摘要 在今日這個全球化競爭的市場中，評估一個企業的表現時，不論是實務界或是學界都會認為品質是一決定性的因素。因此如何去衡量與報導企業品質成本便成為一個重要的議題 (Halis and Oztas 2002)，因為任何控制計畫開始的第一步就是去衡量要控制的目標。且只要企業會耗用資源在任何不良品或重製品上，就不能忽略品質失敗成本對於營業費用的影響，這些費用是多餘且非必要的成本，重製成本等於是品質成本，最後便成為財務報表上的營業費用(Wong 2002)。因此品質失敗成本不得不被企業所重視。 一旦企業可以有效掌握住影響品質成本關鍵影響因素，不僅能降低成本也能同時提升品質水準。國外學者雖也有文獻對於品質成本之影響因素加以探討，但多是理論架構的討論，即使實證研究也多限於資料取得問題，探討的因素不夠完整。國內學者有張寶光(1999)首次針對品質成本-預防、鑑定、內外部失敗成本之關鍵影響因素加以探討，建立理論模型並加以實證。而後亦有陳忍(2000)補張寶光研究之不足處，以作業基礎成本制(Activity-Based Cost)角度針對某電信電纜業之內部失敗成本關鍵影響因素加以探討。由於本研究之個案公司相當重視品質問題，且對於客訴資料的整理頗為重視，在客訴金額的內容中已估計重製成本、邊際貢獻損失、重驗、其他相關費用…等成本。本研究更協助個案公司追溯計算其2000年開始之內部失敗成本資訊。因此在參考國內外相關文獻後，本研究希望能探討個案公司之內外部失敗成本之關鍵影響因素，除希冀對個案公司之品質管理能有助益外，更希望以此實證結果對於影響品質失敗成本的關鍵因素之了解有所貢獻，以提供其他企業日後在降低內、外部失敗成本時，能夠有所依詢。 本研究結果顯示： 一、內部失敗成本方面 員工之「品質認知程度」對於內部失敗成本呈正向關係，即是實施看板教育後較實施前所發生內部異常之失敗成本較高，且達1%顯著水準。顯示個案公司員工在實施品質看板教育之後，對產品品質標準的要求重點的認知確實有所提升，也因此可在站與站品質交接時，確實挑出不良品，導致內部失敗成本在看板教育實施後提高，相對減少外部失敗成本的損失。 二、外部失敗成本方面 1.「新設計產品」與外部失敗成本有顯著關係， 顯示個案公司在生產新設計產品時，確實會發生較多外部失敗成本，原因可能在於 □ 業務與生產單位溝通客戶對於新產品設計的要求。 □ 現場作業員對於新設計之產品之品質要求不清。 □ 現場作業員對於新設計產品之製程作業不熟悉。 個案公司日後可針對上述或其他可能發生原因進行改善以降低新產品設計訂單發生之外部失敗成本 2.「績效考核制度調整前後」與外部失敗成本有顯著關係，顯示績效制度調整後並未使外部失敗成本有效降低，反而升高。本研究建議個案公司可對績效制度再行檢討。 3.員工之「品質認知程度」與外部失敗成本有顯著關係，即是看板教育實施後，員工對品質認知程度提高，而後發生之外部失敗成本較低，且達10%顯著水準。顯示個案公司員工在實施品質看板教育之後，對產品品質標準的要求重點的認知確實有所提升，因此可在公司內站與站品質交接時就挑出不良品，雖使得內部失敗成本在看板教育實施後提高，但也相對減少外部失敗成本的損失。可見加強員工之品質認知程度應可有效降低個案公司外部失敗成本。 關鍵字：品質失敗成本、設計代工、製造代工、ISO9001

現今，產業競爭已轉變成全球性的競爭，台灣代工企業與國際知名品牌企業、高科技產業存在著“共存共榮”的臍帶關係，台灣代工企業必須不斷提本身之高度競爭力以維繫其不可取代之地位，否則即面臨客戶轉單、甚或被淘汰之命運。各代工企業不僅要在其生產技術上需保持領先的地位，更需在競爭策略上尋求轉型升級與技術創新，以避免被競爭者所取代，並擺脫製造代工的微利競爭；因此，當今代工企業的風險在於持續的創新能力，雖說早期代工企業僅需專注於代工製造，但隨著產品的大量生產與使用規格之統一，加上資訊之普及與快速，技術能力漸趨一致，不再是高門檻難以跨越，導致市場競爭就愈形激烈。代工企業不能只憑一招半式獨闖江湖，代工企業成長獲利的關鍵，不只在於成本管理或者製程改善，更在於敏銳的市場預測能力與核心競爭力，而從各種明確之例証顯示，創新能耐之建立更是長治久安不可或缺之主要成功因素；宏達電從為世界知名手機品牌製造代工高階智慧型手機起家，進而轉型至設計代工，一直到自創Dopod品牌，接著又將品牌重新命名為HTC；華碩電腦(ASUS)從為世界PCB 製造代工(OEM)，進而轉型至設計代工(ODM)，一直到2007年成功開發” Eee PC “ Netbook (小筆電)，並於2010 年與和碩(PEGATRON)分家，和碩(PEGATRON)代工企業與華碩電腦(ASUS)品牌經營正式分道揚鑣；這種種跡象充分顯示為唯有建立創新能耐才能尋找出核心競爭能耐的方向及重點，也才能決定企業在產業價值鏈的位置與所從事的價值活動。 企業從製造代工經營模式進入設計代工經營模式，在逐步接手研發價值活動後，設計代工經營模式開始投入自主研發，其目的在於提供品牌企業客戶更具競爭力之有效創新方案，並與品牌企業客戶取得充分分工之夥伴關係；因此透過研究個案公司的轉型歷程，探討面對詭譎多變的大時代，企業如何藉由建立自我創新能耐，進而建立自我核心能耐，從製造代工經營模式轉型升級設計代工經營模式，也藉由其經營績效的表現，來驗證轉型升級的策略所帶給企業的實質利益，最後對企業提出當面臨轉型升級時之具體建議，以作為其他面臨經營困境的製造代工企業之參考。 / Today, competition has turned into a global competition, the Taiwanese OEM companies with international famous brand enterprises, high-tech industries there is a deeply relationship of "living together", the Taiwan OEM companies must be constantly enhancing their competitiveness in order to maintain they valuable position that its status can not be replaced, otherwise face the status of cancel the order by customer, or even the fate of being eliminated. The business of OEM was not only in its production technology to keep the leading position, but also need to seek the transformation and upgrading of competitive strategy and technological innovation, in order to avoid being replaced by competitors, and get rid of low-profit competition; therefore, today's risk of OEM business rely on the continuous innovation capability, although early OEM business only needs focused on manufacturing, but as a large number of production run and use specifications of unity, plus information on popular and fast, and specifications become more standardized, it’s no longer a high thresholds and can’t pass through, resulting in the market competition is increasingly fierce. OEM business cannot only rely on go it alone, meant that the OEM business key profit enterprise growth is not only to improve cost management, or process, but also to keep a keen market prediction capabilities and core competencies, and examples from a variety of shows that innovation is the ability to establish long-term stability indispensable primary success factors; HTC from the world famous OEM business of high-end smart phones started, and then transferred to a ODM business, has been to own Dopod brand, and subsequently the brand re-named the HTC; ASUS Computer from PCB OEM in the world, and then transferred to ODM business, has been successfully developed "Eee PC" Netbook (mini Notebook) in 2007, and it was separated PEGATRON (ODM) and ASUS in 2010, PEGATRON officially parted ways with ASUS brand management; these signs appear only when you full build innovation ability to find out the core competitive ability of the direction and focus, you can also decide your positioning and activities in the value-chain of enterprise. When OEM model transfer to ODM model, and gradually took over the value activities in the R&D (Research and Development), the ODM model started independent research and development, which aims to provide brand enterprises more competitive. effective and innovative solutions, and set up the good partnerships with brands companies; therefore, through the case study, and face the challenge era, how to build self innovation by popularity, and establish core competency, from OEM model transfer to ODM model, but also put to the proof of its operating performance, to verify the transformation and upgrading policy that can make a profit of enterprise, and finally provide specific suggestions to enterprises when face on transformation and upgrading situations, I hope it also can be for reference to other OEM companies that they are facing difficulties.

