近年眾多的台商企業至中國大陸進行投資活動，利用兩岸互補優勢，降低成本耗費，進一步提高價值創造。而資訊科技（Information Technology, IT）持續進步，使企業在不同國境、區域營運時，仍可維持良好的資訊流傳遞，除能增進不同據點之間的溝通效率與互動效益，並能整合跨地區的價值活動，使作業流程更加省時、順暢。因此台商在兩岸間營運，若能善用IT的便利性與整合性，勢必能夠提升營運效率、減少不必要成本。為達成「台灣接單、大陸生產、全球運籌、世界品牌」目標，IT正扮演著一個關鍵的致能（enabling）角色。 在本研究中以個案研究方法探討五家台灣企業的跨兩岸分工模式，再提出適用的資訊科技架構作為分析框架，探討跨兩岸資訊科技應用情形，並分析外在環境異質性對跨兩岸資訊科技應用的影響。研究發現包括：台商企業在兩岸間營運多以一般水平分工模式為主，皆存在企業功能分工現象，使兩岸據點間產生大量溝通、協調與合作需求，需以IT進行輔助；IT相關決策多由台灣總公司IT部門主導，各據點電子化程度差異不大；應用系統或資料伺服器可分置兩岸或集中在台灣總公司；選擇委外廠商推動跨兩岸資訊科技應用時，多考慮與台商或外商合作，尚未有與中國大陸當地業者合作的情況；多選擇統一使用繁體中文，以減少資料格式或名詞定義不一致的問題；中國大陸據點多設有IT部門，但僅負責日常維護與問題回報工作，IT主管皆為台灣所派遣，其他則聘用當地人才；兩岸IT人員存有部份差異，需採取不同管理方式與風格因應；「網路通訊」、「安全機制」與「人員」為較關鍵的要素；兩岸政府政策與法令制度、社會文化與習慣差異，對跨兩岸資訊科技應用有較顯著的影響。本研究亦探討台商在跨兩岸資訊科技應用所遭遇的挑戰，並提出適當建議，其後則針對過往相關研究進行異同比較。 期望本研究產生之研究結果，可提供學術界與實務界對此議題有更深入的瞭解。對已進行跨兩岸分工營運、或即將採取此方式的台商企業，則盼能提供決策者些許建議與參考價值。

由於全球化營運的趨勢，許多企業皆邁向跨國的經營模式，組織的層級與規模隨業務需要逐漸擴大，導致對於整合與控制企業資源、企業流程和資訊系統的需求日益增強。不但必須了解國內外企業的所有資源與營運狀況，還需將所有資源加以整合，並整合上下游成為一個完整的供應鏈模式，以能即時提供對企業有利的資訊供決策之用。而企業經營面對的競爭也是全球性的，更快速地反應市場及客戶需求，或是更流暢地與上、下游廠商溝通，都是企業必備的條件，但這樣的理想便需要透過作好組織內部的企業資源規劃（Enterprise Resource Planning，ERP）來達成；亦即良好的企業資源規劃為供應鏈有效運作之基礎。 因此國內企業也逐漸體認企業資源規劃系統的重要性，尤其面對全球化競爭、組織扁平化、產業知識快速擴散與新科技對企業的衝擊，國內各企業無不全力投入提升企業競爭力的行列，對於企業資源規劃系統的需求也就日益增加。但目前國內尚無適合台灣企業本土化的導入方法，可作為企業資源規劃系統導入實施的步驟依據，故而提出一套能適合國內企業導入企業資源規劃系統的方法實為當務之急。 有鑑於此，本研究透過文獻探討蒐集彙整的方式，以瞭解成功導入企業資源規劃系統之方法；接著，利用模式推導方式，提出一適合國內企業導入企業資源規劃系統的參考模式及建議；再者，本研究將以半導體產業之IC製造業為例，對事先選定的個案公司透過深入訪談、實際觀察、文件及檔案資料收集等方式，輔以非結構化問卷進行個案研究；最後，藉由個案研究所得之結論，針對之前所提之參考模式加以修正，以供國內半導體產業之IC製造業的借鏡，並作為未來導入企業資源規劃系統之參考。 / For the trend towards global operations, the business models of many enterprises become in international style, and the organizational hierarchies and sizes of these enterprises are also becoming expanded. Therefore it extraordinarily needs to integrate and to control the business resources, processes and information systems of an enterprise to overcome these changes. To reach this goal, an enterprise must draw up the right enterprise resource planning (ERP). And also, a right enterprise resource plan is the basis to integrate its upstream and downstream as to be an efficient and effective supply chain. To face the worldwide competition and new information technologies striking, many enterprises in Taiwan are growing to realize the importance of implementing ERP systems to enhance their competition capabilities. Although the demand of implementing ERP systems is becoming great, it lacks a model of implementing ERP systems for the enterprises in Taiwan. Therefore, to provide a suitable model for the Taiwan’s enterprises is a task of the urgency at present. In this research, firstly we survey the existing models for the implementation of information technology applications and ERP systems. Secondly, we study the operating characteristics of the enterprises in Taiwan, and propose a preliminary model of implementing ERP systems for the enterprises in Taiwan. Finally we analyze the properties of IC manufacturing industry and visit an IC manufacturing enterprise as to be our real study case to get its implementation experience, and use this information to revise our preliminary model. The model proposed in this thesis could be used as a reference model for the IC manufacturing enterprises to implement their ERP systems.

