在現今快速變遷的社會經濟下，為增加企業利潤，建立或持續改善服務品質，提升顧客滿意度，強化顧客的忠誠度，是如今企業在市場如戰埸的競爭環境下，與競爭對手能夠做區別的關鍵因素。由於個案公司新設計案件資訊取得緩慢，新產品推廣落後於市場與競爭對手，客戶生產組合需求回覆時效過長，流失獲得訂單機會，此外基板報廢數過高增加成本，綜合以上缺失易降低客戶滿意度。
本研究依循英國設計協會所提出的雙鑽石模型服務設設計方法，新建立「業務查詢平台電子系統」，改善新基板新組合設計完成後，業務行銷同仁獲得訊息，由原先的通知斷點，變更為由系統自動通知，其週期由約4週降低為10分鐘，提前業務行銷同仁推廣業務的行程;客戶生產組合需求，由原先需透過其他部門同仁且二次查詢後才能獲得完整資訊，轉變為業務行銷同仁自行上系統且一次解決查詢資料，回覆效率提升96.67%;基板即將過期，由原先只通報客戶，轉變為查詢原基板組合，加入新晶片再利用，報廢數由服務設計前平均半年的4,417,169單位封裝顆數，降低至468,416單位封裝顆數;經由以上的改善，符合客戶的需求，客戶滿意度由原平均24.38%提升至84.31%，不滿意度由原平均27.57%降低至0%。

In this rapidly-changing modern society, establishing or continuously improving the service quality to promote customer satisfaction and strengthen customer loyalty would be a key factor to distinguish from the other competitors in today's competitive marketing environment. The realization of new product will lag behind the market and competitors due to late response to customers' production portfolio demand. To solve this issue, this research applies double diamond model to establishes a new "Business Inquiry Platform Electronic System", which can improve and promote the business in advance because the sales colleagues receive the information of the new substrate and new combinations such as breakpoint and cycle time from around 4 weeks to 10 minutes. The response efficiency increased by 96.67% due to the completed information of customer requested combinations can be displayed almost in real time. The customer satisfaction has been increased from an average of 24.38% to 84.31%, and dissatisfaction has been reduced from an average of 27.57% to 0% by reason of the above improvements and conforming the customer request.

摘要 I
ABSTRACT II
誌謝 III
目錄 IV
圖目錄 VI
表目錄 VIII
第一章 緒論 1
1-1 研究背景 1
1-2 研究動機 2
1-3 研究目的 4
1-3-1 增加業務的推展 4
1-3-2 即時回覆客戶需求 4
1-3-3 降低基板報廢壓力 4
1-3-4 提高客戶滿意度 4
1-4 論文架構 5
第二章 文獻回顧探討 6
2-1 服務設計方法 6
2-2 服務品質 10
第三章 研究方法 14
3-1 探索 15
3-1-1 問題聲明/脈絡訪查 16
3-1-2 放聲思考法/同理心地圖 17
3-1-3 使用者旅程地圖 20
3-2 定義 22
3-2-1 使用者側寫圖 22
3-2-2 關鍵要素分析圖 23
3-2-3 願景錐 24
3-3 發展 25
3-3-1 設計觀點(POV)與我們可以如何(HMW) 26
3-3-2 腦力激盪法與6-3-5法 27
3-4 執行 28
3-4-1 設計準則-願景原型 29
3-4-2桌上演練與結構可用性測試 30
3-4-3設計前後服務藍圖 31
第四章 個案分析 33
4-1 K公司簡介 33
4-2現況問題描述 34
4-3研究小組成員 35
4-4探索需求 36
4-4-1問題聲明/探索訪談 36
4-4-2放聲思考法/同理心地圖 38
4-4-3使用者旅程地圖 40
4-5定義 42
4-5-1使用者側寫圖 42
4-5-2關鍵要素分析圖 44
4-5-3願景錐 45
4-6發展 46
4-6-1設計觀點(POV)與我們可以如何(HMW) 46
4-6-2 腦力激盪法與6-3-5法 47
4-7執行 49
4-7-1設計準則-願景原型 49
4-7-2桌上演練與結構可用性測試 51
4-7-3設計前後服務藍圖 53
4-8 成果確認 57
4-8-1 業務的推展 58
4-8-2 即時回覆客戶需求 59
4-8-3 基板報廢量 60
4-8-4 客戶滿意度 61
4-8-5 其他成果 64
第五章 結論與建議 65
5-1結論 65
5-2 研究限制 66
5-3 未來研究方向 66
參考文獻 67
英文文獻 67
中文文獻 72
網路資源 73
附錄一 75
附錄二 80
附錄三 81

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