80年代全球電腦資訊產業開始大幅起飛發展，台灣電腦產業外銷蓬勃成長，Comdex Fall主辦單位金沙集團所舉辦的展覽，皆為所有台灣電腦廠商競相參與！個案公司因而成為台灣展覽代理產業之首 但現在資訊爆炸、網路無國界的社會下，廠商辦展能力日趨獨立，展覽大會行銷管道增多且簡易，中間商角色漸漸薄弱！在雙方面夾擊下，展覽代理產業的生存就已日漸困難，加上台灣公協會的轉型，原本為展覽代理商合作伙伴的公協會，轉而成為競爭對手，讓展覽代理的困境雪上加霜。個案公司面臨到了轉型，開始思考如何能運用原本的核心能力與優勢，轉一時的機緣，成就百年盛時！

隨著預防醫學的觀念興起，加上社會高齡化的現象，使得消費者越來越注重養生、保健，消費者更加追求年輕美麗，期望留住青春的腳步；在這股美容生技的熱潮帶動下，也促使生技化妝品市場的蓬勃發展，國內許多標榜生醫材料與奈米技術的生技公司紛紛加入化妝品產業的行列。化妝品製造業具有進入障礙低、研發投資成本低及附加價值高的特質，因此國內很多企業已開始創立自有品牌銷售生技化妝品，許多傳統企業也以生物科技為號召，多角化投入生技化妝品產業，例如台鹽綠迷雅 (Lu-Miel) 系列、台塑生醫芙堤 (FORTE)系列、台糖的膠原蛋白、台肥的魚鱗膠原胜肽等。這些傳統企業進入競爭激烈的化妝品領域，顯然必須具備特定的核心能力才能夠在國外知名品牌環伺的台灣化妝品市場中，仍佔有一席之地；因此，這些企業要如何運用組織內部的資源條件，持續創新，在動態的環境下建立特定的能力，是個值得探討的議題。 本研究採用Teece, Pisano & Shuen (1997) 提出的動態能力觀點作為理論基礎，來探討傳統企業多角化投入生技化妝品產業的歷程中，如何更新、建構新的能力以因應快速的環境變動。透過個案研究的方式，針對投入生技化妝品產業的傳統企業加以探討，期望能得到新的啟發，並提供實務界參考。 目前國內有關生技化妝品廠商的相關研究主要著重於行銷策略、經營策略、關鍵成功因素等方面之探討，尚無有關生技化妝品廠商在動態能力發展歷程的相關研究。本研究透過相關文獻的探討，包括多角化、動態能力等相關理論，以瞭解多角化進入新事業的動態歷程之相關文獻，並採取多重個案分析的個案研究法，藉由深度訪談及次級資料進行分析探討。本研究之發現如下： 1.傳統企業多角化投入生技化妝品產業的動機，主要為掌握市場新機會及充分利用企業剩餘資源。 2.傳統企業多角化投入生技化妝品產業時，因考量營運成本、風險以及新事業可共享母公司既有資源等因素，多角化進入方式以內部投資為主。 3.傳統企業多角化投入生技化妝品產業時，新事業在組織管理程序中的協調/整合方式與原企業一致，新事業於組織管理程序上若要改變母公司以往作法需要長時間慢慢改變。 4.傳統企業多角化投入生技化妝品產業時，新事業安排員工透過教育訓練的方式學習新事業所需之能力，且在人力建構上以沿用舊有員工為主。 5.傳統企業多角化投入生技化妝品產業時，原企業與新事業均能視外界環境變化，並配合公司經營策略，以隨時進行組織重整與轉型。 6.傳統企業多角化投入生技化妝品產業時，新事業傾向於有效運用原企業技術資產，以發展新產品。 7.傳統企業多角化投入生技化妝品產業時，新事業初期考量設備及成本限制，皆委託外界專業代工廠生產；之後隨著銷售量及產品品項的增加，則採取轉投資代工廠或自行設置自有製造廠的方式。 8.傳統企業多角化投入生技化妝品產業時，透過與外界合作有助於新事業技術資產、互補性資產的建立。 9.傳統企業多角化投入生技化妝品產業時，利用原企業聲譽及品牌形象有助於新事業的發展。 10.傳統企業多角化投入生技化妝品產業時，依循路徑相依的特質，與原企業的專屬資產位置及過去的經營策略均呈現關聯性。

當企業面臨內部的規模與範疇擴張及外部的市場需求轉變時，在本業中的成長機會將日漸減少。因此，如何透過開創新事業來回應這些挑戰，往往是企業成長的重要課題。在推動新事業的過程中，如何調整組織架構，並從中萃取出深層的動態能力，以因應後續一波波的環境考驗、持續運用於下一個新事業，更是企業存亡的關鍵。然而，新事業的外部力量、內部變革、及動態能力形成的連結並未被過往研究有效建立。有鑑於此，本研究以明基材料為主軸，探討企業如何在引入外部合作下建構動態能力，並持續演進以因應外部挑戰。 明基材料由光碟事業起家，回應明基友達集團的面板原料需求，而發展偏光片事業。建立起深厚的技術與人才布局後，明基材歷經了偏光片的跌價趨勢及材質瓶頸，進而在金融海嘯後投入成長穩定的生醫產業。在生醫事業中所建構的堅實品牌與通路，更成為明基材後續投入隱形眼鏡事業的動能與後盾、進軍全球市場。本研究依光碟、偏光片、生醫、及隱形眼鏡四大階段作為產業及事業探討的架構，以解構出中每個新事業發展事件背後蘊藏的動態能力基礎。 本研究發現：在導入外部合作模式的情形下，動態能力的養成更能突破內部創新的限制及盲點。在引入垂直或水平的外部力量後，更須將力量挹注到組織內部，在結構、技術、任務、或人員等構面產生變革，方能進一步產生市場預測、技術製程、人才匯流、通路後勤、品牌行銷、及技術互補能力等六大動態能力。在早期的光碟及偏光片事業中，明基材倚重集團的垂直支援，養成了技術製程、技術互補、與人才能力，強調內部定位並掌握動、靜態程序，具有高度路徑相依性。於近期的生醫及隱形眼鏡事業中，明基材則更重視異業水平合作，更完整了品牌行銷、通路後勤、與市場預測能力，著重外部定位並協調動、靜態程序，更彈性掌握技術機會。透過動態能力在定位、程序、及路徑的持續演進，企業方能一次次化解產業危機，在新事業中穩健發展、開創新局。 / When confronted with internal expansion of scale and scope as well as external alteration of market demands, enterprises are bound to face fewer and fewer opportunities of growth in their original businesses. Hence, how to cultivate new businesses in reply to these challenges is usually a crucial issue for enterprise growth. In the process of new business development, the survival of the enterprise lies in the way of modulating organizational framework and extracting profound, dynamic capabilities therein to tackle subsequent