• Business Excellence Model for 3C Service Industry in Taiwan: A Study of Establishing Readiness Indicators of Service Science, Management and Engineering

Abstract

The relationship between service industry and economic growth is always the core issue in modern service economics research. How to evaluate the productivity and innovation of service is the key point to solving this problem. Business in pursuit of excellence will need successful indicators and a systematic approach. The concept of service science, management and engineering (SSME) is an emerging interdisciplinary approach that combines fundamental management and engineering theories. Service science is the study of how to use scientific methods and principles to manage the service organizations, processes and resources to improve service functionality and cost. The purpose of this study is to analyze the appropriate scientific readiness indicators for the post-sale service industry of 3C products and the relative weights of these readiness indicators. The Delphi techniques and the Analytical Hierarchy Process (AHP) were used to collect and analyze data and to establish the

readiness indicators of service science. The research results cover 12 readiness indicators in five aspects, including finance, customers, processes, learning growth and human system. In addition, an assessment of the relative weights of the indicators using the AHP has found that post-sale service by service stations is the first priority approach that should be implemented. The objective is to help organizations construct SSME readiness and establish effective service processes, thus enabling them to stay competitive in a rapidly changing business environment. This could help managers make an objective assessment of the organization’s internal consistency, enhance their employees’ ability to accommodate external environmental change and maintain the organization’s competitive strength.

Keywords: Service Science Management and Engineering (SSME), Balanced Scorecard Card (BSC), Delphi Method, Analytical Hierarchical Process (AHP)