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研究生: 徐心維
Hsin-Wei Hsu
論文名稱: 機器人與它們的誕生—迎接自動化的來臨
The birth of robots — embrace the coming of automation
指導教授: 朱宇倩
Yu-Qian Zhu
口試委員: 黃世禎
Sun-Jen Huang
羅天一
Tain-Yi Luor
學位類別: 碩士
Master
系所名稱: 管理學院 - 資訊管理系
Department of Information Management
論文出版年: 2022
畢業學年度: 110
語文別: 中文
論文頁數: 48
中文關鍵詞: 機器人流程自動化RPA科技組織環境架構任務科技適配模式
外文關鍵詞: Robotic Process Automation, RPA, Technology-Organization-Environment Framework, Task-Technology Fit Model
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市場調查和分析報告指出,機器人流程自動化(Robotic Process Automation, RPA) 可以將重複性、有規則性且流程繁瑣的流程自動化,以模仿人類行為並釋放人力專注於更高價值的任務,這些特性將帶來下一波流程自動化的浪潮,也將對組織績效產生積極的影響。

企業在產業競爭壓力下,無不透過轉型或採用新科技等方法,試圖讓企業可以獲得競爭優勢,進而超越對手。而以導入新科技的方式進行,則需要進行評估是否適合自身企業或業務特性,又與現有系統是否搭配,企業所需的資源或成本能否帶來一定程度的效益,管理高層是否能理解並支持。種種因素都影響著企業在採用新科技時的決定。實際導入後對業務流程的影響,是否對同仁在任務上有所幫助,這也是本研究要探討的內容。

本論文採用哈佛式個案研究方式進行,研究個案公司在導入RPA時受影響的因素,使用科技組織環境架構分析導入RPA時三種構面分別受到何種影響及造成的效果。以任務科技適配模式探討RPA特性與個案公司的業務流程之間,在導入後對績效的影響。


Digital transformation is not exclusive to some specific companies, but all enterprises in the digital era. But how to transform efficiently is the key, and Robotic Process Automation (RPA) plays a simple yet effective role to start the first step.RPA is a software technology that emulates human actions interacting with digital systems and software, which makes it easier to end repetitive tasks and make digital transformation a reality.

Under the pressure of industry competition, companies are always trying to gain a competitive advantage and surpass their competitors by transforming or adopting new technologies. The introduction of new technologies requires an assessment of whether they are suitable for the characteristics of the enterprise or business, whether they are compatible with existing systems, whether the resources or costs required by the enterprise can bring a certain degree of benefit, and whether the senior management can understand and support them. All of these factors influence the decision to adopt new technology. The actual impact on business processes after implementation and whether it helps colleagues in their tasks are also the subject of this study.

This paper adopts a Harvard business school cases method to examine the factors affected by the company’s adoption of RPA. With the Technology-Organization-Environment Framework to analyze the impact and effection of the adoption of RPA. A Task-Technology Fit Model is used to explore the impact of RPA on the performance of the case company after the introduction of RPA.

摘要 I Abstract II 誌謝 III 目錄 IV 表目錄 V 圖目錄 VI 壹、個案本文 1 一、開始 1 二、制式且緩慢的工作流程 1 (一)強制險 1 (二)水險 2 三、誕生 5 四、採用—機器人與流程的選擇 6 五、孕育的過程 12 六、加速與滲透 15 七、進化 16 貳、教學指引 17 一、個案總覽 17 二、教學目標 18 三、學員課前討論 20 四、個案人物背景 21 五、個案分析 22 (一)科技-組織-環境架構 23 (二)選擇因素 24 (三)任務科技適配模式 28 (四)個案公司流程與RPA適配 30 六、教學建議 34 七、板書規劃 36 參考文獻 37

