| Summary: | 碩士 === 逢甲大學 === 工業工程與系統管理學研究所 === 97 === Under the competition for globalization and Customer-oriented approach, strengthening the effectiveness of the overall industry value chain is one of major research topics including the related topics of each sub-chain (i.e., chains of design, manufacturing, and service). However, service chain is near to the market, and the design and manufacturing are based on customer requirements. Considering service quality and customer satisfaction and taking them as a front-end business objective, the interaction index and interaction capability for service chain to interact with other sub-chains should be concurrently developed. The learning benchmarking of service chain then can not only be selected, but also interaction capability training plan can be made to promote the efficiency of enterprise value chain.
In this research, the interaction index of service providers, represent the service chain, to interact with other sub-chains, were deployed to study the related interaction capability training planning. According to the literature study, the interaction capability of service providers was determined after confirming the interaction index. The performance of service providers then can be measured by Data Envelopment Analysis. Also, the learning benchmarking can be selected for other service providers to learn. Certainly, each service provider will know their own insufficiency of interaction capabilities. A series of the training courses then can be planned for strengthening the related skills.
According to the cases simulated to demonstrate the necessary procedures, the feasibility and the ability to analyze the insufficiency of interaction capability were shown. A feasible training plan can be determined to improve the performance of service providers. The overall effectiveness of the enterprise value chain then can be enhanced.
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