本研究以台灣半導體產業鏈中特有的IC檢測服務業作為個案研究主題，探討個案企業現行的商業模式並為其導入服務藍圖工具，協助相關的利害關係人清楚掌握服務流程的現況與服務失效點，弭補過去在提升服務品質方面無法以整體服務流程的角度來進行宏觀管理的缺憾。藉由失效模式與分析工具來探討服務失效點，並提出改良的競爭者分析服務藍圖，兩個服務失效項目「接案人員案件進度掌握不佳」及「接案人員與顧客專業溝通不良」在評估過改良作法並實際導入改善行動後，成功的將失誤率分別降低了73% 及80%。本論文也剖析「逆向工程分析」服務背後的顧客需求，提出建議的創新商業模式，作為個案企業長期發展的參考方向。個案公司內部預期本研究的服務失效改善能增加客戶對於個案企業的信任度與忠誠度，並且將加快服務進行之整體時效一至二成，可望顯著的降低企業的營運成本。

The semiconductor industry in Taiwan has demonstrated astonishing growth in the past thirty years and is currently one of the major IC producers in the world. This thesis takes IC verification and analysis enterprise which is a unique professional service firm within Taiwan’s semiconductor supply chain as a case study to investigate its business model and the quality of service. This study first constructs currently service blueprint of IC verification and analysis firm, figures out nineteen service failures, then adopts FMEA tools to prioritize the risk of these fail items. By taking the finding from the FMEA into consideration, the study recommends a reformed service blueprint to enhance the service quality as well as the customer satisfaction and loyalty. Two selected fail items have been proved to achieve 77% reduction of service failure rate by executing several effective actions. The study also proposes a business model innovation for the IC verification and analysis firm for long term business development.

第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 1
1.3 研究目的 2
1.4 論文架構 2
第二章 文獻探討 4
2.1 服務經濟 4
2.2 技術服務業 5
2.3 服務品質 9
2.4 服務科學 10
2.4.1 服務藍圖 11
2.5 失效模式與分析 14
2.5.1 結合FMEA與其他品質工具 17
第三章 研究方法 19
3.1 顧客需求分析 19
3.2 情境分析 20
3.2.1 商業模式 20
3.2.2 服務藍圖 21
3.2.3 失效模式與分析 (FMEA) 22
3.3 服務設計 24
3.4 成效評估 24
第四章 個案研究 26
4.1 顧客需求分析 26
4.1.1 台灣半導體產業發展 26
4.1.2 IC檢測服務產業發展 28
4.1.3 個案企業介紹 30
4.1.4 IC檢測服務企業服務內容介紹 30
4.1.5 利害關係人地圖 32
4.2 情境分析 35
4.2.1 IC檢測服務企業之現行商業模式 35
4.2.2 現行服務藍圖 40
4.2.3 服務失效分析 48
4.3 服務設計 56
4.3.1 改良式服務藍圖 56
4.3.2 商業模式創新 58
4.4 成效評估 59
4.5 小結與討論 62
4.6 研究限制 63
第五章 結論與未來研究發展 65
5.1 結論 65
5.2 未來研究方向 66
參考文獻 67
附錄 76

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