全球通訊產業持續成長，智慧手機、電信設備與新興市場為帶動全球整合通訊市場需求主要角色。客服中心擴增至多媒體管道如Web、Chat、 Mail、Video、APP、社群媒體。本論文研究個案並非特定企業或公司，主要目的藉由虛擬個案公司(TCC 公司)所發生的狀況來檢視組織文化變革，發掘長久以來組織僵化造成的鈍性，進而重新思考接班計劃的必要性。如何成功的組織變革將是一大挑戰。對於提供銷售及服務的系統集成商而言，亟應構思創意行銷手法、拓展通路、提升技術能力、降低成本等策略以迎合巨變的科技環境，本論文詳細論述個案公司(TCC 公司)之組織變革歷程。

With 4G networks becoming standard for telecommunications, the increase of multi-functional and inexpensive smartphones, the usage of cloud computing application services, global telecommunications industries are growing exponentially. In 2015, smartphones and telecommunications equipment in developing markets are expected to hold key roles in driving global demand for telecommunications. Customer service centers will not only provide voice mail services, but also expand their services to social media such as Web, Chat, Mail, Video, and APPs. Due to the development of new technology and internet services, the interaction between customer service centers and customers has changed. The changes have impacted the original service models, especially the new services via the internet and advanced mobile devices. In response, customer service centers have to adopt changes from the customers’ perspective, find how to interact with customers and deliver the best value in order to develop suitable new applications. This virtual case study reviews the business culture of TCC which is now facing organizational changes. Internally, as a long established business in Taiwan, TCC is rigid and less flexible in company culture and needs to consider the necessity for comprehensive planning for management succession. Personnel selection, training and use of human resources to bring better overall results for the organization is a big challenge for TCC. Externally, as a service provider for a system integrator, TCC needs to develop a new marketing mechanism to expand into new channels, enhance use of technology and reduce costs in order to adapt to the fast-changing technological environment. This case study illustrates the process of TCC’s organizational change.

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