Abstract
The semiconductor industry in Taiwan has demonstrated astonishing growth in the past thirty years and is currently one of the major IC producers in the world. This thesis takes IC verification and analysis enterprise which is a unique professional service firm within Taiwan’s semiconductor supply chain as a case study to investigate its business model and the quality of service. This study first constructs currently service blueprint of IC verification and analysis firm, figures out nineteen service failures, then adopts FMEA tools to prioritize the risk of these fail items. By taking the finding from the FMEA into consideration, the study recommends a reformed service blueprint to enhance the service quality as well as the customer satisfaction and loyalty. Two selected fail items have been proved to achieve 77% reduction of service failure rate by executing several effective actions. The study also proposes a business model innovation for the IC verification and analysis firm for long term business development.