中文摘要
随着经济全球化的进一步发展，服务外包得到了越来越多企业的青睐。服务外包
是指依据服务协议，将某项服务的持续管理或开发责任授权给第三者执行。服务外包
就是指企业为了将有限资源专注于其核心竞争力，以信息技术为依托，利用外部专业
服务商的知识劳动力，来完成原来由企业内部完成的工作，从而达到降低成本、提高
效率、提升企业对市场环境迅速变化的应变能力，并优化企业核心竞争力的一种服务
模式。一些业内领先企业开始了由第三方服务企业提供服务的努力，通过第三方服务
企业的专业服务，更好地提升服务管理的绩效水平。

QC 公司是一家全球知名的无线电通信技术研发和移动芯片设计芯片公司，主要
为 3G /4G 移动设备制造商提供用于手机和平板电路等移动电子设备的芯片。随着公
司出货规模的持续扩大而产生的不良芯片失效分析需求的增加，其客退不良芯片分析
能力遇到了挑战，为此，QC 公司与第三方芯片失效分析服务商 IST 公司和全球领先
的 CRM(Customer Relationship Management )客户关系管理软件服务商 Salesforce 合
作，开始了由 IST 公司负责提供本地化的芯片分析服务，Salesforce 提供前段客户不
良信息的采集，记录后期分析结果及通知客户。论文在分析 QC 公司客退不良芯片分
析服务存在问题的基础上，为 QC 公司设计了第三方服务外包方案，对该方案的实施
做了较为详细的描述，并对该方案的实施效果，即经验和不足进行了分析，为中国半
导体芯片设计公司提供了有益的经验和借鉴。

关键词：服务外包，客户关系管理，芯片失效分析
作 者：李殿生
指导教师：周华明

ABSTRACT
Many companies are facing to provide the service to their customers in global.
Outsourcing is authorizing the management or development of product to the 3
rd
party.
Outsourcing service means the company focus on their key competitive area by transferring
some internal job to outsourcing 3
rd
party. It can save both resource and cost to improve their
competitive in the field. Some of leading company have started to use outsourcing 3
rd
party’s
service already to improve the management performance.
QC Technology is a global leading fabless company in CDMA technology and provide
the IC chipset for 3G/4G mobile and tablet customers. To meet the high volume
requirement of IC from global 3G/4G mobile device market, QC Technology set up local
supporting team to manage the chip quality at each customer site but still have high pressure
on the growing up of shipment volume. QC Technology work with 3rd party FA lab IST and
CRM software provider Salesforce to manage the field return IC information collection, case
recording, FA progress update and final notification of the FA report to customer. Via the
problem analysis of QC Technology failure analysis service to customer, finally develop the
outsourcing solution for QC Technology. By optimizing the whole progress, we get very
useful lessons which will help Chinese IC design house on their customer service and quality
improvement.
Keywords: Outsourcing, CRM(Customer Relationship Management) , Chip Failure
Analysis
Written by LiDiansheng
Supervised by ZhouHuaming