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Author: 嚴文常
WEN-CHANG YEN
Thesis Title: 從因循守舊邁向服務創新
From Conservatism to Service Innovation
Advisor: 黃世禎
Sun-Jen Huang
Committee: 李國光
Gwo-Guang Lee
賴源正
Yuan-Cheng Lai
Degree: 碩士
Master
Department: 管理學院 - 資訊管理系
Department of Information Management
Thesis Publication Year: 2013
Graduation Academic Year: 101
Language: 中文
Pages: 45
Keywords (in Chinese): 危機管理組織變革專案管理
Keywords (in other languages): Crisis Management, Organizational Change Management, Project Management
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個案機關原為政府四級機關,因政府組織改造而升為三級機關,但個案機關的人員心態、觀念及思考模式,仍停留在以往的被動服務與保守的態度,卻因為一次系統當機事件,造成個案機關形象大受影響,引發內部變革的壓力,加上新任資訊主管強力推動以全面資訊系統改造,帶動組織變革。但是,內部亦有反對如此激烈的全面性資訊系改造方式,而是主張採取溫和的逐步改善模式,才能保持機關業務的穩定推動與發展,避免系統失敗的風險,造成機關第2次的傷害。
Michael是個案機關的資深幹部,對個案機關的資訊系統瞭如指掌,也頗受各級長官的肯定,他以機關資訊系統穩定及組織安定的角度來思考,主張溫和逐步汰換設備的方式進行系統改善,而Andy是新任的資訊主管,他不瞭解個案機關的業務與文化,但他認為資訊系統改造應著眼於未來業務的需求,不是只求現在的穩定,雖然他的改革理念伴隨著高度的風險,卻是符合機關首長的風格與要求,副首長兼資訊長Peter心中躊躇著:該冒險支持Andy的創新改革理念?還是該支持Michael的保守穩健作風?要如何在這二者之間取捨呢?
本論文採用個案教學方式撰寫,討論個案機關希望藉由資訊系統改造的機會,推動組織變革,引發內部不同的意見,甚至抗拒專案的進行,讓學生能夠從個案情境中,學習如何進行危機管理、推動組織變革及專案管理,以達到學習的目標。


Case organization was a fourth level agency of government before, but it has been promoted to third level due to the reformation of government organizations. However, the staffs’ conservative thinking and negative attitude of service of the past still remain. Because there was a system crash event, great damage of the organization’s image was happened. This event also caused the pressure of change. The strong pressure to make a dramatic reform of information systems from the new chief of Information Division drives change. However, the internal organization didn’t support such drastic system transform, because there was another voice that proposes a moderate improvement to maintain stable development of the organization operation.
Michael was a senior staff and understood the system very well. He concerned about the stability of information systems and organization, so he advocated a moderate progressive improvement. Andy was a new on board chief of Information Division. He did not know the business and culture of the organization very well, but he believed the key point of the system reform should focus on the future’s business requirements, not only on the current stability. Although his advocate might have high risk, it is accordance with the style and requirements of General Director of organization. Peter was hesitated to support Andy’s adventure approach or Michael’s conservative one? How would he make his choice?
This thesis used the teaching case to discuss about organizational change driven by a dramatically system reform. From this case study, we hope that students can learn how to deal with different opinions and even internal resistance caused by the drastic reform of information systems, and how to drive organizational change and well manage project.

中文摘要 I Abstract II 誌 謝 III 目 錄 IV 圖 目 錄 V 表 目 錄 VI 壹、 個案本文 1 一、 是危機也是轉機 2 二、 萌芽的危機管理機制 3 三、 保守穩定或是破壞創新 4 四、 踏出組織變革的第一步 6 五、 資訊系統改造專案 8 貳、 個案教學指引 15 一、 個案總覽 15 二、 適用課程與教學目標 18 三、 學生課前討論問題 20 四、 管理議題 20 五、 教學建議 38 六、 板書規劃 40 參、 參考文獻 43 一、 中文文獻 43 二、 英文文獻 43 三、 網路資料來源 45

