| Summary: | 碩士 === 國立東華大學 === 高階經營管理碩士在職專班 === 98 === Business crisis has always been the most important issue in business operation. Especially with rapid information technology development, and interaction among people is becoming more complicated, crisis derived from business operation is very different from traditional competitive model’s essence.This research uses the crisis dynamic analysis proposed by Mitroff (1988). Based on organization’s learning perspective, the research tries to explore the importance of organizational learning on Business crisis.Using cases from Chunghwa Telecom’s operational conflicting events, variables used in this research are: reliability principles on customers, operational implementation ability, and customer satisfaction; and this research is intended to investigate effect from those variables on Chunghwa Telecom’s operation. The result shows that influence from followings cannot be ignored: customers’ reliability crisis is facing challenges, business operational implementation ability is facing challenges, and customers’ influence.Next, variables such as honest principles to treat employees and financial crisis do not influence the research result. This indicates that employees of Chunghwa Telecom trust each other very well, and corporate financial management is sound and strong. This research also observed that product quality will influence promotion of new business, which would further influence operational efficiency. Also, regulations and rules would largely affect crisis directly, mainly when changes in regulations and rules happens, this will influence business operation. This research proposes concrete suggestions in practice based on important influencing factors, and further points out issues for research in the future.
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