晶圓代工客戶支援關鍵成功因素之研究-以某晶圓廠為例

Abstract

本研究以臺灣某晶圓代工公司的客戶支援人員及其客戶為研究對象，使用因素分析法探討晶圓代工公司客戶支援部門的關鍵成功因素。透過文獻分析整理，彙整出客戶支援服務的各項構面並據以擬出問卷進行調查，再經由專家前測與正式問卷兩階段調查後，以因素分析法作問卷結果整理、檢定與分析，最後萃取出五項關鍵成功因素分別為；即時的處理、良好的應對、專業的技能、可信賴的形象及熟知晶圓產業的知識。一方面可提供本研究個案公司的客戶支援服務單位瞭解其優劣勢並加以發揮或改進，另一方面也可以應用到其它相關產業，讓企業與客戶之合作模式有共同目標及更有效率。

This thesis is mainly focused on analyzing and finding the key success factors for Customer Support (CS) units of IC foundry companies with Factor Analysis Approach. The personnel of the customer support department as well as their customers of a leading Taiwanese IC foundry company are used as research objects. First of all, filtered and listed all the possible factors by searching and analyzing from related theses and journals, then further filtrated the factors by two-stage questionnaire method. After collecting, analyzing, statistical testing and summarizing the data from the questionnaires with Factor Analysis Approach, 5 major key factors were extracted and named as: Prompt response, Decent reaction, Professional skills, Credibility and Comprehensive knowledge about IC industry. The results of this research not only can help the customer support department in this case to well use their advantages and improve their disadvantages, but also can be applied to other relevant enterprises or industries to share the common target with customers and cooperate more efficiently.