一、中文文獻
1. 王重鳴(2001)。管理心理學(第1版)。人民教育出版社。
2. 朱愛群(2002)。危機管理-解讀災難謎咒。臺北市:五南圖書出版有限公司。
3. 邱如美(譯)(1998)。企業成功轉型8 Steps 。台北市:天下遠見出版股份有限公司。(John P. Kotter,Leading Change,1995)。
4. 邱強口述,張慧英採訪撰述(2001)。危機處理聖經。台北市:天下遠見出版股份有限公司。
5. 余康寧(1991)。危機管理研究-政策設計面之探討。國立政治大學公共行政研究所碩士論文。
6. 吳定、鄭勝分、李盈盈(2005)。組織發展應用技術。台北:智勝文化事業有限公司。
7. 徐漢章(譯)(1999)。企業危機管理(第1版)。高寶國際(集團)有限公司。(瀧澤正雄,1996)。
8. 詹中原(2004)。危機管理:理論架構。台北:聯經出版事業公司。
9. 詹姆斯.路(2010)。專案管理聖經:怎樣運用9大知識領域、5大程序成功完成專案。臉譜出版社。
10. 楊幼蘭(譯)(2005)。變革管理。天下遠見。(Richard Luecke,Managing Chang and Transition,2003)。
11. 熊培霖、范淼、黃哲明、周祥東、陸正平(2008)。專案管理基礎知識與應用實務—專案管理入門寶典(第2版)。博鴻國際專案管理顧問股份有限公司。
12. 熊培霖、陸正平、范淼、林衛國、傅旭昇(譯)(2009)。專案管理知識指南-中文繁體PMBOK Guide(第4版)。博聖科技文化有限公司。(PMI,A Guide to Project Management Body of Knowledge-4th Edition,2008)。
13. 潘東傑(譯)(2002)。引爆變革之心。台北市:天下遠見出版股份有限公司。(John P. Kotter&Dan S. Cohen,The Heart of Chang : Real-life Stories of How People Change Their Organizations,2008)。
14. 鄭炳強(2007)。軟體工程-從實務出發=Softwaer engineering:a perspective from practices。智勝文化事業有限公司。
15. 錢一一(譯)(2004)。人月神話:軟體專案管理之道。經濟新潮社。(F. P. Brooks,The Mythical Man-Month:Essays on Softwaer Engineering,1975)。
16. 諾爾曼.奧古斯丁(Norman R. Augustine)等著(2001)。危機管理。天下文化出版。
二、英文文獻
17. Augustine Norman R.(1995)。Managing the crisis you tried to prevent。Harvard Business Review。
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19. Birch(1994)。New factors in crisis planning and response。Public Relations Quarterly。
20. Carr, D.(1993)。Managing for effective business process redesign,Cost Management。
21. Duck, Jeanie Daniel(1993)。Managing change:The Art of Balancing(OnPoint Enhanced Edition)。Harvard Business Review.
22. Daniel Frei(1978)。International Crisis and Management。New York:Praeger Publisher
23. Daft R. L.(1992)。Organization theory and design(4th edition)。West Publishing Company (St. Paul, MN) 。
24. Edgar H Schein(1991)。Organizational Culture & Leadership(1st pbk ed edition)。Jossey-Bass Inc.,U.S.。
25. Guth, D.W.(1995)。Organizational Crisis Experience and public Relations Roles。Public Relations Review。
26. Ian Mitroff(1994)。Crisis Management and environmentalism:A natural fit。 California Management Review。
27. John P. Kotter & Dan S. Cohen(2002)。The Heart of Change:Real-Life Stories of How People Change Their Organization。Boston,Mass.:Harvard Business School Press。
28. John P. Kotter(1996)。Leading change。Boston,Mass.: Harvard Business School Press。
29. Lewin, Kurt(1951)。Field Theory in Social Science。New York: Harper。
30. Lerbinger O.(1997)。The Crisis Manager Facing Risk and Responsibility。New Jersey: Lawrence Erlbaum Associates。
31. Loh, Michael(1998)。Managing Change in These Hard Times。
32. Osborne, David and Ted Gaebler(1992)。Reinventing government:how the entrepreneurial spirit is transforming the public sector。New York, NY: Plume。
33. Project Management Institute(PMI)(2008)。A Guide to Project Management Body of Knowledge:PMBOK Guide(4th edition)。

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