水清無魚？由資訊系統促使的企業流程變革

Can Fish Survive in Pure Water? An IT-driven Organizational Change

怪獸公司為一健身器材通路商，大環境改變、公司的成長及流程效率不彰，公司決定導入ERP並進行流程再造。最後公司藉由ERP的即時處理對銷貨流程進行優化。然而制度與流程的變革雖防止了怪獸公司的各種弊端，卻引發員工的離職潮。企業希望藉新系統的導入重新整合流程，然組織改變常導致人員反抗，因此成功的系統建置需要做好變革管理。本個案公司為改造流程，導入ERP系統，卻打擊業務人員的銷售動機，使公司面臨決策困境。東方朔提及「水至清則無魚」，制度過度追求合理化可能帶來反面的效果。藉本個案討論讓學生了解資訊系統的建置與流程變革的關係及流程合理化可能引發的負面影響，企業必須衡量正反面的衝擊，在效益與風險中取得平衡。

Monsters, Inc. is a distributor of fitness equipment. Due to the inefficiency of business processes and external environment change, Monsters suffered serious problems. The firm decided to reengineer business process by ERP implementation. Enabled by the real-time information and synchronous process of ERP system, Monsters optimized its business processes. While organizational change prevented a variety of drawbacks in sales process, it limited the incentive of sales persons at the same time. Firms hope to reengineer business processes by introducing an information system. The change could lead to a new power structure, resulting in internal resistance to the change. Therefore a successful information system requires careful change management. Triggered by the ERP implementation, the case company rationalized its business process in the same time. The change, however, negatively impacted on the motivation of sales persons, making the company facing a dilemma. As mentioned in Dong Fang Shuo Biography, “no fish can survive in pure water,” which means excessive pursuit of system rationalization may have negative results. This case helps students to understand why build an information system may lead to a business process change, and how the change may arise negative impacts to the organization. Firms must evaluate the pros and cons of the change and get a trade-off between risk and return.