摘要
學號:M10718925
論文名稱:同理心，關懷情，〝債〞也不再！
院所:財務金融研究所EMBA碩士在職專班
研究生:張智強
指導教授:陳俊男 博士
本論文採用哈佛式個案撰寫法，個案銀行給人清新專業的形象，給顧客滿意的服務是公司一貫的精神。債管部門催收的績效非常優秀，但是，顧客抱怨案也在不斷攀升。2005年卡債風暴至今，催收的模式如出一轍不曾改變過，高壓式催收加上緊迫盯人的方式，債務人不堪其擾只好乖乖還錢。近幾年，消費者意識抬頭，金管會抱怨案、立委陳情案、評議中心申訴案，讓銀行耗費更大的成本，最後，還是因為社會觀感的問題而讓步。債權管理部秉持企業社會責任的理念，進行組織的調整並淘汰舊有的制度，改變同仁心態重新以關懷的方式出發。
個案本文，債管部林經理，希望在不影響績效的前提下，做一個組織的改造，讓抱怨案能降低。主管透過訪談同仁的方式找出問題點。債務人對於理債知識的缺乏、催收人員心態上的調整及債管部績效獎勵制度等。解決的方式:同仁莫忘初衷從心開始、內部教育訓練與改變和重新調整獎勵制度。經過半年的努力，分享成功理債的案例，關懷代替催理，債務人碰到龐大的債務時，是沒有勇氣去面對的，催收人員就是最好的傾聽者，提供所有還款的資訊，適時的給予諮詢和建議，可以讓他們踏出理債的第一步，只要有心沒有解決不了的債。績效獎勵制度下，用雙手打造自己的一片天，讓努力的人獲得更多的報酬。同仁之間除了績效上互相競爭外，也能彼此學習，複製更多成功的經驗，才能〝債也不再！〞
本個案可用於討論薪酬理論、組織的敏捷性、資源拼湊理論、企業社會責任等相關議題。通過本個案的探討，可以了解銀行業的催收也能與時俱進，讓債務人能心甘情願的償還債務，並感謝銀行對他們的付出！

ABSTRACT
This case study uses the Harvard-style case writing method. The case bank gives a fresh and professional image to the public. And providing satisfactory customer service is the company's consistent spirit. The collection performance of the debt management department is excellent, but customer complaints are also rising. The collection mode has remained unchanged since the card crisis in 2005. The debtor had to pay back the debts obediently due to the high-pressure and one-on-one collection ways. In recent years, along with the rising of the consumer awareness, the bank has consumed a lager cost due to the Financial Management Committee compliant cases, the legislator interceding cases and the appeal cases of appraisal center. Finally, they still have to make concessions considering the social perception. Upholding the concept of corporate social responsibility, the debt management department start again in a caring way by adjusting the organization, eliminating the old system and changing the staff's mentality.
In this case, Manager Lin of the debt management department, hopes to reduce complaints through an organization transformation with its performance unaffected. Supervisors start with identifying the problems through interviewing colleagues. The issues turn out to be the debtor's lacking of debt management knowledge, the adjustment of the collector mentality and the performance incentive system of the debt management department, etc. Solutions: remaining true to the original aspiration, internal training and readjusting the performance reward system. After half a year's efforts, many successful debt management cases are shared. Urging is replaced by caring. When a debtor encounters a huge debt, he always has no courage to face it. In such circumstances, the collection staff is the best listener, providing all repayment information, giving timely advice and suggestions, so that the debtors can take the first step of debt management, As long as you put your heart to solve it, all the debts can be settled. The focus of the performance reward system is to encourage those hard-working staffs to create their success with their own hands and get more rewards. In addition to competing with each other in performance, colleagues can also learn from each other and copy more successful experiences, through which "debt no longer existing!" is achievable.
This case study can be used in the discussion of topics such as theories of compensation, organizational agility, resource patching theory and corporate social responsibility. From the discussions of this case study, it is learned that the debt-collection in banking industry is able to keep pace with the times. And the debtor can be willing to repay the debt, while also appreciate the bank for their efforts.

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