電子銀行發展對企業流程創新與移轉影響之探究

An Exploratory Study of the Development of Electronic Banking on Business Process Innovation and Migration

現今企業處於以能力為基的競爭環境，競爭之關鍵在於企業流程。因此企業策略的發展必須界定出重要與具競爭力的流程，並透過有效管理，發揮較佳的流程績效與能力，以建立競爭優勢。過去研究顯示企業流程的改善與變革與資訊科技具密切關係，而電子銀行即為運用資訊科技創新所進行銀行業務電子化的一項重要新服務系統。但是學術界卻甚少深入探究，銀行業在面對電子銀行的發展，應如何策略性地重新思考與改變企業流程在競爭策略上的定位，亦即如何進行企業流程的創新與移轉，重新調整與界定企業流程的地位及其重要性，以強化其在企業整體策略上所應扮演的角色，呼應與支援整體策略的推動與變革，而得以建立組織持久性的競爭優勢。本研究採探索性研究法，首先依據文獻探討歸納出企業流程從競爭策略的角度可分成兩種不同類型，包括競爭流程與基本流程，其中基本流程，並以價值鏈觀點再細分成主要基本流程與次要基本流程兩種。其後透過個案研究，有系統的收集個案銀行的初級與次級資料進行整理與分析，並獲致兩項研究命題，且建構出電子銀行發展對企業流程創新與移轉影響模式，以提供銀行業電子化決策之參考。

In the competition-based environment, business processes are the key of competition for business. Past researches revealed the closely relationship between the improvement and change of business process with information technology. In recent years, the development of electronic banking is a new banking service derived from the innovation of information technology. Previous research has paid insufficient attention to the integration of both the development of electronic banking and business process innovation and migration. The case research approach was adopted to explore the issues. As literature review and research structure were established, data collection and analysis ware undertaken in order to develop the research propositions. Major findings of research are: (1) two propositions were acquired, and (2) to establish a strategic model of the development of electronic banking on business process innovation and migration. According to the results provide that organizations effectively use limited resources to enhance the performance of e-business.