nations’ pedagogy and Charter School institution. Keywords: Charter School, Nations Education, non-government education, public school, New Liberalism, Cooperated Nations, Public Private Partnership, the third route, educational reform, transformation of organizing, deregulation, Privatization, parents’ educational right, parents’ right to choose, elasticity, plural principle, neutrality principle, relenting principle, municipal governance, administrative contract, performance doctrine

本研究以Wendy Gordon教授三要件市場失靈理論為核心-即(一) 市場失靈的狀況現實存在，（二）支持被告的使用模式對社會而言利多於弊，以及（三）允許合理使用抗辯不會對於創作者的創作誘因產生實質損害-試圖以美國實務判決為藍本勾勒出可能的觀察構面與命題，並以此為基準以音樂產業為例推演可能的管理意涵，最後從制度面的角度檢討現行合理使用判決所出現的問題與可能的解決方式，研究結果及建議分述如下： 觀察構面與命題的發展 本研究以美國近二十年來重要合理使用判決為藍本，並將市場失靈區分為交易成本過高與正向外部性兩種類型，歸納出以下命題及觀察構面： 命題一：與著作權利人進行交易的交易成本越高，主張合理使用成功的機會越高。 H1:系爭著作物在使用當時若屬於無法尋得權利人的孤兒著作，成功主張合理使用的機會較高。 H2:系爭著作物若有著作權仲介團體代理或有交易成本低廉的授權平台，成功主張合理使用的機會較低。 H3:系爭著作物若有著作權管理資訊，成功主張合理使用的機會較低。 命題二： 被告利用型態對社會創造的正向外部性越高，成功主張合理使用的機會越高。 H4:系爭著作的利用方式若屬於對原著作物的諷刺或批評，成功主張合理使用的機會較高。 H5: 使用者使用的模式若能減少資訊流通障礙而非單純販售著作重製物圖利，成功主張合理使用機會較高。 市場失靈對著作權人的管理意涵 就正向外部性導致的市場失靈而言，當被告的利用模式產生的正向外部性越大，著作權授權交易無法完成對整體社會造成的效率損失越大，依據市場失靈理論的討論架構，法院支持被告合理使用主張的機會也越大。此時，權利人最佳的管理策略應該是更積極進行授權，並避免過度利用優勢談判地位抬高交易條件，最後導致授權交易無法進行。面對交易成本過高可能導致市場失靈，對權利人來說最佳的管理策略應該是使用各種可能的機制創造最有效率的授權市場，當市場的運行越具效率，交易成本越低，市場失靈的風險越低，法院支持利用人合理使用抗辯的機會也越低。管見以為，授權著作權仲介團體進行授權交易、自建授權平台、創新商業模式或與主流流通平台建立策略聯盟，是對權利人來說降低交易成本最佳的管理策略之一。 此外，從音樂與出版產業的發展歷程可以發現技術、法律與管理是彼此互為影響的構面，對於企業經營者來說，應有任何一項變動即牽一髮而動全身的敏銳，假定任何一項要素恆久不變或外生於其他兩構面的變化，均可能成為策略錯誤的原因。以上發現可歸納為三個命題： 命題三:著作利用產生的正向外部性越大，權利人越應該積極進行授權，避免過度利用優勢談判地位抬高交易條件，導致授權交易無法進行。 命題四: 權利人應積極建立便於使用的授權機制，降低交易成本及合理使用的風險。 命題五：技術、法律與管理模式三構面互相影響，任何一項要素變動，都可能驅動其他兩項要素的變化。 現行合理使用判決的問題與制度面的修正芻議 若市場失靈理論及本研究提出的命題與觀察構面被接受，本研究建議現行著作權法第六十五條第二項規定可修正如下： 著作之利用是否合於第四十四條至第六十三條規定或其他合理使用之情形，應審酌一切情狀，尤應注意下列事項，以為判斷之基準： 「一 利用之目的及性質，包括係為商業目的或非營利教育目的。 二 著作之性質。 三 所利用之質量及其在整個著作所占之比例。 四 利用結果對著作潛在市場與現在價值之影響。 五 利用結果產生的公共利益。 六 覓得著作權人以及取得授權的難易與成本。」 現行法下，法院在合理使用與判斷被告需賠償權利人全額損害兩者間沒有其他選擇，若法院考量正向外部性的存在後，認為被告的利用方式對整體社會有極大利益，並將正向外部性所帶來的好處納入最適授權金的計算，其數額或許將遠低於客觀上填補權利人所失利益與所受損害的價額，判定被告需賠償全額損害有悖於分配效率的要求。反面言之，若被告的利用嚴重損及該著作物最主要的經濟收益，判定合理使用對權利人又將衝擊過大。此時，法院將被迫在合理使用與全額損害賠償間進行二擇一的選擇。為給予法院更多救濟市場失靈的彈性，本研究建議在制度上應盡可能補足全額損害賠償與合理使用光譜的空缺，在立法上似可考慮將現行著作權法第六十五條第三項、第四項規定移至第四項與第五項，並增訂第三項條文如下：著作之利用雖不符合第四十四條至第六十三條規定或其他合理使用情形，但法院審酌一切情狀，尤應注意前項所列事項，得酌減損害賠償金額，若行為人利用方式未達商業規模者，並得免除或酌減行為人違反本法所需負擔的刑事責任。 嚴重市場失靈發生時，因為著作權人的市場利益未受影響，應支持著作利用人合理使用的主張。本此，對於特定類型的嚴重市場失靈，著作權法可以明定為合理使用。本研究建議現行著作權法第五十一條修正如下：「著作於個人或家庭或其他類似範圍內之使用為目的者，若該使用不影響著作權人可合理預期的市場利益者，不構成對著作財產權的侵害。」 / Along with the enlargement of the scope and duration of copyright, it is generally believed that barriers to continual innovation and knowledge distribution also increase. How to leverage fair use to best preserve public interest thus becomes a very important issue. Nevertheless, fair use is called the most unpredictable and difficult problem in copyright law. Using the market failure theory proposed by Wendy Gordon to explain the scope of fair use, this research collects landmark U.S. fair use cases as the basis to develop propositions that help the judiciary to deal with fair use cases, makes management suggestions to copyright holders and proposes several legal reforms to the current Taiwanese fair use law . This study suggests that a defendant’s chance to prevail on his fair use defense increase as the transaction cost increases. For illustration, if the work in dispute is an orphan work, a defendant has a stronger fair use case because the transaction cost he has to incur to find the copyright owner and reach a deal is higher. Similarly, if the work in dispute carries with it clear copyright management information, is managed by efficient intermediaries or placed on an efficient transaction platform, a defendant has a weaker fair use case. The reseach also argues that the higher the positive externality brought by a defendant’s uses, the stronger fair use case he has. If a defendant uses the work in dispute to create a parody or to facilitate information exchange, the defendant has a stronger fair use case due to the positive externality he creates. As managerial suggestions to copyright owners, this study maintains that copyright owners should make their best efforts to reduce transaction costs in connection with licensing and copyright transfers and actively engage in licensing to uses creating significant positive externalities. This helps reduce the possibility that potential users rely on fair use and end up paying nothing to copyright owners. To reduce transaction cost, copyright owners may consider building a licensing platform themselves, using intermediaries or forming strategic alliances with primary sale channels. As for positive externalities, it is suggested that copyright owners pay attention to the public interests recognized in the copyright law. This study also finds that technology breakthroughs, legal reshuffles and innovations in business model and management are inter-related. It is simply a mistake to regard one of the three constructs as being static if another construct has been changing. This research also proposes the following amendments to the current fair use law in Taiwan. As a matter of practice, Taiwanese judges rarely consider factors outside the four listed factors in Article 65(2) of the Taiwanese Copyright Law, even though the statute gives them wide discretion to consider other factors. To encourage the Taiwanese judiciary to apply the market failure theory in fair use cases, it is suggested that “the cost at which a user must incur to obtain a license” be added as the fifth factor and that“the public interests a user creates” be added as the sixth factor in Section 65(2). Secondly, to give judges more flexibility in close cases, it is suggested that judges should be given discretion to reduce the damages a defendant has to compensate copyright holders and discretion to reduce or release him from his criminal duty, even if the criteria for fair use are not fully satisfied. Lastly, if serious market failure occurs, it will be Pareto superior to allow defendants to use the work in dispute free of charge. It is generally recognized that most types of personal uses fall within the scope of serious market failure. This study thus proposes that Article 51 of the Taiwanese Copyright Law be amended to the effect that personal or familial uses are allowed so long as the profits copyright holders can reasonably expect are not adversely affected.

