區域資訊中心成功關鍵因素之探討 - 以外商信用卡資訊中心為例

The Key Factors to be a Successful Regional Information Center – Sample of Foreign Bank's Credit Card Regional Information Center

郭康(Ken Kuo)

指導教授 ： 林耀欽

元智大學/資訊學院/資訊管理學系/碩士(2007年)

摘要

本研究是探討本土資訊部門想要成為一個企業的區域資訊中心的幾個重要成功的關鍵因素，透過此研究的深入探討，發掘出目前國際化的潮流下，台灣資訊環境所俱備的優勢與劣勢。本研究的主要研究問題包括下列兩項：
1. 地方資訊部門轉換為區域資訊中心，最主要的成功關鍵因素為何？
2. 在全球化經營的態勢日益明顯下，台灣目前的資訊中心扮演跨國企業區域資訊的優勢與劣勢為何？
研究選用以個案分析的方式，以AB銀行台灣信用卡資訊中心為研究對象，希望能更深入瞭解學生所提之四個成功關鍵因素的重要性，探討此四個因素如何影響地方資訊部門在轉換成為企業的區域資訊中心時的成敗。
此研究結果發現此四個成功關鍵因素組織架構、服務標準協議，系統變更需求流程管理及上線管理各自影響的因子：
1. 影響組織架構成敗的因子 - 複雜組織的管理 、人才的獲取、語言與溝通能力、責任與角色分配。
2. 影響服務標準協定成敗的因子 - 各國法規條文的瞭解程度、制定出公平能滿足不同國家的合約內容、條文的完整性、與能提供正確及時的服務報告。
3. 影響系統變更需求流程管理成敗的因子 - 如何能有效與公平的分配有限的資源、需求變更的時效性、如何能達到流程簡單化與標準化。
4. 影響上線管理成敗的因子 - 嚴格的品管把關制度、完備的排程規劃。
針對上述問題深入探討後，所得研究結果，可提供其它企業經理人或資訊高階主管若有計劃將現有地方性的資訊部門轉換為區域資訊中心時的參考。

關鍵字

組織架構、服務標準協議、系統變更需求流程管理、上線管理

並列摘要

This research is investigation what are important successful key factors while the local information center request to convert into a regional information center, through this thorough study that research, dig out to internationalize currently, Taiwanese information environment advantage and disadvantage. The main questions of this research includes following 2 items:
1. What are the key success factors while local information center convert into regional information center?
2. How does Taiwan to construct a regional information center have ability to support globalization business? What is the basic ability for this center should have?
This research chooses individual case analytical way, selected AB bank Taiwanese credit card information center for research target, to prove go deep into more to understand the importance of four success key factors that the student raised, inquire into this how these four factors influence the success or failure to convert information center in the local of becoming the regional.
This research found these four success key factors in Organization、 Service Level Agreement、Change Request Process、Release Management affect respectively of factors:
1. Influence the factor of success of the Organization – The management in complicated organization, Talent acquired, language and communicate ability, responsibility and role assign.
2. Influence the factor of success of the Service Level Agreement -The understanding in each support country regulations, draw up equity can satisfy the integrity of the contract content, clauses integrity and provide a qualify and comprehensive quality periodically.
3. Affect the factor of success the Change Request Process - How ability is valid and fair of assign a limited resource, efficiency, how can reach process flow to standardize simply.
4. Influence up the factor of Release management success - The strict quality control, complete scheduling.

According to above-mentioned problem gains research after going deep into the study result, can provide other business executives or Chief of Information if have plan to convert the existing local information center into regional information center reference.

並列關鍵字

Organization、Service Level Agreement、Change Request Process、Release Management

參考文獻

[6] 許維澤，(2002)，資訊委外採用ASP 模式之成功關鍵因素，元智大學資訊管理研究所碩士論文，11-12頁，2002年7月。

[1] Allen S. Lee (1989), A Scientific Methodology for MIS Case Studies, MIS Quarterly, p.32-50 。

[3] D. Goldstein; I. Benbasat; M. Mead (1987), The Case Research Strategy in Studies of Information System, MIS Quarterly, Vol.11, No3, p.369-386 。

一、中文部份：

[1] 林存德〈2000〉，許委外一個未來，資訊與電腦，104-110頁，2000年4月。