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    题名: 電源供應器業者客戶關係,協同合作與經營績效關係之研究-以F公司為例
    The association study among customer relationship, collaboration and business performance : a case study of F corporation
    作者: 朱建龍
    Chu, Chien Lung
    贡献者: 李易諭
    朱建龍
    Chu, Chien Lung
    关键词: 電源供應器
    客戶關係
    協同合作
    經營績效
    Power Supply
    Customer Relationship
    Collaboration
    Business Performance
    日期: 2017
    上传时间: 2017-03-01 17:07:02 (UTC+8)
    摘要: 摘 要
    電源供應器產業屬於電子零組件的一環，設計是在PCB上面，依照線路，使用合適零件，再組裝而成，所以也可以說是成品。但對下游應用端來說，電源供應器是整個產品其中的一個零件，因此，與其說電源供應器是零件、成品，不如說是配件來的恰當。既然是配件的角色，客戶關係好壞與否，便是重點。而如何進一步跟客戶協同合作，共創雙贏，並反映在經營績效上，更是企業營運優劣的關鍵。因此，本研究以客戶關係、協同合作與經營績效偽主軸，並以個案公司實際運作為例，探討三構面間的關係。
    本研究採用的是文獻分析法、個案研究法以及訪談法。先針對研究三構面進行過去的文獻資料的探討與分析，以電源供應器產業的F公司，及其客戶為主要訪談對象，依照相關理論的步驟與項目，進行與研究主題相關的資料搜集。將訪談資料整理後，陳述與個案相關的事實於本文相關章節中，並在文末做出總結。
    本研究的結論有三，(1) B2B供應鏈裡，客戶關係有時是規格與價格以外的重要因素。而協同合作在成本降低、合作彈性、品質管理以及採購上都有顯著的幫助；(2) 電源供應器業者可以在研究下游客戶產品的解決方案後，率先提出合適規格的產品，並在相關領域產業中，主動出擊，搶得先機；(3) CPFR 是供應鏈管理中，協同合作部分裡，很重要且實用的工具。


    關鍵詞：電源供應器、客戶關係、協同合作、經營績效
    Power supply belongs to electronic components. From the design, it can be finished goods as well. But for the downstream clients, the power supply is one of the parts for their product, so, rather than the power supply is a part, finished good, as it is appropriate accessories. Since it is the role of accessories, it’s important the customer relationship is good or bad. And how to further cooperation with customers to create a win-win situation, and reflected in the business performance, is also the key to the pros and cons of business operations. Therefore, this study takes the customer relationship, collaboration and business performance as the main axis, and takes the actual operation of the case company as an example to discuss the relationship between the three faculties.
    This study uses literature analysis, case study and interview. The research and analysis of the past literatures on the study of the three-faceted facets are carried out. The F-company in the power supply industry and its clients are the main interviewers. According to the steps and projects, the relevant information collection is carried out. After reviewing the collected data, put into the relevant sections and article. Then, makes conclusion and sums up in the end.
    There are three conclusions in this study. First, in B2B supply chain, customer relationship is more important factors than spec and price sometimes. Second, the power supply suppliers can study product solutions from the customers and find out the appropriate specifications models first. Take the initiative and grad the initiative. Third, CPFR is very important and practical tool in collaboration in the supply chain management.
    參考文獻: 參考文獻
    一、中文部分
    1. 王俊傑 (2009)。電源供應器銷售通路商研究-以國內個案為例 (碩士論文)，崑山科技大學。
    2. 李欽漳 (2009)。台灣交換式電源供應器廠商策略族群與績效之研究 (碩士論文)，國立台灣大學。
    3. 林家宏 (2011)。電子元件材料短缺下之採購行為-以電源供應器產業為例 (碩士論文)，銘傳大學。
    4. 柯婉婷 (2015)。工業用交換式電源供應器產業人員銷售流程中製造商之業務人員與經銷商、客戶之間衝突管理之研究-直接通路與間接通路個案比較(碩士論文)，輔仁大學。
    5. 陳志明 (2008)。研發槓桿度與企業經營績效之實證研究-以台灣地區之電源供應器產業為例 (碩士論文)，國立高雄應用科技大學。
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    8. 郭國振 (2010)。工廠績效與新產品企劃、行銷管理、研發管理之相互關係研究-以國內電源供應器產業為研究對象 (碩士論文)，國立成功大學。
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    13. 廖志祥 (2012)。電源供應器產業供應鏈管理流程改善之研究 (碩士論文)，世新大學。