過去許多企業，將企業原本擁有的智慧財產（例如：專利、商標、營業祕密…）與企業的其他資產、負債，分離出來，成立智慧財產控股公司，並透過智慧財產供股公司的經營管理，獲取大量的租稅利益。此一租稅規劃工具雖然已引起稽徵機關的注意，但運用得當，仍可為企業創造可觀的利潤。 智慧財產控股公司的設立架構，母公司通常會在低稅率的國家或州，設立一完全控股的子公司，由智慧財產控股公司自行創設、或自母公司繼受智慧財產。智慧財產控股公司授權的對象，可能是母公司、亦可能為不相干的第三人。 智慧財產控股公司的租稅效益，來自智慧財產控股公司通常選在低公司稅率（甚至零稅率）的地區設立，對於權利金收入予以免稅的地區。母公司付給子公司的權利金費用，母公司可作為費用扣除，藉以降低母公司的所得稅。智慧財產控股公司可透過發放股利，或對母公司融資等方式，解決母公司的資金需求。 透過智慧財產控股公司進行租稅規劃，最重要面臨『移轉定價』與『避免濫用租稅協定』，因此智慧財產控股公司進行的關係人交易，不能是純為獲取租稅利益的假交易，必須有商業實質。 / Over the last decade or so, many businesses generating significant revenue from intellectual property such as patents, copyrights, trade names and marks, software and know-how (the IP Assets) have organized intellectual property holding companies (IPHCs) to reduce federal and state taxes while separating valuable IP Assets from other corporate liabilities. Recently, states have started to aggressively challenge this tactic. However, substantial state and federal tax savings can still be realized if IPHCs are organized and operated correctly. The structure of an IPHC is fairly simple. The parent corporation typically creates a corporate subsidiary in a state or in a foreign country where little or no taxes are imposed . IP Assets are created by or transferred to the subsidiary. The subsidiary enters into license agreements under which the parent corporation and non-related corporations agree to pay the IPHC royalties in exchange for an exclusive or non-exclusive right to use the IP Assets. Since most IPHCs are organized in jurisdictions with no income tax, the royalties received by the IPHC are generally tax-free. In addition, the parent corporation that paid the royalty typically can deduct the payment as a deductible expense, thereby reducing the parent's income or franchise tax liability. In some circumstances, IPHCs can make tax-free dividend distributions or loans to the parent corporation. The key issue IPHC should consider is “Transfer Price Issue” and “Anti Treaty Shopping Issue”. Transactions between related parties can’t be shame transaction, business substance is required.

