電信公司發展資訊通信科技之個案研究：組織變革觀點

A Case Study of the Development of Information and Communication Technology in the Telecommunication Company：Organizational Change View

歐陽良泓(Liang-Hong OuYang)

指導教授 ： 皮世明

中原大學/商學院/資訊管理研究所/碩士(2007年)

https://doi.org/10.6840/cycu200700204

摘要

數位科技的快速發展，加速資訊通信科技（Information and Communication Technology, ICT）的匯流，也打破傳統通訊傳播產業壁壘分明之界線，為了因應此一發展趨勢，世界各國莫不陸續成立相關管理組織架構，以因應時勢之所需。有鑑於上述環境的演變，電信業及資訊業於近年來積極著手規劃及經營ICT市場，尤其在我國電信業獨佔結構瓦解後，市場競爭更加激烈，造成各家電信公司積極發展ICT服務，以提昇企業競爭力並增裕營收，因此，ICT服務為電信業演進的重要階段，要進入此階段，企業必須規劃完善的組織變革策略。
本研究主要目的即以組織變革為觀察重點，探討電信公司發展ICT服務過程中的影響因素及實際做法，透過相關文件資料收集、深入訪談顧問公司的建議與電信公司的實際發展情況，並參考專家意見，最後分析並歸納訪談結果。
　　經過本研究結果發現，人員、資訊系統發展、組織結構及策略聯盟為影響電信公司發展ICT服務相關因素，在人員技能的需求，應加強專案管理及資訊技術類的課程訓練，並對客戶採取團體服務模式，資訊系統發展方面，以客戶關係管理系統為基礎的整合性銷售服務系統，有助於成本的降低，並快速提昇作業效率，在組織結構上，電信公司從產品導向的組織轉型為客戶導向的組織，主要目的為滿足客戶需求，有效維繫客戶高忠誠度，此外，組織變革的執行力與高層主管支持度有極大的關係。希望藉由本研究分析結果，作為電信公司發展ICT服務的參考依據。

關鍵字

組織變革 ； 資訊通信科技 ； 電信業

並列摘要

Fast development of digit technology, accelerate the information and communication technology（ICT）converge and divided communication industry boundary line, in order to face this trend, countries all over the world all establish institutional framework relevantly successively. Because the development of above-mentioned environments, telecommunication and information industry are set about planning ICT market actively in recent years, especially after the telecommunication industry of our country monopolizes the structure and disintegrates, the market competition is fiercer, lead to the fact Company's positive development ICT of all telecommunication serve, in order to raise the enterprise's competitiveness and increase the revenue. Therefore, the ICT service is the important stage of telecommunication industry, in order to enter this stage, enterprises must plan the perfect organizational change strategy.
The purpose in this paper regard organizational change as point, research into the ICT development in telecommunication company, collect the suggestion of the interview, consult the expert opinion, analyse and sum up the interview result finally.
The result in this paper, personnel, information system develop, the organizational struct and strategic alliance are the factors for influencing the development of ICT in the telecommunication company, in the demand for the skills of personnel, should strengthen the project management and information technologies, and make group to service the customer, in information system development, as the CRM system as the basic merger system can promote the efficiency of the homework fast. Telecommunication Company make the transition for organization that customer lead from organization that products lead, the main purpose maintains customer's high loyalty effectively in order to meet customer's demand. So we suggest the enterprise refer our paper before develop the ICT.

並列關鍵字

Information and Communication Technology ； Telecommunication Industry ； Organizational Change

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