數位轉型的趨勢下，組織架構與資訊委外策略探討-以個案公司CRM平台為例

Abstract

以往的資訊系統化，是將傳統紙本作業轉為系統標準作業，以提高效率為主要目的，如ERP系統建置，同產業的業務流程大致相同，故委外資訊顧問可以將成熟解決方案在短時間內透過專案的形式在客戶端實施。 近年的數位轉型，並沒有標準答案，A公司的解決方案，並無法直接套用在B公司上，每間公司的文化、組織、產品及顧客都會影響解決方案的效益，必須透過不斷的合理化找出當下最適解決方案，並不斷的透過PDCA持續調整。經營者及公司組織內所有成員須具備足夠的數位轉型能力及持續創新的文化，透過長期的經驗累積打造出企業的護城河。但持續的合理化過程中，當企業當下資訊能力及人力資源備置不足以因應該需求時，該如何策略性地透過委外資訊廠商的協助，幫助企業持續不斷的優化流程及收集更多數位資料以強化本身企業的核心能力，將是本研究探討的主要議題。依研究分析，委外專案的失敗率非常高，主要原因為無法掌握專案需求、及缺少高階經理人的參與，本研究將依個案A公司的案例來研究該公司如何設計組織架構以提升組織內部數位力，並策略性的與委外資訊廠商合作，達到其企業轉型及數位轉型的目標。

In the past, the systemization of information was simply converting traditional paper operations into IT systems, with the main purpose of improving efficiency and accuracy. For example, The ERP system. The business process of the same industry is roughly the same. So external IT consultants can implement the mature system solution in a short period. But now, there’s no standard IT system solution that can completely fulfill enterprise digital transformation goals. For example, Company A’s digital transformation solution cannot be directly applied to Company B. The company’s culture, organization, products, and customers will affect the effectiveness of the solution. It’s necessary to find the most suitable solution through continuous rationalization. And continuously adjust through the PDCA approach. Executive and all members of the organization must have sufficient digital transformation capabilities and continuous innovation mindset, Those capabilities can build a corporate moat through long-term experience and knowledge accumulation. However, in the process of continuous rationalization, when the organization’s information technology capabilities and human resources are insufficient to meet the needs. How to strategically outsource the project to vendors, continuously optimize the business process and leverage valuable digital data are important. Eventually, those actions will strengthen the core competencies of the enterprise. According to the research analysis, the failure rate of outsourcing projects is very high. Mainly due to the inability to gather the project requirements and the lack of participation of the senior management team. This thesis will use a case study of company A to analyze how the company designs the organizational structure to develop its digital transformation capability. Besides, will analyze how the company strategically cooperates with external vendors to achieve its corporate and digital transformation goals.