長久以來，企業核心競爭能力早已被公認是企業獲利以及維繫的驅動者，對於服務業當然也不例外。為了有效生存於現今惡劣的商業環境，服務業必須維護其服務能力之成熟度，以使用者為服務的核心，並以消費者的需求為服務的出發點。唯有以客戶為本，才能使企業永續經營，故台灣服務業若要加入國際市場營運，企業服務能力將扮演一個相當重要的角色。 隨著人類壽命的延長、以及關心個人健康的中產階級崛起，健康檢查已逐漸成為新全民運動。由於市場龐大與需求旺盛，為了服務有健康意識且經濟條件佳的客群，全台醫院和專業診所紛紛設立健康管理中心，提供燈光美、氣氛佳、餐點好、服務親切的健檢環境，其中不少醫院更是砸下重金，重新改造內部裝潢與購買最新式的檢查儀器。因此，高階健檢產業如雨後春筍般的蓬勃成長。 本研究認為，為了實現更高的服務品質，高階健康檢查事業應適當的進行商業流程再造。藉由不斷地改善流程，企業得以回應並滿足顧客的需求，增加企業服務顧客的能力，持續提升服務品質。因此，本研究引用服務企業流程模式的架構，以高階健康檢查事業為研究對象，主要的研究問題分為三大部分：一為適用高階健康檢查事業的服務能力評量模式發展，其二為編輯符合實務用詞的流程領域描述說明，其三為提供高階健康檢查事業品質成長的參考軌跡。 本研究之結果，定義了高階健康檢查事業服務能力等級與成熟等級之表述方式，主動性的給予被評鑑機構一個品質提升的建議與參考的軌跡。本研究設計一套『高階健康檢查事業服務能力成熟度之自我評鑑與改善建議系統』，協助高階健康檢查事業自我評量服務成熟等級，並提供透過資訊科技應用來提升等級的建議。透過階段性的資訊科技應用採納，可妥善配置資訊科技採納進程並編製預算執行順序，來強化醫療照護服務的能力成熟度等級。 / Core competitiveness of enterprise has long been recognized as the driver of profits and sustainability of a business. Service industry is certainly in no exception. In order to effectively survive in today's harsh business environment, services business must maintain its maturity of service capabilities, treat consumer as the core of the services and serve the consumer need as the basic of services. Such consumer-oriented strategy is the key to ensure the long term prosperity of business. It is also essential to Taiwan's service industry for her successful operations in international market. With the extended human lifespan, as well as the rise of the middle class with concern about personal health, health checkup service has become a new national sport. In order to serve customers, who have health-conscious mind and favorable financial affordability, hospitals in Taiwan provide specialized clinics and health management centers. They offer soothing lights and good atmosphere as well as healthy meals and friendly services. Such reformation in health checkup business has seen vigorous market growth and received significant investment on both medical equipment and interior remodeling of examination facility. This study suggests that in order to achieve a higher quality of advanced health checkup service, adequate business process reengineering should be carried out as per need. With constantly improving processes, the service unit would be able to respond and fulfill the customer needs, increase the customer service capacity of the enterprise, and continue to improve service quality. Therefore, this study adapts service business process model as research framework and chooses advanced health checkup business as the research subject. The main research questions are divided into three parts: first is developing a service capability evaluation model for advanced health checkup business; second is editing descriptions of process areas in line with practical terms; third is providing a roadmap of advanced health checkup business to improve their service quality. Results of this study helps to define the capability level representations and maturity level representations for advanced health checkup business. It could proactively provide suggestions to and also be adopted as a reference roadmap for service quality improvement by the evaluated companies. This study also implements a “self-evaluation and improvement recommendation system for advanced health checkup service capability maturity level”, which assists advanced health checkup business to self-assess the maturity level of service capability, and provide recommendations to enhance the level through IT applications. Through the stage-wise IT application adoption, it could properly arrange IT adoption schedule, prepare budget execution order and strengthen the maturity level of health care services capability.

