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Author: 劉軒宇
Hsuan-Yu Liu
Thesis Title: 部門穀倉效應下的的合作困境-以 ABC 電商公司為例
The Cooperation Dilemma under the Departmental Silo Effect- A Case Study of ABC E-Commerce Co.,Ltd.
Advisor: 鄭仁偉
Jen-Wei Cheng
Committee: 陳俊男
Chun-nan Chen
呂志豪
Shih-Hao Lu
Degree: 碩士
Master
Department: 管理學院 - 管理學院MBA
School of Management International (MBA)
Thesis Publication Year: 2021
Graduation Academic Year: 109
Language: 中文
Pages: 67
Keywords (in Chinese): 本位主義跨部門溝通穀倉效應衝突管理跨部門協作
Keywords (in other languages): the silo effect, cross-departmental communication
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  • 本個案描述一家電子商務的公司,個案主角因為公司同仁的本位主義而深 受其害,接連影響自身的業務發展與績效表現。個案公司部門間長期溝通不良, 彼此資訊不流通,導致部門協作不順遂,最終引發部門間的衝突。公司內部對於 穀倉效應的不重視,終究難逃公司利益損失的命運。起初,由於個案公司行銷部 的本位主義造成客服部門身受其害,除了客訴業務量倍數成長,瘋狂被迫加班影 響客服部門同仁的留職率,人資部門針對此情況在苦惱的同時,卻發現另一個與 行銷部業務密切往來的商業部門也有跨部門溝通以及跨部門衝突的問題, 在無 法有效的排除公司部門間本位主義產生跨部門協作障礙的同時,個案公司爆發商 品標錯價格事件,造成公司不得不正視穀倉效應的重要性。本個案探討職場三大 議題:「本位主義」、「跨部門溝通」、「跨部門衝突」。
    本論文以哈佛式個案撰寫,內容包括個案本文和教師教學指引手冊兩部分。 透過教師引導,依個案實例之發展,帶領學員探討: 公司如何促使部門間有效的 溝通,以提升跨部門協作? 公司如何避免跨部門衝突? 以及公司如何杜絕穀倉效 應的職場生態呢?


    This case describes an e-commerce company. The protagonist of the case suffers from the self-centeredness of the company's colleagues, which has affected his own business.
    In the case, the long-term poor communication between the company departments and the lack of information flow between each other led to the unsuccessful cooperation of the departments and eventually led to departmental conflicts.
    The lack of attention within the company to the silo effect will ultimately lead to the loss of the company's interests.
    At first, the customer service department suffered due to the parochialism of the marketing department. In addition to the multiple growth of customer complaints, the crazy forced overtime affects the retention rate of the staff in the customer service department. The human resources department was troubled by this situation, but found that Another business department that has close business dealings with the marketing department also has cross-departmental communication and cross-departmental conflicts. While the inter-departmentalism of the company cannot effectively eliminate the barriers to cross-departmental collaboration, the company broke out with incident of wrong price of the product. Eventually, the company had to face up to the importance of the barn effect.
    This thesis is written in a Harvard-style case. The content includes a case text and a teacher’s teaching guide manual. Through the guidance of teachers, the development of case examples is led to lead the students to explore: How can the company promote effective communication between departments to enhance cross-departmental collaboration? How can the company avoid inter-departmental conflicts? How does the company eliminate the silo-effect workplace ecology?

