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題名：物聯網開發平台經營策略暨服務創新之研究
作者：陳苔青
作者(外文)：Chen. Tai-Ching
校院名稱：國立嘉義大學
系所名稱：企業管理學系
指導教授：吳泓怡
學位類別：博士
出版日期：2020
主題關鍵詞：物聯網開發平台；經營策略；服務創新；Kano二維模式；萃思法；Internet of Thing (IoT) development platform；Business strategy；Service innovation；Kano model；Theoria Resheneyva Isobretatelskehuh Zadach (TRIZ)
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隨著全球物聯網(Internet of Things, IoT)蓬勃發展，物聯網應用類型與方式日趨廣泛，企業面臨少量多樣化的顧客需求，紛紛採取不同策略，以尋求新的成功商業模式，但是物聯網應用迄今尚未出現標準，致使物聯網開發平台之競爭愈趨激烈。物聯網具有開拓新市場與改變企業競爭地位的能力，故發掘並確實掌握物聯網開發平台策略選擇關鍵要素，提供滿足顧客需求之服務創新，則愈顯重要。鑑此，本研究主要建構以滿足顧客需求為導向之經營策略選擇關鍵要項評估暨服務創新分析模式，以有效提升物聯網開發平台顧客滿意及營運績效。本研究透過文獻彙整分析，進行四階段專家問卷調查：第一階段運用Kano二維模式針對物聯網開發平台顧客需求要素做屬性歸類；第二階段利用模糊德菲法(Fuzzy Delphi Method, FDM)篩選物聯網開發平台策略選擇關鍵要項；第三階段應用品質機能展開(Quality Function Deployment, QFD)結合灰關聯分析(Grey Relational Analysis, GRA) ，進行顧客需求要素與策略選擇要項關聯性分析，即以顧客需求為導向之策略選擇關鍵要項進行優先排序；第四階段運用萃思法(TRIZ)針對優先關鍵之物聯網開發平台經營策略評估要項，發展出適合物聯網開發平台服務創新設計之解決方案。經研究分析結果發現，可大幅提升顧客需求之「魅力品質」要素包括「客製化」、「數據分析」、及「異構連結」共三項，可作為物聯網開發平台最佳競爭武器。而以顧客需求為導向的物聯網開發平台經營策略選擇關鍵最優先的三項是「技術的攸關性」、「市場可行性」、及「技術的實用性」。最後，本研究應用TRIZ服務創新法則發展物聯網開發平台解決方案；即依重要物聯網開發平台關鍵經營策略要項，建構TRIZ服務創新法則綜合分析矩陣。本研究所提之分析模式除能提供物聯網開發平台經營者作為發展服務創新之實務應用外，亦可作為物聯網開發平台使用者（顧客）評選與政府相關單位政策制定重要參考。
The Internet of Things (IoT) is on the rise, and the types and methods of IoT applications are becoming more and more widespread. In view of the rapid development of the IoTs industry and the diversification of customer needs, enterprises have adopted different integration strategies in order to seek a successful business model. However, there has not been a consistent standard so far, and the competition for the integration of the IoT development platform (briefly, IoT platform) has become increasingly fierce. IoTs has the ability to open up new markets and change the competitive position of enterprise technology. Therefore, it is increasingly important to discover and precisely grasp the key factors affecting the strategy selection of the IoT platform and provide innovative services to meet customer requirements, so as to effectively reduce costs and increase profits. This study focuses on constructing an analytical model of business strategy selection and service innovation based on customer satisfaction analysis of the IoT platform to effectively enhance customer satisfaction and operational performance. Based on the synthesis of literature review, four stages of expert questionnaire surveys were conducted. In the first stage, the Kano model was used for the attribute classification of customer requirements (CRs) of IoT platform. In the second stage, the fuzzy Delphi method (FDM) was employed to screen the critical strategies of IoT platform. In the third stage, quality function deployment (QFD) combined with grey relational analysis (GRA) were applied to prioritize the key business strategies of IoT platform by relationship analysis among customer requirements and strategies. In the fourth stage, according to the TRIZ 40 innovation principles, innovative service solutions were developed to serve as important references of improvement of business strategy making and promotion of service quality for the IoT platform. According to the analysis results, “Customization”, “Data analysis”, and “Heterogeneous connection” are classified as “Attractive” factors that can greatly increase customer satisfaction, which can be adopted as the best competitive weapon for IoT platform. Moreover, the three most priorities of IoT platform strategies for customer requirements are “Technology relevance”, “Market feasibility”, and “Technical practicability”. Finally, this study developed the solutions applying TRIZ service innovation principles with illustrative examples as well as established a comprehensive analysis matrix of TRIZ service innovation based on the selected key strategies of IoT platform. The proposed analysis model can not only provide business operators of IoT platform as practical applications for developing innovative services, but also serve as an important reference for the selection of IoT platform for users (customers) and the formulation of relevant policies for government.
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