    二、英文部分
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    4. Atkinson, A. A., Waterhouse, J.H. and Wells, R. B. (1997). A stakeholder approach to strategic performance measurement. Sloan Management Review Spring, 25-37.
    5. Brignall, T. J., Fitzgerald, L., Johnston, R. and Silvestro, R. (1991). Performance Measurement in Service Businesses, London: CIMA.
    6. Cao, M. and Zhang, Q. (2012). Supply Chain Collaboration: Roles of Inter-organizational Systems, Trust, and Collaborative Culture. ME, USA, Springer.
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    8. Chen, I. J. and Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology, Business Process Management Journal, 9(5), 672-688.
    9. Dillenbourg, P. (1999). What do you mean by Collaborative learning? Collaborative-learning：Cognitive and Computational Approaches. 1-19. Oxford：Elsevier.
    10. Ehrbar, A. (1998). EVA: The real key to creating wealth. New York: John Wiley & Sons.
    11. Eisenhardt, K. M. (1989). Building Theories From Case Study Research. Academy of Management. The Academy of Management Review, 14(4), 532-550.
    12. Evans, H., Ashworth, G., Gooch, J. and Davies, R (1996). Who needs Performance Management? Management Accounting, Dec., 20-25.
    13. Fletcher, H. D. and Smith D. B. (2004). Managing for value: Developing a performance measurement system integrating EVA and the BSC in strategic
    planning. Journal of Business Strategies, 21(1), 1-17.
    14. Gilaninia et al. (2011). The role of Relationship Marketing in Customer Orientation Process in the Banking Industry with focus on Loyalty. International Journal of Business and Social Science, 2(19), 155-166.
    15. Greenberg, P. (2002). CRM at Speed of Light: Capturing and Keeping Customers in Internet Real Time. Osborne: McGraw-Hill. 5-13, 13-15, 33-34, 38-42.
    16. Greenberg, P. (2009). CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers. McGraw-Hill.
    17. Kaplan, R. S. and Norton D. P. (1996a). The Balanced Scorecard: Translating Strategy into Action, Boston: Harvard Business School Press.
    18. Khaligh et al. (2012). The Impact of CRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector. International Journal of Business Management, 7(2), 150-162.
    19. Kurtzberg, T. R. and Amabile, T. M. (2001). From Guilford to Creative Synergy: Opening the Black Box of Team Level Creativity. Creativity Research Journal, 13, 285-294.
    20. Lee, C. Y., Kou, T. C. and Wei, C. F. (2014). Exploring the Effect of Product Type Differences on R&D Outsourcing and Knowledge Sharing in High-Tech Industry. International Journal of Business and Management, 9(2), 80-90.
    21. Lin, T. (2001). 10C Model of CRM. NSYSU working paper.
    22. Lyer, K. N. S. (2011). Demand Chain Collaboration and Operational Performance: Role of IT Analytic Capability and Environmental Uncertainty. Journal of Business and Industrial Marketing, 26(2), 81-91.
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    24. Mohammed, A. A. and Rashid, B. B. (2012). Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. International Review of Management and Marketing, 2(4), 220-230.
    25. Parker, H. (2000). Inter-firm collaboration and the new product development process. Industrial Management & Data Systems, 100(6), 255-260
    26. Patrick, O. O. (2012). Moderating Customer Relationship Management (CRM) To Enhance Firm Performance Through Continuous Product Development. Australian Journal of Business and Management Research, 2(1), 01-08.
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    三、網頁部分
    1. MasterLink Security Corporation。產業景氣循環分類。取自 http://www.masterlink.com.tw/stock/chanye/chanyeL05.aspx
    2. MBA智庫百科。CPFR。取自 http://wiki.mbalib.com/zh-tw/CPFR
    3. MBA智庫百科。平衡計分卡。取自 http://wiki.mbalib.com/zh-tw/平衡计分卡
    4. MBA智庫百科。訪談法。取自 http://wiki.mbalib.com/zh-tw/访谈法
    5. MBA智庫百科。鑚石理論。http://wiki.mbalib.com/zh-tw/波特钻石理论模型
    6. ROHM。Thermal Printheads, KD2004-CF10A。取自 http://www.rohm.com.tw/web/taiwan/products/-/product/KD2004-CF10A
    7. 飛宏科技官網。Energy Efficiency Standards。取自https://www.phihong.com/support/green-zone/index.php
    8. 維基百科。五力分析。取自 https://zh.wikipedia.org/wiki/五力分析
    描述: 碩士
    國立政治大學
    經營管理碩士學程(EMBA)
    103932055
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0103932055
    数据类型: thesis
    显示于类别:[經營管理碩士學程EMBA] 學位論文

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