| Summary: | 碩士 === 國立交通大學 === 經營管理研究所 === 92 === In the recent years, IC industry in Taiwan has been rising and flourishing, and Taiwan has therefore become the primary semiconductor manufacturing country in the world. At the same time, it drives the demand of semiconductor equipment market growing up widely, and makes Taiwan become one of the primary semiconductor equipment markets in the world. The semiconductor equipments are very expensive, so they must work effectively to enhance productivity and quality of products. When the auto-equipments are running, they must keep working normally. Even if they breakdown without anticipating, they should be repaired as soon as possible, so the after-sale repairing service is very important. Therefore, the key factors to enhance the service level and the critical survival condition for equipment suppliers are well after-sale services and the repairing system.
The research methods of this thesis contain literature analysis, depth interviewing, secondary data analysis and case study. We choose a well-known leadership in semiconductor equipment industry as a study case to find out the core activities for after-sale service which they could emphasize, and then build the framework of the best practice for the after-sale service system. The framework of this thesis was divided into three levels those were seven after-sale service items, sixteen critical service quality indicators and some practical action programs respectively. The research probing into the experiences of successful firm makes the other ones to understand how to provide good service quality for the customers on the process of supplying after-sale services, and help them to promote the market shares and advantageous positions.
Other related companies could study the factors of success which benchmark business have achieved, and then draw up the references for the issues of after-sale services. These references will help the companies to accelerate the control ability over carrying out after-sale services, increase the satisfaction of the customers and reduce the probability of failure in executing after-sale services. Therefore, the errors in the guiding principle and the target could be avoided to reduce the flowing away of customers and ameliorate low performance.
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