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Author: 郭昕宜
Shin-Yi Kuo
Thesis Title: 用 ESG 解決數位轉型難題 串起永續外送鏈
ESG speed up the digital transformation and connect the sustainable delivery chain
Advisor: 梁瓊如
Chiung-Ju Liang
Committee: 王孔政
Kung-Jeng Wang
彭雲宏
Yeng-Horng Perng
Degree: 碩士
Master
Department: 管理學院 - 管理研究所
Graduate Institute of Management
Thesis Publication Year: 2023
Graduation Academic Year: 111
Language: 中文
Pages: 67
Keywords (in Chinese): 數位轉型ESG創造共享價值新冠疫情重大性議題
Keywords (in other languages): Digital transformation, ESG, Creating shared value, COVID-19 pandemic, Significant issues
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本文描述了提供美食和生鮮雜貨外送服務的 F 公司,在疫情最嚴峻的時刻,展現了企業的社會責任,運用其核心服務為疫情重災區萬華區的獨居長者提供送餐服務。在這個為期一個月的計畫中,7 位外送夥伴在高溫下穿著全套防護衣奮戰於萬華區送餐,累計服務長者人數近 4,000 人。這讓參與的外送夥伴深切體會到送餐行動的意義和幫助他人的喜悅,同時支撐起了瀕臨崩潰的社福防線。
F公司還積極與政府合作,在疫情期間主動降低服務費用,運用創新的一站式購物服務協助傳統市場無痛數位轉型。透過外送服務,不僅幫助市場攤商接觸到更多不同地區和消費習慣的新客戶,擴大他們的市場範疇,更讓他們在這充滿挑戰和壓力的時期,找到新的生存之道。
除了應對疫情的衝擊,F 公司亦面臨外送服務迅速成長所帶來的一次性餐具使用量暴增,對環境造成負擔的問題。早在 2019 年,F 公司就在其 APP 設計「不主動索取一次性餐具」選項,預估每年至少可減少 530萬公斤一次性餐具的使用。2020年,更與環保署、台南市政府攜手合作,成為首家推動「愛地球外送」的外送平台。
2021年,F公司與環保團體 RE-THINK合作,推動消費者回收素養調查,並收到了驚人的 37,000 份回應,成為台灣史上最大的回收素養調查。接著,F 公司推出「環境友善店家計畫」,針對餐飲業的「店內環境」、「外送外帶」及「食材」三大面向制定了 9 項環保標準,讓消費者能輕鬆找到環保友善的餐廳,創造相對環保的外送選項。
同時,F 公司也著手分析外送產業鏈的每一項細節,盤點出「重大性議題」,並針對這些議題制定願景、目標和 10 項行動計畫。在 F 公司積極投入永續行動後,首度挑戰被譽為台灣企業永續奧斯卡的台灣企業永續獎,即獲得「台灣永續外商企業績優獎」,成為唯一入圍及得獎的外送平台。這項榮譽不僅是對 F公司在 ESG(環境、社會和治理)領域的努力肯定,也證明了公司一直走在正確的道路上。


This article describes how Food Delivery Company F demonstrated corporate social
responsibility during the most severe moments of the COVID-19 pandemic by utilizing its core services to provide meal delivery for elderly residents living alone in the heavily affected Wanhua District. In this one-month program, seven couriers braved high temperatures in full protective gear to deliver meals in the Wanhua District, serving nearly 4,000 elderly individuals. The experience allowed the couriers to deeply appreciate the significance of their actions and the joy of helping others while bolstering a social welfare system on the verge of collapse.
Company F also actively collaborated with the government, voluntarily reducing service fees during the pandemic and employing an innovative one-stop shopping experience to help traditional markets smoothly transition to digital operations. Through the delivery service, not only did market vendors reach new customers from different regions with diverse consumption habits, but they also expanded their market scope and found new ways to survive during this challenging and stressful period.
In addition to addressing the impact of the pandemic, Company F faced the issue of a surge in disposable tableware usage due to the rapid growth of food delivery services, which poses a burden on the environment. As early as 2019, Company F designed an option in its app to "not proactively request disposable tableware," reducing the use of disposable tableware by at least 5.3 million kilograms annually. In 2020, the company partnered with the Environmental Protection Agency and the Tainan City Government to become the first delivery platform to promote "Earth-loving delivery."
In 2021, Company F collaborated with environmental group RE-THINK to promote a
consumer recycling literacy survey, receiving an astonishing 37,000 responses, making it the largest recycling literacy survey in Taiwan's history. Subsequently, Company F launched the "Environmentally Friendly Store Program," establishing nine environmental standards for the catering industry in three aspects: in-store environment, delivery and takeaway, and ingredients allowing consumers to easily find eco-friendly restaurants.
At the same time, Company F began analyzing every detail of the food delivery industry chain, identifying "significant issues," and setting visions, goals, and ten action plans for these issues. After actively participating in sustainability efforts, Company F challenged the Taiwan Corporate Sustainability Awards, known as the Oscars of Taiwanese corporate sustainability, and won the "Taiwan Sustainable Foreign Enterprise Excellence Award," becoming the only shortlisted and winning food delivery platform. This honor not only affirms Company F's efforts in the ESG (Environmental, Social, and Governance) domain but also proves that the company has been on the right path.

目錄 摘要..................................................................................................................................................I ABSTRACT................................................................................................................................... II 誌謝...............................................................................................................................................IV 目錄................................................................................................................................................V 圖目錄...........................................................................................................................................VI 表目錄......................................................................................................................................... VII 壹、個案本文.................................................................................................................................1 一、開場白.................................................................................................................................1 二、疫外危機驅動數位轉機.....................................................................................................2 三、灰燼中找生機,從核心出發的 ESG 力量........................................................................8 四、直球對決,不能迴避的環保難題...................................................................................11 五、平台的力量,史上最大回收素養調查...........................................................................14 六、下賭注,一場大型社會實驗-環境友善店家...............................................................18 七、來自食創獎的肯定,堅持是對的!...............................................................................27 八、原來,ESG 已經流淌在我們的血液...............................................................................28 九、新里程碑,努力過的都不會白費...................................................................................32 十、下一步,共享、共創與共榮...........................................................................................34 十一、企業介紹.......................................................................................................................34 貳、教學指引...............................................................................................................................36 一、個案總覽...........................................................................................................................36 二、教學目標與適用課程.......................................................................................................37 三、學生課前討論問題...........................................................................................................38 四、教學建議...........................................................................................................................39 五、教學建議...........................................................................................................................54 參考文獻.......................................................................................................................................55 中文文獻...................................................................................................................................55 英文文獻...................................................................................................................................56 參考網站...................................................................................................................................57

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