environmental trials as well as to exert them on the next new business. Nonetheless, the connection among external strengths, internal organizational transformations, and the formulation of dynamic capabilities wasn’t effectively established in prior research. Accordingly, this study is rooted upon the case study of BenQ Materials Corp. in the aim of looking into how enterprises incorporate external collaborations to construct their dynamic capabilities, which can constantly evolve to cater to external challenges. BenQ Materials was initiated as a disc manufacturer, while differentiating into the polarizer business in response to the demand for panels of the BenQ Group. While establishing solid technical and personnel allocations, BenQ Materials underwent the price-declining trend and bottlenecks in textures, which make it in turn resort to the steadily growing biomedical industry after the financial tsunami. The robust channels and brands built in the biomedical business not only served as the backing and momentum, but further steering BenQ Materials into the contact lens industry and global markets. This thesis classifies both the industry and business analysis into four categories: discs, polarizers, biomedicine, and contact lens, which helps dissect every new business incident, excavate the foundation of dynamic capabilities behind. Throughout the research, this study reveals that under the introduction of external collaborations, the formulation of dynamic capabilities can further break though the blind spots and limits from internal innovations. After importing vertical or horizontal external forces, enterprises should then translate the external forces into internal organization changes in the aspects of the structure, techniques, tasks, and personnel, giving rise to the six dynamic capabilities: market predicting, technique procedural, talent streaming, channel logistical, brand marketing, and technique complementary capability. In the disc and polarizer business, BenQ Materials depended heavily on the vertical support from the BenQ Group and generated the technique procedural, technique complementary, and talent streaming capability, laying emphasis on internal positioning, dynamic and static processes, and high-level path dependency. While in biomedical and contact lens business, BenQ Materials further treasured inter-industry horizontal cooperation, from which the brand marketing, channel logistical, and more comprehensive market predicting capability were nurtured, valuing external positioning, dynamic and static processes coordinating, and elastic technological opportunity managing. The consecutive evolution of dynamic capabilities on positions, processes, and paths not only facilitates enterprises to get through industry crises time after time, but fuels new businesses’ sturdy growth and innovation.

