首頁 / 雜誌 / 產業與管理論壇 / 202109 (23:3期) / 中國高科技園區服務品質機能展開及提升研究:結合AHP、QFD和TRIZ方法之應用
中文篇名

中國高科技園區服務品質機能展開及提升研究:結合AHP、QFD和TRIZ方法之應用

英文篇名

Research on the Development and Improvement of Service Quality Function of Chinese Science & Technology Parks: The Application of AHP, QFD, and TRIZ Methods

作者

施信佑謝天

中文摘要

在中國,科技園區是科技企業入駐的首選之地,隨著「服務經濟」時代的到來,科技園區的專業化服務提出了高要求。科技園區涉及複雜的策略聯盟、團隊合作、政商關係和客戶需求,故科學的服務產品設計,是提升科技園區專業化服務水準的必需手段。現有文獻主要集中於產業集群等領域,較少研究專業化服務體系,科技園區營運者缺乏可參考的理論文獻依據。為此,本研究將在新產品開發領域卓有成效的品質機能展開法、層級分析法和萃智理論引入園區服務業中。品質機能展開法從顧客滿意的角度識別出服務產品需要改進的品質特性以及品質特性間的關係;層級分析法依據重要性將各類服務合理排序;萃智理論則透過定義設計中的物理矛盾和技術衝突,創造性地解決矛盾。最後,利用多項於服務業的適用性,共同為科技園區的專業化服務提供建議。

本研究透過訪談和座談,大量調研了以江蘇省為代表的多個科技園區。研究發現,園區位置、建築成本、配套服務的有效性、資源整合、政府關係和產業升級是客戶最關心的服務指標,而細化流程、動態調整和預算優先是解決服務矛盾的主要手段。多種方法的聯合運用,避免了服務設計過程的盲目性和隨意性,推動科技園區能力的提升。

英文摘要

In China, science & technology parks are the first choice for science & technology enterprises. With the advent of the era of “service economy”, higher requirements are put forward for the professional services of science & technology parks. Science & technology parks involving complex strategic alliances, teamwork, government- business relations, and customer needs. Therefore, it is necessary for science & technology parks to design professional services through scientific methods. Existing literature mainly focused on the industrial agglomeration of science & technology parks, but few studies discussed the professional service system that they could or should provide. So, the operators of science & technology parks lack theoretical literature for reference. This study employs quality function deployment (QFD), analytic hierarchy process (AHP), and Teoriya Resheniya Izobreatatelskikh Zadatch (TRIZ) theory into the service system of science & technology parks. QFD identifies the quality features of services that need to be improved from the perspective of customer satisfaction. AHP ranks various services as priority according to their importance. TRIZ creatively resolves conflicts by defining physical and technical conflicts during the service processes. Make use of the applicability of the service industry to jointly provide suggestions for the professional services of the science & technology park.

In this study, a large number of science & technology parks in JiangSu, China, were empirically investigated. The results suggest that the location of the parks, the cost of construction, the effectiveness of services, resource integration, government relations, and industrial upgrading are the most important service indicators for customers; while optimizing processes, dynamic adjustments, and budget priority are the main means to resolve service conflicts.

The integrated application of QFD, AHP, and TRIZ methods in the service of science & technology parks can effectively avoid the blindness and arbitrariness of the service design process and enhance the capabilities of innovation for the management of science & technology parks.

關鍵詞

服務品質科技園區品質機能展開產業服務萃智service qualityscience & technology parkquality function deployment (QFD)industrial serviceTeoriya Resheniya Izobreatatelskikh Zadatch (TRIZ)

刊名

產業與管理論壇

期數

202109 (23:3期)

起訖頁

004-030

出版單位

工業技術研究院產業科技國際策略發展所

DOI

10.3966/199582342021092303001  複製DOI   DOI查詢

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