個案董事長勉勵催收部門同仁：「銀行不只是一直賺客戶的錢，一直討債，而是要真正了解客戶的情況，幫客戶解決問題。」
本個案描述，個案公司對內要改善盈收，需儘速回收2005年雙卡風暴以來累積的巨額不良債權，對外要考慮過度施壓收回不良債權，會引發社會輿論認為銀行為富不仁，使用暴力催收，造成債務人自殺增加，等等社會觀感不佳，引起主管機關關切，民意機關立法施壓的等等壓力。在這雙重壓力之下，債權管理部門如何秉持金控董事長社會企業的理念，以社會關懷為出發點，改變組織及人員，由催討債務的態度，轉為協助債務人清理債務的溫馨理債過程，並於獲致初步成功之後，思考如何擴大服務成效。
本個案採A/B個案二個連續階段討論議題設計模式，第一階段（個案A）時間點在2009年初，經濟大環境仍未有復甦跡象，討論主角Eric副總面如何在對內外部的不良債權收回壓力下，在資源有限狀況下，進行組織改造、重塑部門經營理念、化解人員疑慮放棄業界慣用的強硬催收手段，轉用社會關懷的柔性態度，並透過與資訊單位的合作建置愛心理債電子商務平台，達到溫馨理債目標。
第二階段（個案B），時間點起於2010年初，討論在Eric副總努力一年之下，已將債權管理部門調整為理債管理部門，且創建的愛心理債平台商業模式，鼓勵債務人面對債務，接受個案公司輔導創造收入，進而可自食其力，點滴償還債務，重拾信心重建信用，走出債務陰霾的計劃，已獲得初步的成果。此時個案公司進一步思考，如何「將理債行銷化」，好擴大協助更多需要關懷的客戶，減少因催收債務形成的社會問題。
本個案可用於討論社會企業經營模式、商業模式設計、資源基礎理論與組織左右開弓靈活管理等相關議題。通過本個案的探討，將可以更了解金融產業及資訊產業相互合作，發展人文關懷社會企業之相關管理議題。

The Chairman of the Board in this case study encourages employees from the collection department with these words: “The bank cannot simply focus on earning money from customers and collecting debt all the time. It should really understand the customers’ situations and help them solve their problems.”
This case study describes how, internally, the company has to collect the enormous past-due loans accumulated from the credit card and personal loan card crisis since 2005 for the purpose of improving revenue. Externally, the bank has to consider that applying excessive pressure to collect past-due loans causes the public to perceive the bank as a cruel entity that uses violence to collect its debts, causing an increased number of suicides among debtors. These conditions give the bank a bad image in society and cause pressure such as unwanted attention from regulators and pressure from legislative institutions. Under these twin pressures, the claims management department has to go through a process that changes its organization and staffing by staying true to the creed of a social enterprise from the chairman of the financial holdings and start from social concern. It has to go through a process from focusing on collecting debt to helping debtors to manage their obligations in an understanding way. Its managers have to think about how they can further increase performance results after achieving initial success.
This case study uses the discussion topic design model of two continuous stages in cases A/B. The time point of the first stage (Case A) is in the beginning of 2009. The economic environment is not reviving. The author discusses how Vice President Eric, who is the principal character in this case study, performs organizational restructuring, reshapes the management concept of the department, and persuades employees to give up the hardcore collection methods generally used in the industry, when he faces the pressures of collecting past-due loans from inside and outside the organization and is given limited resources. He uses a soft approach with social concern and creates an electronic business platform that manages debt with kindness by cooperating with the IT unit to achieve the goal of debt management with kindness.
The time point of the second stage (Case B) is the beginning of 2010. After a year of hard work of Vice President Eric, the claims management department is transformed into a debt management department. Furthermore, the business model of debt management with kindness that he created encourages debtors to face their obligations, receive guidance from the company in this case study to create revenue, and in turn allow debtors to support themselves and repay their debt bit by bit. Eventually, debtors regain their confidence and rebuild their credit. The project to help debtors break free from the gloom of debt is showing initial results. By this time, the company in the case study is thinking further as to how it can “turn debt management into a marketing campaign” to help more customers who need such concern and reduce the social problems caused by debt collection.
This case study can be used in the discussion of topics such as the business model of a social enterprise, the design of business model, resource foundation theory, and flexible management in an organization. From the discussion of this case study, participants can better understand management topics such as the cooperation between the financial and IT industries and developing social enterprises with human concerns.

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3、 網站部分

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skill-every-conqueror-needs-to-master/）

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