低成本航空公司近年來在航空市場掀起一股風潮，某些低成本航空公司的營運績效甚至威脅到同一競爭市場中的傳統航空公司，例如美國的西南航空公司(Southwest Airlines)、馬來西亞的亞洲航空公司(Air Asia)；另一方面，亦有新興的航空公司採行低成本航空之營運模式，卻於營運不到幾年後就因經營不善而必須宣告破產或倒閉，例如加拿大的祖恩(ZOOM)航空、香港的甘泉航空。到底航空公司的營運模式該採行低成本航空公司之模式較佳？維持傳統航空公司之操作方式較優？還是另有其他模式尚待開發？本文中亦將介紹現行航空公司操作方式中一塊較少為學術界及商業界討論的模式－包機航空公司，並將以上述三種經營模式進行比較。 針對傳統航空公司、低成本航空公司以及專業包機航空公司營運模式之研究方法，文中將先以鑽石理論模型之競爭因素，配合SWOT策略分析，對應航空公司之競爭條件作介紹；並針對成本領導策略、差異化策略、集中化策略對航空業不同之營運模式加以討論，希望歸納出在航空公司本身所能具備的條件之下，所應採行之較佳營運模式。 最後，將以本國航空公司現有之條件，針對其可採取的經營策略加以建議，以期台灣的航空產業，除了在兩岸定期航班即將開展所帶來的商機之外，亦能因採行正確的營運模式，在未來的航空產業發展中持續蓬勃興盛。 / Low-cost carrier in recent years in the aviation market set off a wave. Some low-cost airlines even threat the conventional airlines in the market, such as Southwest Airlines in the United States, Air Asia in Malaysia. On the other hand, some low-cost carriers went bankruptcy due to poor management, such as Zoom Airlines in Canada, and Oasis Hong Kong Airlines. A natural question arises: which type of business model, low-cost carrier, conventional carrier or chartered carrier, should airline operations adopt, low-cost carrier? This study applies Porter's (1990) ``Diamond`` analysis, together with SWOT analysis, to the aforementioned question. The research identifies the corresponding competitive conditions and strategies for each business model. This gives important implications for the aviation business in Taiwan.

研發計畫的評估是一個複雜且重要的問題，特別是在新興的生技醫藥產業，生技醫藥產業雖然爆發力強，卻具有研發時程長、風險大的特性，再加上投資金額龐大，回收期長，如何在有限的資源及高度的不確定性下，進行正確的投資評估變成了關乎未來公司存亡的關鍵。 一般而言，質化的評估方式，容易受決策者主觀意見所影響，造成決策品質的不確定性。而量化的評估方式，並不易讓企業管理者瞭解與使用，加上模式的限制可能只適用於某些特定情形，造成決策的真實情境無法完全由數學模式中表達出來，而降低了決策的參考性。 以藥物開發為例，針對生醫產業的特性，從評估參與人員、質化評估、量化評估、評估要求、評估標準、評估程序等不同的構面去探討與分析可能合適的研發評估模式。本論文進一步以個案訪談的方式，收集實際運作的經驗與意見，瞭解目前業界目前實務上使用的評估方式，並與先前的生醫產業評估模式對照比較，瞭解理論與實務上的落差，探討其關鍵要素，以整體的效益評估觀點，對公司決策者或研發主管提出建議。 / The evaluation for R&D project is usually regarded as an important and complicated issue for enterprises, especially in the biomedical industry. Such a concern may be highly applied to the biomedical industry, which is involved with lengthy R&D process, high level of risk, and large cost. This project, therefore, will attempt to study the appropriate approaches to determine whether a proposed R&D project is worthwhile to be launched for a biomedical enterprise with limited resources. In general, qualitative research may be involved with the evaluator’s personal experience, negatively influencing the evaluation results. On the other hand, not each of the selected models employed by quantitative research is fully compatible to evaluation process. This study suggests that either qualitative or quantitative research may not be the most appropriate tool to conduct R&D project evaluation. This study aims to use drug development as a study target and further to discuss the most appropriate evaluation approach from the five aspects, including reviewer’s professional, evaluation items of qualitative research, evaluation items of quantitative research, requirement for evaluation process, and criteria for project approval. This study also assumes that a final review process is required to be proceeded in addition to taking the above five aspects into account. This study begins with related references and collecting the opinions provided by the professionals working in the biomedical industry about real cases. Through the case study method, the study may better understand the difference between the theoretical models and real practices and further to identify the key successful factors for the evaluation model. Finally the study suggests a comprehensive evaluation model to decision makers or research managers.

