晶圓代工與其客戶間的夥伴關係-從客戶服務的觀點

Abstract

隨著愈來愈多廠商投入晶圓代工產業，如何與客戶建立夥伴關係，是晶圓代工廠在競爭日趨激烈的環境中，建立競爭優勢的關鍵之一。

因此，本研究主要是在探討：有哪些因素能反映與顧客間的夥伴關係；晶圓代工與其顧客間所呈現的夥伴關係；管理上的意涵，如何與客戶建立良好的夥伴關係。

研究結果顯示，夥伴關係的成功與否，可由溝通行為、互相依賴的程度、夥伴關係的基本屬性等構面上， 在不同的客戶、生產指標、以及客戶與代工廠的各類關係呈現出來。研究結果符合夥伴關係連續帶的觀點，從價值鏈的角度也反映出代工廠與客戶間的關係往往會受其終端客戶的影響。

依據研究結果，本研究建議：組織上，應建立可彈性的處理客戶需求的機制；針對不同客戶及其不同階段的屬性，應了解其特性，滿足客戶真正的需求。最後，本研究的研究構面可作為與客戶間關係診斷的參考。

The formation of a successful partnership between wafer foundry suppliers and their customers has become an important way for the suppliers to maintain their competitive advantage.

The objective of this research is to study the characteristic of the partnership; the partnership between wafer foundry suppliers and their customers; and the insight into how to better manage these relationship to ensure success

Results indicate that the primary partnership success factors are: communication behavior, level of interdependency, and partnership attributes. It also indicate that the level of how these factors affect the partnership formation are varied from the attribute of customer, the operation output, and those special contracts between firms. In addition, from the value chain point of view, the result also shows that some of the end customers are also affecting the relationship between firms.

Based on the study, the research suggests that a timely response and flexible decision making system is essential for the foundry supplier; the research also suggest that only with the fulfillment of what customer is really looking for can reach a successful partnership formation, and it should be reviewed at different stage of the relationship between firms.