企業當如何跨越市場進入門檻以追求未被開發市場，並滿足未被創造或未被滿足的需求？本論文透過理論探討與個案分析，研究企業跨市場領域開發所需的關鍵因素與成功做法，以提昇企業之競爭優勢。 個案研究以儀器界先驅的惠普/安捷倫科技為對象，研究該公司在知識創造、動態能力與顧客關係三大構面對進入電信監控管理系統市場績效的影響，以及彼此之間的相互影響。顧客關係研究變數採顧客信任與忠誠度；知識創造研究變數採認識論與本體論知識螺旋；而動態能力研究變數則採企業之流程、位置與路徑。 研究發現顧客關係、知識創造與動態能力三項關鍵因素，對個案公司進行跨市場領域開發績效有直接影響，彼此之間亦呈相互影響之關係。個案公司的成功做法為，以顧客優先的顧客管理流程，配合前線員工與顧客良好的互動關係，發展互信關係。鼓勵員工坦誠溝通、提供自主且相互尊重的工作環境，以利組織知識創造。管理階層重視各級員工的訓練與培育，使內隱知識得以順利累積與轉換。因應市場需求變化，企業對流程與策略性資源之調整能力與速度，影響其競爭能耐的蓄積。 與顧客建立高度互動的組織交流機制，透過專案執行互動過程，產生知識轉換創造新知。知識轉換程度越深，雙方互信與互賴程度越高，對忠誠度越有幫助。此作法可以提昇顧客關係與知識創造的貢獻。企業與顧客培養共同成長路徑，有助雙方未來策略位置發展的互賴關係，信任與忠誠度就越高。此作法可提昇顧客關係與加強動態能力的關係。企業專注於本業，培養專業團隊長期精耕市場、透過購併補強實力、隨時保持知識創造的最佳環境與流程，以培養未來策略性資源。此作法對組織知識創造與動態能力之提昇，均有助益。 研究結論顯示，企業利用高度互動的組織交流機制，透過前線員工與顧客創造知識轉換，建立共同成長路徑，培養策略性資源開發的互信互賴關係，提昇顧客忠誠度，以跨越進入新市場領域的門檻。企業最前線組織是知識創造的關鍵單位，其管理階層扮演知識創造及動態能力更新之重要角色，透過由中而下而上的管理過程，培養企業最佳的競爭優勢。 本研究提出三點管理實務建議：企業當隨時調整內部流程以配合顧客之個別流程，從雙方高度互動中創造共鳴性知識，達到雙贏局面；企業應當加強市場需求辨識敏銳度，提昇組織更新內外部能力的效率，創造嶄新優勢；深化企業文化與價值於員工心中，建立樂於分享之工作環境與氛圍，深紮成長根基。 / How enterprise crosses the knowledge gap to get into undeveloped marketplaces or satisfy unmet customer needs? This research adopts the “Case Study” research method to study the success factors and best practices from selected enterprise who has been successfully crossed the knowledge gap and won the installed-base from new marketplaces. This research selects HP/Agilent Technologies as the target company, who is the market leader among the test and instrument industry. This research framework is consists of knowledge creation, dynamic capability and customer relationship dimensions. Purpose to validate each research dimension is able to contribute the performance of getting into new marketplace or not, and also validate the interrelationship across these three dimensions. The variables used for customer relationship dimension include customer trust and loyalty, for knowledge creation dimension include knowledge spirals of epistemological and ontological domains, for dynamic capability dimension include key process, position and path of enterprise. Findings of this research: (1) these three research dimensions have been validated all are able to contribute to the performance of new entrance, and every dimension also interrelates to others. (2) Best practices from the case-study company include front-end employees follow the “Customer First” culture to develop the best customer relationships and gain mutual trust from owned customers. Trust and respect people, and encourage open communications both contribute to knowledge creation. Management team not only supports the employee development, but also delivers the training programs by themselves, which accelerates the knowledge conversion and accumulation. Proactively change on process and resource allocation to echo to the environmental change. (3) Interactive with customer proactively, create new knowledge through project execution. More knowledge conversion, more trust. More trust, then higher customer loyalty. (4) Develop learning path together with customer, which creates the interdependence relationships with customer when moves to next strategic position. (5) Be focused and rely on dedicated team to invest on market development, support with valuable solution offering, and manage the most updated knowledge creation processes to develop long-term strategic resources. Conclusions of this research, (1) enterprise adopts proactive account management approach to interact with customers. The front-end employee creates knowledge conversion and learning path with customer for next strategic resource development. (2) The field middle-level manager plays critical role on knowledge creation and dynamic capability update. Recommendations on managerial practice include (1) enterprise should adopt internal change proactively to match with individual account process, which promotes the best interactions with customers. (2) Enterprise should be more sensitive to distinguish the external change, and improve organizational capabilities to maintain his competitive advantage. (3) Cultivate corporate culture and values into people mindset. Encourage employee shares success with others.