The Cost-Benefit Assessment of Building Electronic Business Process—based on Chunghwa Telecom’s Electronic Processing Form as an example

• Main Authors: Tseng Shen Yuh, 曾侁玉
• Other Authors: Chiu Ruey Kei
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/48371130903797846591

碩士 === 輔仁大學 === 資訊管理學系 === 95 === Process management of paperwork has always been an important but heavy task in business operation. To simplify the process management of paperwork and to enhance business effectiveness, the troublesome key points for business to solve lie in shortening operation time and simplifying the process. When requested by customers or by channels both from inside and outside, the business needs to allocate numerous human resources to check data accuracy and deliver such papers to related departments for signing and approval. However, such a process tends to result in business loss due to negligence caused by man-made operation; meanwhile, it affects operational performance in the aspect of process effectiveness, which in turn increases more human resource costs and other operation costs. Therefore, in business, how to manage paperwork and how to simplifying such processes have been the key points in management— so is the topic that this study is going to explore. The purpose of this study is to explore the problems that Chunghwa Telecom has encountered in the process of doing processing work; and, aiming at the business-customer system that Chunghwa Telecom has, to research on the feasibility of replacing the existing man-made processing-form by electronic processing-form system; furthermore, to sort the existing problems affecting process effectiveness and then suggest a solution for improvement. Besides, in the light of feasible solution, this study will make further exploration on dimensions in the aspects such as setup cost, business’s ability to support, information technique, supports from vendors, and the extent of influence caused by the change of business process; after evaluating such feasibility by cost-benefit analysis, the best solution for improvement will be suggested, to be the basis for subsequent implementation, resulting in truly cost-down and efficiency improvement for the company. If this study is accomplished as expected, its results will provide reference for Chunghwa Telecom as well as other Type I Telecommunications Carriers to introduce automatic working-process systems. Namely, through the present advantages brought by Internet, the execution of every process will be connected, to integrate the business organization’s resources, to exert the best information effectiveness within the business, and to form an automatic mechanism increasing perfection of operational quality. Not only operation costs will be reduced, human costs will also be reduced greatly, and then the inner productivity will be enhanced.