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研究生： 林佑生
WIDAGDO - JASON
論文名稱： 整合SEE與CMMI-SVC之新創公司服務創新方法
A service innovation method by integrating SEE and CMMI-SVC for start-up firms
指導教授： 王孔政
Kung-Jeng Wang
口試委員: 王淑娟
Shu-Chuan Wang
郭人介
Ren-Jieh Kuo
學位類別： 碩士
Master
系所名稱： 管理學院 - 工業管理系
Department of Industrial Management
論文出版年： 2015
畢業學年度： 103
語文別： 英文
論文頁數： 110
中文關鍵詞： 服務體驗工程 、CMMI-SVC 、新創公司 、行動商務 、APP
外文關鍵詞： SEE, CMMI-SVC, start-up firms, e-commerce, Mobile APP
相關次數： 點閱：282  下載：9 
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    • 服務必須不斷進行創新，以保持客戶的滿意度。但是，現有的服務創新架構如何設計並沒有考慮改善流程的品質。 本研究結合服務體驗工程和CMMI-SVC ML2，以開發新的創新服務，並提高服務架構的品質。本研究案例為開發和部署服務創新之流程，通過校園內行動商務的應用及提供更好的校園商品代購服務。在FIND 和INNOnet階段中了解客戶的需求與設計服務模式。實施框架包括 PoC，POS和POB，以保證其服務的可行性。 此研究的結果是：（1） 結合SEE和CMMI-SVC ML2，提出一項服務創新架構; （2）校園銷售商品的行動商務應用案例。

    Service should continually be innovated to improve customer satisfaction. This study reviews the literature from 1995 to 2014 in the field of service innovation, service experience and engineering, and maturity model. Results show that the existing service innovation framework lacks focus on quality process improvement, particularly for start-up firms. We propose a framework that combines the Service Experience Engineering method and Capability Maturity Model of Integration for Service to develop a new innovative service and improve service quality process for start-up firms.
    The research was followed by conducting a case study that applied the proposed framework. The case study focuses on developing and deploying the service innovation process to deliver a better campus merchandise purchasing service through campus mobile e-commerce application. FIND and INNOnet phase is conducted to understand the customers’ needs and to design the service model. Finally, an implementation framework that consists of PoC, PoS, and PoB, is proposed to improve the services’ quality process such that one can assure its service feasibility and financial viability, before and after it is officially launched to the market.
    The results of this research are two folded: (1) a proposed service innovation framework that combines SEE and CMMI-SVC; (2) a case study of mobile e-commerce application for selling campus merchandise. This research makes an important contribution from methodological and practical viewpoints.

    Abstract ii Acknowledgments iv Table of Contents vi List of Figure viii List of Table x Chapter 1 INTRODUCTION 1 1.1 Research background and motivation 1 1.2 Research objective and procedure 3 1.3 Research Scope 4 1.4 Organization of Thesis 4 Chapter 2 LITERATURE SURVEY 6 2.1 Literature Citation Network 6 2.2 Service Experience Engineering 15 2.2.1 Service design 18 2.2.2 Service experience 19 2.3 Capability Maturity Model Integration for Service 21 Chapter 3 METHOD 26 3.1 FIND 29 3.2 INNOnet 30 3.3 Design Lab 31 3.4 Living Zone 33 3.5 Support Process Area 33 Chapter 4 CASE STUDY: CAMPUS MOSHOP 35 4.1 Case background 35 4.2 FIND: Mobile e-commerce for selling campus merchandise 37 4.2.1 Customer Demand: Campus Merchandise 37 4.2.2 Technology Opportunities: Mobile e-commerce 39 4.3 INNOnet: Campus MOSHOP 41 4.3.1 Service Design and Customer Journey 41 4.3.2 Service Value Chain and Entities Relationship 43 4.3.3 Network Service Innovation Platform and Service Prototype 45 4.4 Design Lab: PoC and PoS 46 4.4.1 Service Blueprint 46 4.4.2 Organizational structure 48 4.4.3 Service model design and verification 49 4.5 Living Zone: PoB: Business Model and Implementation Framework 56 Chapter 5 CONCLUSION 59 5.1 Summary and Contribution 59 5.2 Future research 60 REFERENCES 61 APPENDIX I Service Innovation Article’s Summary (30 LCS) 68 APPENDIX II Service Innovation Article’s Summary (100 LCS) 71 APPENDIX III CMMI Abbreviation 81 APPENDIX IV CMMI-SVC - Target Profiles and Equivalent Staging 83 APPENDIX V CMMI-SVC – Process Area Category 84 APPENDIX VI SG and SP of CMMI-SVC Maturity Level 2 85 APPENDIX VII Campus MOSHOP APP – Use Case Diagram 89 APPENDIX VIII Campus MOSHOP – User Interface 90 APPENDIX IX Financial Projection 98

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