半導體設備產業客戶服務委外分析—以A公司為例

Abstract

伴隨著全球半導體市場環境的快速變遷，企業進行委外服務一直是被管理者視為節省營運成本、轉移風險及解決資源不足的重要決策方案之一；對半導體設備產業來說，是否能明確的掌握客戶服務委外的市場供需以及技術與服務狀況，已成為企業經理人在變動且競爭的市場週期中所需面對的重要議題。 探究過去相關文獻發現，學者鮮少以半導體設備客戶服務委外來進行相關研究。本研究係針對半導體設備客戶服務委外進行分析，並全球最大的半導體設備商A公司進行個案研究，針對服務品質、市場供需以及人員與技術三領域展開探討，並透過半導體設備業、委外供應商以及晶圓廠客戶三大對象群的深度訪談進行深入的分析。 透過本研究的訪談分析與探討，掌握並了解半導體設備商在12吋機台的客戶服務委外的營運策略與市場供需狀態，以及所延伸出的委外風險利弊後，進而歸納整理出更為完善並可調解市場供需失調的營運機制，以強化半導體設備商的企業經營績效及企業競爭力，並可計畫性的培植本地委外供應商的專業能力，提升客戶滿意度，創造多贏的企業營運機制，並尋求三贏的委外模式。

With the rapid changes in global semiconductor industry, outsourcing is considered as one of the major solutions in cost reduction, risk transfer and flexibility in resources management. In this competitive and changeable market, it is an important issue regarding how to get over the supply and demand in outsourcing market of semiconductor equipment, as well as the technology and services qualities. Researching the existing related papers, there were few ones discussing the customer services outsourcing in semiconductor equipment. This paper illustrates one of the largest semiconductor equipment companies -“A Company” as a case study and proceeds with many profound interviews within three groups of semiconductor equipment, outsourcing vendors, and wafer fab customers to analyze the services outsourcing, particularly on the dimensions of supply and demand, employees and skills, and services qualities. Finally, through this paper, a better business model which can regulate the disorder of supply-demand in market and professional capabilities fostering of local vendors in a planned way is concluded. The model is expected to strengthen the competitive capabilities of equipment companies and enhance performances and customers’ satisfactions. As the result, the model of a triple-winning in services outsourcing could be established.