企業動態危機管理之實證研究 -以A公司為例

An Empirical Study of Entrepreneur's Crisis Management – A company as example

陳宏明(Hung-Ming Chen)

指導教授 ： 許嘉文

國立中正大學/管理學院/企業管理學系/碩士(2014年)

摘要

本研究是以企業危機管理的角度做鋪陳，危機管理模式的介紹，提出預測與處理危機的做法；其次，針對危機發生的各個階段，提出應採行的溝通策略；最後嘗試建立危機管理的應變機制，以提供企業在未來因應危機管理之參考。本研究研究目的分述如下：
1. 透過國內外相關文獻及案例彙整，了解危機管理流程目前的發展現況，以及在企業中之應用情形。
2. 根據個案研究結果，以證實危機管理的重要性，並瞭解國內產業對於風險管理的重視程度。

根據個案公司A公司廢水污染事件危機的發展，將A公司廢水污染事件期間劃分為四個階段，分別是危機的潛伏期、爆發期、後遺症期與解決期，透過根據報紙及網路的新聞報導，來瞭解A公司在危機策略選擇上的運用。因此，在經過前述各章的個案探討與文獻的研究後，對危機處理管理各階段及成效獲致以下三點的結論與建議：
1.危機潛伏期：除了事前完善的規劃與準備，組織內成員的危機意識與應變能力，更是危機管理機制成效的關鍵，更應積極從平日運作中去培養員工的危機處理能力，才能落實危機管理機制。
2.危機爆發期：危機是否能夠獲得控制且順利解決，取決於企業與所有利益關係人間的互動與關係的維繫。其中危機攸關的影響點，如快速反應能力、及時準確的決策、面對的困境的不氣餒，制定出危機因應對策，以順利度過危機。
3.危機的解決期：危機後的復甦，很重要的目標就是重塑企業形象，實現企業危機後的振興。企業不僅要“預防”危機，還要勇於面對現實，敢於採取恰當的措施，扭“危”為“機”。

關鍵字

廢水污染事件 ； 危機管理

並列摘要

This thesis is based on the point of view of Entrepreneur's Crisis Management to develop prediction model and processing methods of crisis management. This thesis also provides crisis communication policies to each steps when crisis happened, and also establishes emergency mechanism of crisis management to be references of Entrepreneur's Crisis Management. This study describs details as following:
1.Understand current development of crisis management process and application status of entrepreneurs through sumarization of domestic and overseas documentary and cases.
2.Based on the result of case study, verify the importance of crisis management and understand the emphasis of crisis management of domestic companies.

According to case study, development of A company’s waste water pullotion can be divided into four stages- prodromal stage, acute stage, chronic stage and resolution stage . Understand A company’s operation of crisis management policy through newspaper and internet articles. Therefore, it can provide three suggestions to each stages of crisis management after dicussions of case study and documentary.

1.Prodromal stage: In addition to comprehensive planning and preparation in advance, the effective key of crisisi management mechanism is the crisis awareness and response capability of the organization memebers. In order to implement crisis manangement mechanism, staff shall get crisis management capablility from daily operation tranining agressively.

2.Explosion stage: Whether a crisis can be controlled and successfully resolved, it depends on the relationship and interaction between the organization and stakeholders. Some critical aspects related to crisis management, such as responding quickly, deciding timely and accurately and fighting against dilemma, can help decision-makers set up crisis-responding strategy and overcome the crisis successfully.

3.Resolution stage：An important recovery goal after a crisis is to reshape the corporate image and fulfill business prosperity. A business organization must not only prevent crisis, but also dare to face the reality and take appropriate measures to turn a crisis into an opportunity.

並列關鍵字

waste water pullotion ； Crisis Management

參考文獻

12. 邱強（2002），危機處理聖經，p38。

1. Coombs,W. T., “Choosing the right words: The development of guideline for the selection of the ‘appropriate’crisis-response strategies,” Management Communication Quarterly, 1995, 18(4), 447-476.

2. Coombs,W. T.& Holladay, S. J., “Communication and attributions in a crisis: An experimental study in crisis communication.” Journal of Public Relations

3. Eiserhardt, K., “Building theories from case study research.” Journal of Management Review,14 (4), 523-550.,1989.

4. Fink, S. (1986). Crisis Management: Planning for the Inevitable. New York: American Management Association.