本研究目的欲探討實施費率自由化第一及第二階段後之情形，即在2006年第二階段實施後，台灣產物保險公司及各險種個別之資金成本，以檢視兩階段自由化實施後是否顯著影響國內產險業。而資金成本為公司每段期間內應支付資金提供者之期望報酬，故以此可做為日後公司經營之參考指標。研究期間為2002年至2008年，分別由一因子模型及多因子模型解釋台灣產物保險業之資金成本，及系統風險(β)的變化是否會影響其資金成本之變動。利用資本資產定價模型(Capital Asset Pricing Model, CAPM)及Fama-French三因子模型(Fama-French Three-Factor Model, FF3F)求得公司資金成本，再透過完備資訊方法(The Full-information Industry Beta Method, FIB)了解不同險種間之系統風險及資金成本。實證結果顯示： 1. 無論在整體產險公司或是不同險種間，由FF3F模型所估計之資金成本均高於由CAPM模型所估計之資金成本。說明CAPM模型無法反映公司規模及財務危機因子(淨值市價比因子)之溢酬，而造成資金成本之低估。 2. 經CAPM模型及FF3F模型之估計，顯示台灣產險業之資金成本均低於國外產險業之資金成本，如美國。說明台灣產險業於資本市場之融資成本較低，造成其資本效率偏低，投資人變相縱容產險公司從事高風險性資產之投資。 本研究由台灣實證資料，顯示現行產險業資金取得成本低，導致其資本效率偏低，且投資人無法由市場資訊檢視其保險本業是否根據成本之考量來定價，故主管機關應於費用完全自由化後，加強產險業經營之監理，導正產險市場經營模式，避免因核保循環(underwriting cycle)而影響公司財務穩健。 關鍵詞：費率自由化、資金成本、資本資產定價模型、Fama-French三因子模型、完備資訊方法。

印刷業的業態可歸類為製造業及服務業二者的綜合體，從客戶接單開始到生產製造出印刷完成品送至客戶端這中間流程的複雜度及變化度，對於個案公司日常營運的管理能力及製程能力都深具考驗。本論文以PWIO模式為架構，個案公司為主體，分析及呈現企業內部流程實作，了解其可強化改善之處，提出具體建議以供個案公司目標修正之參考。本論文同時結合品質成本管理分析與PWIO模式，辨識改善品質成本目標所闗聯之價值流程，以供個案公司未來進行流程改善及設定績效管理，達到目標設定之品質成本結構，以強化個案公司之競爭力，降低成本增加獲利。 本研究針對個案公司，透過PWIO模式及品質成本管理分析之結合應用，所得具體結論及建議包括： 一、就銷售及收款、付款循環而言： 1. 縮短應收帳款與沖帳作業的催帳時間，調整逾齡帳款處置時間與設定停止交易日，避免時間拖延而提高產生壞帳的風險。 2. 建立客戶信用評等機制，降低客戶倒帳風險。 二、生產作業偱環： 3. 排單作業應由印刷廠務純人工作業改為由行政系統改版加入自動篩選建議功能, 以提昇印刷廠務排單的精確度及自動化，增加生產效率。 4. 建立一套庫存管理稽核制度及領料制度，以確保原物料的持續供應，亦可較精確地估算每批印件的生產成本，業務人員在估算價格及利潤時能更精確的掌握。 5. 重新檢討個案公司目前之品檢制度及人力配置，設置廠內品管人員改善廠內生產不良品比率，以減少時常要插單補印壞品數量賠償。 三、品質成本管理： 個案公司之品質成本結構中，內部失敗成本加上外部失敗成本相對於品質成本的比例高於70%，預防成本比例低於10%，可以得知個案公司在品質成本管理上，可加強預防成本及鑑定成本的投資及改善，以降低品質成本。 / Using a case study methodology, this research studies subject company which operates in the printing business that focuses on printings and packing products. Due to the job or customer-tailored, and the artistic characteristics of the printings, the ability of management to deal with the complexity of production process is critical for business success. The research uses PWIO approach to analyze and display the subject company’s operation process, as the basis for improvement suggestions. In addition, a combination of PWIO and concepts of quality cost management, this study is able to form the foundation of future improvement and the framework for performance evaluation and management. In summary, the major conclusions and suggestions found in this study are as follows: 1. Sales aspect: Setting a credit policy for clients in order to control the exposure of credit risk. 2. Payment term: In order to reduce the risk of bad debts, we suggest a more rigid review of accounts receivables turnover rate, overdue accounts, and the allowance for uncollectible accounts 3. Production aspect: 1. We suggest Production schedule should be arranged by automatic system instead of manual operation so as to improve production efficiency and maximize outputs. 2. Establish a stock management system in order to assure the supply of raw materials and compute the production cost more accurately. 