代工廠商承接訂單時，為特定品牌客戶投資各種專屬的設備和人力是普遍存在的現象。相較之下，台灣的代工廠商處於相對弱勢的地位。代工廠商並不容易在交易初期就從品牌客戶端，取得對等的保護機制，故契約的執行的風險也相對升高。但實務上，我們發現台灣的代工廠商在沒有事前保護機制的情況下，卻仍持續為特定客戶投資。如果代工廠商必須先承諾關係專屬投資，才能爭取得到訂單。在沒有事前保護機制的情況下，代工廠商該有那些配套措施，來保護交易關係？ 本研究以代工廠商角度，探討如何透過交易後的保護策略，改變代工廠商與客戶之間的依賴關係。本研究根據交易成本理論和權力依賴理論推論，代工廠商傾向先承諾關係專屬投資，並於交易後採取事後保護策略。事後保護策略有兩類，分別是槓桿策略（資源獲取、擴大客戶範疇）和連結策略（擴大垂直範疇、共同決策與行動）。槓桿策略企圖降低代工廠商的依賴程度；連結策略則會提高客戶的依賴程度。藉由代工廠商與品牌客戶之間的權力變化，進而保護關係專屬投資免於套牢的威脅。 本研究分三個子研究進行，分別為（1）探索性個案研究、（2）關係專屬投資量表發展、（3）問卷調查研究。第一、探索性個案研究發現，不對稱的組織間關係使得代工廠商必須配合品牌客戶的需求而承諾關係專屬投資，但在「小對大」的格局之下，較為弱勢的代工廠商仍有具有生存空間。個案研究發現代工廠商對品牌客戶的投資，除了單一交易的成本與利益之外，還會考量對未來交易以及其他交易對象的影響。所謂「將欲奪之，必固與之」，代工廠商透過關係專屬投資被整合到產業的價值網絡中，換取廠商的生存機會。 第二、關係專屬投資量表發展研究發現，關係專屬投資為一多構面構念，可分為「實體資產投資」、「無形資產投資」和「資產專屬程度」三個次構念。由此可知，關係專屬投資既是一種資產，有助於交易關係之維持；也可能成為負債，限於少數交易的困境。 第三、本研究整合交易成本理論和權力依賴理論，並根據個案研究和量表發展結果，推論關係專屬投資程度、事後保護策略、依賴程度三者之間的關係。問卷調查研究證實，代工廠商對品牌客戶的無形 資產投資會增加代工廠商的依賴程度。但如果代工廠商投資之後，採取資源獲取策略。藉由品牌客戶的背書，提升知名度或市場地位，則關係專屬投資與代工廠商依賴程度之間的關係就會減弱。另外，關係專屬投資也會提高客戶對代工廠商的依賴程度。投資實體資產和無形資產的代工廠商，會藉由擴大服務範疇，與客戶共同決策與行動，來提高客戶依賴程度。 / In original equipment manufacturer (OEM)-supplier relationships, OEM suppliers commonly make investments that are specialized to the requirements of a particular buyer. Taiwanese OEM suppliers are small-medium firms with limited resources and low in market visibility. They are initially in a weak bargaining position, so they have no ability to vertical integrate or demand any kind of ex ante safeguards at all. Knowing that clients may have opportunistic behaviors, suppliers in Taiwan still make relation-specific investments for them without their commitments. How do these suppliers governance the asymmetric interorganizational relationships to avoid falling into the trap predicted by the transaction cost theory? This study takes the view of a supplier, the small party in asymmetric OEM-supplier relationship, who adopts ex post strategies to create inter-organizational dependency with OEMs. According to transaction cost theory and power dependency theory, we argue that OEM suppliers are more likely to make relation-specific investments first and follow by ex post strategies. We model the ex post strategies adopted by OEM suppliers to protect specific investments in asymmetric OEM-supplier relationships by using leveraging strategy (resource acquisition, customer scope) and bonding strategy (vertical scope, joint action). Leveraging strategies will lower the level of suppliers’ dependence on OEMs while bonding strategy will increase the level of OEMs’ dependence on suppliers. We conducted three studies to explore the issues: (1) exploratory case research; (2) scale development of the construct of relation-specific investment; (3) survey research. First, we found that investment decision of small party is beyond the scope of a single transaction. After making relation-specific investments, OEM suppliers redeploy their resources and work closely with their buyers to maintain exiting and future transactions. They also acquire strategic resources from OEMs and apply them to a broader customer base. Second, the concept of relation-specific investment is a multidimensional construct with three sub-dimensions as tangible investment, intangible investment, and asset specificity. Relation-specific investments create an inherent dilemma because they have the potential both to promote and reduce transaction cost for investing parties. Third, we integrated two theories to explore the relationships between relation-specific investment, ex post strategies, and dependency. According to survey results of 146 OEM suppliers in Taiwan, we confirmed the positive relationship between suppliers’ intangible asset investment and their dependency on OEMs. However, if suppliers leverage their clients’ reputations and reposition themselves as first-tier suppliers, they can lower the level of suppliers’ dependency due to their relation-specific investments. On the other hand, the more relation-specific investments suppliers make, the morel likely suppliers would adopt bonding strategy by expanding vertical scope in supply chain and by actively involving in joint decision making. We found that relation-specific investment itself and suppliers’ bonding strategy will increase the OEMs’ dependency on suppliers.