電子商務產業自2000年後蓬勃發展，在科技產業發展趨勢下，消費者的購物範圍已不在設限於周邊型態。趨勢也由主要的實體通路轉向虛擬通路，網路購物方式也從PC轉變至行動載具。本文個案公司原為經營電視購物產業，在產業趨勢發展下，陸續跨足網路購物、型錄購物及實體通路。在跨足網路通路過程中，當時市場已有具規模性電商通路公司。電商通路的商業模式差異性已相對減少，在一片藍海的產業中，個案公司不同於其他電商通路，成立品質管理單位，透過品質管理的運作，成為公司業績發展下重要後盾。在業績提升的前提下，隨之而來為日益增多的品項數，如何進行有效控管，為個案公司品質管理部門重要課題。
個案公司品管部門藉由大數據的概念，透過企業流程再造手法，重新進行資訊流程設計，以有效取得消費者退貨資訊，作為品質改善的有效依據。但是動用到流程的改造上，常會面臨到組織部門間的衝突。如何有效運用衝突管理進行化解，順利推動企業流程再造，才能產生組織間最大的效益。

he e-commerce industry has flourished since 2000. Under the trend of the development of the technology industry, the shopping scope of consumers is no longer limited to peripheral forms. Trends have also shifted from major physical access to virtual access, and online shopping has changed from PCs to mobile carriers. The case company of this article originally operated the TV shopping industry. Under the development of industry trends, it has successively stepped into online shopping, catalogue shopping, and physical access. In the process of stepping into the Internet access, the market already had a large-scale e-commerce access company. The difference in the business model of the e-commerce channel has been relatively reduced. In a blue ocean industry, the case company is different from other e-commerce channels and establishes a quality management unit. Through quality management operations, it becomes an important backing for the development of the company's performance. Under the premise of improving performance, the number of items to be increased and how to effectively control it are important issues for the company's quality management department.
The case company's quality control department adopted the concept of big data to re-invent the information flow design through the enterprise process reengineering method to effectively obtain consumer return information as an effective basis for quality improvement. However, in the transformation of processes, the conflict between organizational departments is often faced. How to effectively use conflict management to resolve and successfully promote business process reengineering can produce the greatest benefits among organizations.

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