3. Review the current human resource deployment and the rules of quality management. We suggest that more QA personnel should be staffed to make sure the consistence of product quality. 4. Quality cost management: The research finds that the ratio of internal and external failure costs to total quality cost is greater than 70% for subject company, while the ratio of prevent cost to total quality cost is less than 10%. A further review of stuffs’ skill and training programs are therefore suggested.

以往針對客戶流失與轉換行為所研究的對象，多偏重以消費品產業為主，較少探討工業品產業客戶流失對於企業經營所造成之影響。本研究針對工業品產業中之營建工具業，探討其客戶流失之原因及行為表現，並期望透過相關研究，使業者可預先發現可能流失之客戶，並做為後續發展客戶慰留專案之參考。 本研究可分為五部份，第一部份首先將回顧與本論文有關之文獻。第二部份則提出本研究之研究架構及研究方法。第三部份則以SPSS軟體進行實證研究，統計方法係利用敘述性統計分析、因素分析、信度分析、單因子變異數分析及區別分析等進行資料分析。第四部分為討論前述之研究發現，並將其與消費品市場之客戶流失行為模式相比較。最後則為結論與建議。 研究結果發現：1.流失原因可萃取出產品及服務因素及價格因素兩大構面。轉購原因可萃取出服務及品牌策略、產品策略及價格策略三大構面。2.流失行為係以降低購買頻率及轉換新的供應商兩種方式表現。3.營建工具業與服務業客戶轉換行為模式有明顯差異。4.購買持續時間較長之客戶，對於送貨時間太久之重要性認知程度與購買持續時間較短之客戶有明顯差異。產品價格太高及採購頻率兩項變數可作為判別流失客戶是否會轉換供應商之模式。但由於區別力不甚良好，故並不適合以此兩項變數作為判斷預測之基準。 / A great deal of effort has been made on the causes of customer churn in the consumer products industry. What seems to be lacking, however, is this subject in the industrial products industry. This study will focus the discussion on the causes of customer churn and customer switching behavior in the construction products supplier, in order to provide guidance for developing retention and loyalty programs. This study can be divided into five parts; the first part reviews the literature on this subject. The second part introduces the methodology to be utilized throughout the study, first with structural diagram of study followed by study methods, and object in study. The third part utilizes using SPSS for Windows as the tool to conduct statistical analysis, including description statistical analysis, reliability test, Discriminant Analysis, Factor Analysis, and One-way ANOVA. The fourth part discusses the experimental result of this study, and compares it with customer switching behavior in the consumer products industry. The last part is a conclusion of the thesis. The results of this study show as follows. 1. The main causes of customer churn are product and service oriented or price oriented. The main causes of customer switch are service and brand strategy, product strategy or price strategy. 2. Customer switching behavior includes decreasing purchased frequency and transferring to a new service provider. 3. Customer switching behavioral model in the service industry is different from the model in the construction products supplier. 4. The customers who have longer purchasing duration have higher recognition of importance for deliver time. Purchasing frequency and product price are not the best variables to predict if the customers would churn or not.

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