由企業核心能力的觀點探討銀行業的IT組織設計： 以A銀行個案為例

Abstract

銀行業是高度資訊化的產業，每年投資在IT的比重非常高，但根據Gartner研究調查顯示，整體IT部門績效並未真正受到CEO的高度肯定。IT對銀行來說是關鍵資源及關鍵活動，也是企業重要的核心能力。銀行擁有雄厚的IT資源，但面對數位化浪潮、新興科技普及造成顧客行為的改變、利用科技力量進行商業模式的創新等，應該有不錯的表現才對，但實際情形並非如此。不少新創公司和平台業者，正以極快速度搶食銀行的業務，並顛覆銀行的經營思維和模式。 銀行對IT投入的資金和資源並不缺乏，但IT績效的展現卻不如預期，這是一個值得探究的議題。麻省理工學院教授Peter Weill和Jeanne W. Ross提出了IT治理決策框架，探討IT治理和企業績效表現的關係，企業具備有效的IT治理模式，其獲利績效表現較一般企業高出20%。有關IT治理和管理機制，一些機構也制訂出框架和標準，如COBIT 、ITIL、ISMS等，期能提供IT運作一套可供遵循的機制。 一項制度的實施，最終仍需透過組織和人員來執行，企業文化和組織運作模式，對制度實施成效有很大影響。本研究透過個案深入分析，以實際運作情形，探討銀行業IT組織設計和運作模式對企業核心能力的影響，透過個案企業內部意見調查和管理資訊的回饋，進行觀察結果的整理。研究結果發現，適當的IT治理機制和組織設計，能有效提升IT與業務發展策略契合度和IT績效，但組織變革也會對企業帶來不同的挑戰。

Banking is a highly information-oriented industry, the proportion of annual investment in IT is very high, but according to Gartner research shows that the overall performance of the IT department has not really been highly appreciated by the CEO. IT is key resources and key activities for banks, but also business critical core competencies. Banks with strong IT resources, but the face of the digital wave, caused by the new technology change customer behavior, the use of new technology on business model innovation, Banks should have a good performance but actually not. New companies and platform operators snatch the bank's business at a very rapid pace, and subvert the bank's business and thinking mode. This is a topic worth exploring, the IT investment of bank is no shortage of resources, but the IT performance is not as expected. MIT Professor Peter Weill and Jeanne W. Ross proposed an IT governance decision-making framework. Companies with effective IT governance have profits that are 20% higher than other companies pursuing similar strategies. Some Organizations have also developed a framework and standards related to IT governance and management mechanisms, such as COBIT, ITIL, ISMS, etc. Implementation of the system still needs to be performed through the organization and personnel. Corporate culture and organizational mode of operation, has a great influence on the effectiveness of implementation of the system. Through in-depth analysis of the case, to investigate the effect of bank IT organization design and mode of operation of the enterprise core competence. Survey and feedback information through the case of internal advice, the results found that the appropriate IT governance and organizational design can effectively improve IT and business strategy and IT performance fit. Organizational change will also bring different challenges.