英文文獻
1.Asatiani, A., Penttinen, E., 2016. Turning robotic process automation into commercial success - case OpusCapita. Journal of Information Technology Teaching Cases, 6(2), 67–74.
2.Christian Flechsig, Franziska Anslinger, Rainer Lasch, 2021. Robotic Process Automation in purchasing and supply management: A multiple case study on potentials, barriers, and implementation. Journal of Purchasing and Supply Management, 28(1), 100718.
3.Dwivedi, Y., Schneberger, S., & Wade, M., 2011. Information Systems Theory: Explaining and Predicting Our Digital Society. New York: Springer
4.Goodhue, D.L. and Thompson, R.L., 1995. Task-technology Fit and Individual Performance. MIS Quarterly, 19(2), 213-236.
5.Kosmol, T., Reimann, F., Kaufmann, L., 2019. You'll never walk alone: Why we need a supply chain practice view on digital procurement. Journal of Purchasing and Supply Management, 25(4), 100553.
6.Lo Suk Yee Lana (2021). Adoption of Robotic Process Automation: Company Perspective on Back Office Processes. College of Business, City University of Hong Kong. Doctor Thesis.
7.Morgan, R.M. and Hunt, S.D., 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
8.Porter, M.E. and Millar, V.E., 1985. How Information Gives You Competitive Advantage. Harvard Business Review, 63(4), 149-160
9.Pillai, Rajasshrie & Sivathanu, Brijesh. 2020. Adoption of artificial intelligence (AI) for talent acquisition in IT/ITeS organizations. Benchmarking: An International Journal. ahead-of-print. 10.1108/BIJ-04-2020-0186.
10.Shi, D. and Daniels R.L., 2003. A Survey of Manufacturing Flexibility: Implications for e-Business Flexibility. IBM Systems Journals, 42(3), 414-426.
11.Syed, R., Suriadi, S., Adams, M., Bandara, W., Leemans, S.J.J., Ouyang, C., ter Hofstede, A.H., van de Weerd, I., Wynn, M.T., Reijers, H.A., 2020. Robotic Process Automation: Contemporary themes and challenges. Computers in Industry, 115(2), 103162.
12.Tiago Oliveira, Manoj Thomas, Mariana Espadanal, 2014. Assessing the determinants of cloud computing adoption: An analysis of the manufacturing and services sectors. Information & Management, 51(5), 497-510.
13.Tornatzky, L.G., & Fleischer, M., 1990. The Processes of Technological Innovation. Lexington, MA: Lexington Books.
14.Van Slyke, C., Johnson, R., Hightower, R., & Elgarah, W., 2008. Implications of Researcher Assumptions about Perceived Relative Advantage and Compatibility. Data Base for Advances in Information Systems, 39(2),
50-65. 10.1145/1364636.1364642.
15.Viale, L., Zouari, D., 2020. Impact of digitalization on procurement: the case of robotic process automation. Supply Chain Forum International Journal, 21(3), 185-195.

中文文獻
1.梁定澎(2012)。資訊管理理論。新北市:前程文化事業有限公司。
2.葉啟弘(2012)。科技-組織-環境因素、資訊科技能力與資訊科技策略實施關聯之研究。國立臺灣科技大學資訊管理研究所博士論文。
3.楊開瀝(2008)。以適應性結構化理論與任務科技適度理論探討前瞻使用者之企業導入資訊科技過程與成效—以長春企業為例。國立臺灣科技大學資訊管理研究所碩士論文。

參考網站
1.國泰產險轉型 數位服務做典範
(https://www.chinatimes.com/newspapers/20211014000413-260210?chdtv)
2.2020中文企業永續報告書
(https://gcp.cathay-ins.com.tw/CXIDocs/PF/pdf/csreport/2020CSReport.pdf)
3.數位轉型的第一步 – 流程機器人(RPA, Robotic Process Automation)所能帶來的影響與效益
(https://www2.deloitte.com/tw/tc/pages/risk/articles/digital-transform-rpa.html)
4.數位轉型再進化,國泰金控以雲端服務彎道超車佈局後疫新經濟
(https://www.bnext.com.tw/article/65590/2021cathaycon)
5.THE NEW “FORRESTER WAVE ROBOTIC PROCESS AUTOMATION, Q2 2018” REPORT
(https://softwarerobotics.blog/the-new-forrester-wave-robotic-process-automation-q2-2018-report/)

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