二十一世紀是講求通路效率及服務的年代，半導體材料及設備通路商在產業中所扮演的角色越趨重要，加上網際網路與資訊科技的蓬勃發展，對於企業而言，如何應用資訊科技技術以改善對顧客的服務並增加顧客的滿意度，已經成為每個成長中的企業所重視的課題，而介於半導體上游原物料及設備製造商與下游相關半導體製造商間的通路商，主要即在取得原廠的銷售代理權並整合銷售及售後服務等工作，將代理的產品透過服務達到加值，使得上游製造商可以專注於材料及設備的研發與製造，而通路商本身則透過對下游半導體製造業提供良好的服務品質，以創造下游顧客的滿意度，進而提高顧客的忠誠度。因此，如何透過資訊科技的應用及優越的服務品質，來提升顧客的滿意度，進而使顧客具有忠誠度，已經成為以強化整體銷售服務來創造競爭力的通路商所必須重視的課題。 本研究即在探討半導體材料及設備通路產業之資訊科技應用對於服務品質及顧客滿意度之影響，更進一步探討服務品質對顧客滿意度與顧客忠誠度的影響。因此，本研究以國內半導體材料及設備通路商為研究對象，對其資訊科技應用、服務品質、顧客滿意度及顧客忠誠度做一整合驗證性的研究，並利用線性結構相關模式(LISREL)來探討四個構面間的關係，在半導體材料及設備通路產業中，所得到的結論如下： 一、資訊科技應用對服務品質有顯著的正向關係。 二、資訊科技應用對顧客滿意度不具顯著的正向關係。 三、服務品質對顧客滿意度有顯著的正向關係。 四、服務品質對顧客忠誠度不具顯著的正向關係。 五、顧客滿意度對顧客忠誠度有顯著的正向關係。 / 21 Century is the time for the emphasis on the channel efficiency and services and the roles of the semiconductor distributors in semiconductor material and equipments industry have become more and more important as a result. Due to the flourish developments in the internet and information technology, how to make good use of the information technology in order to improve the service for the customers and further increase the customers’ satisfaction is the crucial issue to any growing enterprises. The semiconductor distributors mainly act as the sale agents of the semiconductor material and equipments industry and provide the function to integrate the sale and after-sale services. By doing so, it has increased the value of the products through these services. In addition, it makes the manufacturers of the upstream in the semiconductor material and equipments industry concentrate on the R&D and manufacture field. On the other hand, the semiconductor distributors themselves have focally developed the customers’ satisfaction and further enhanced the customers’ loyalty by providing great service quality. Therefore, how to elevate the customers’ satisfaction and own the customers’ loyalty through the application of information technology and excellent service has become a must for the semiconductor distributors that would like to reinforce their aggregate sale services in order to have competition advantages. This paper addresses the influences of the information technology application on the service quality and the customers’ satisfaction of the semiconductor distributors in the material and equipments industry. Moreover, it further investigates the influences of the service quality on the customers’ satisfaction and the customers’ loyalty. This paper uses the semiconductor distributors in Taiwan as the research targets and makes a completed discussion on the information technology application, service quality, customers’ satisfaction and customers’ loyalty. Besides, there are following conclusions by using the linear structural model to exam the correlations among four aspects. 1.There is a significant positive correlation between information technology application and service quality. 2.There is an insignificant positive correlation between information technology application and customers’ satisfaction. 3.There is a significant positive correlation between service quality and customers’ satisfaction. 4.There is an insignificant positive correlation between service quality and customers’ satisfaction. 5.There is a significant positive correlation between customers’ satisfaction and customers’ loyalty.