    摘要 ....................................................................................................................................................... II ABSTRACT ....................................................................................................................................... III 誌謝 ......................................................................................................................................................IV 圖目錄 .................................................................................................................................................VI 表目錄 ............................................................................................................................................... VII 壹、 本文個案 ................................................................................................................................ 1 一、 開場白 ................................................................................................................................. 1 二、 個案公司背景及概況 .................................................................................................... 1 三、 個案公司面臨之挑戰及應對....................................................................................11 四、 問題討論 .......................................................................................................................... 19 貳、 教師教學指引手冊 ........................................................................................................... 20 一、 個案本文概述................................................................................................................. 20 二、 個案公司及人物角色說明......................................................................................... 21 三、 教學目標 .......................................................................................................................... 22 四、 課前準備 .......................................................................................................................... 22 五、 學員課前討論................................................................................................................. 23 六、 教學總覽 .......................................................................................................................... 23 七、 問題與參考答案............................................................................................................23 八、 教學建議 .......................................................................................................................... 40 附件 1: 產業介紹.........................................................................................................................44 附件 2:個案公司介紹.................................................................................................................47 參考文獻.........................................................................................................................................54

    參考文獻 一、中文部分
    1. 林守鎮. (2017). 設計部門溝通原則之探討─ 以具有完善管理制度之企業為 例, 朝陽科技大學工業設計系所, 碩士論文.
    2. 帥韻儀(2003). 以問題解決為導向之衝突問題解決模式建立之研究,私立中原 大學企業管理研究所, 碩士論文.
    3. 胡曙光(2000). 現代企業部門間的有效溝通與協調. 經濟理論與經濟管理,第 六期,38–41.
    4. 張凌雲(2007). 企業內跨部門溝通的障礙及原因分析. 當代經濟 2007 年第 一期(下)43-44.
    5. 張樹仁. (2018). 衝突成因對行政績效之影響 −以跨部門溝通與協調為中介 變項, 國立台南大學行政管理學系碩士專班, 碩士論文.
    6. 黃敏萍(2000). 跨功能任務團隊之結構與效能 --任務特性與社會系絡之影響, 國立台灣大學商學研究所, 博士論文.
    7. 廖建容(譯), ErnstChris, & Chrobot MansonDonna. (2011). 跨疆界領導 6 種方法,打破組織的界線. EMBA 雜誌, 38-52.
    8. 劉士綺(2005). 專案團隊之任務特性對團隊效能的影 響—以溝通協調與成員 關 係為干擾變項,淡江大學管理科學研究所企業經營碩士在職專班, 碩士論 文.
    9. 編輯部. (2012). 跨部門協作的藝術 讓高牆倒下. EMBA 雜誌, 52-63.
    10. 編輯部. (2015). 這樣做讓團隊手牽手. EMBA 雜誌, 96-103.
    54
    11. 編輯部. (2015). 跨部門協作大家一起來. EMBA 雜誌, 86-95.
    12. 編輯部. (2016). 三個做法,跨越合作障礙. EMBA 雜誌, 88-91.
    13. 編輯部. (2016). 再見,本位主義!提高跨部門合作. EMBA 雜誌, 76-86.
    14. 編輯部. (2016). 說共同語言 讓跨部門團隊手牽手. EMBA 雜誌, 84-87.
    15. 羅雅馨. (2014). 跨層次觀點分析影響跨部門溝通因素探討 -以 A 企業為例,
    逢甲大學經營管理碩士專班, 碩士論文.
    二、英文部分:
    1. Berlo, David K. (1960), “The Process of Communication : An Introduction to Theory and practice”, New York, : Holt, Rinehart and Winston.
    2. Bradford, K. D., Stringfellow, A., & Weitz, B. A. (2004). Managing conflict to improve the effectiveness of retail networks. Journal of Retailing, 80(3), 181- 195.
    3. Clampitt, Phillip G. (1991), “Communicating for Managerial Effectiveeness”, Newbury Park : SAGE Publications.
    4. De Dreu, C. K. W., & Weingart, L. R. (2003). Task versus relationship conflict, team performance, and team member satisfaction: A meta-analysis. Journal of Applied Psychology, 88(4), 741-749.
    5. Deutsch, M. (1973). The Resolution of conflict: Productive and destructive. Journal of social issues, 1(1), 8-29.
    6. Rahim, M. A., & Bonoma, T. V. (1979). Managing organizational conflict: A model for diagnosis and intervention. Psychological Reports, 44(6), 1323-1344.

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