Probe into the influence of inducting ICT service to business management performance

現代企業正處於2008年的金融風暴以來最為嚴峻的生存競爭環境，每一家企業無不致力開源節流上，血流成河的大幅裁員已成為公司維持慘淡經營的唯一方式，銀行巨擘花旗銀行更一度傳出財務危機，ING、AIG、GM、Ford亦傳出購併或倒閉的消息，這種種的事件正足以透露出當今市場生存環境的嚴酷及惡化已不言可喻。 然而，過去所重視的”以顧客為導向”的市場行銷模式，仍為現在各個企業所重視經營方針，而強大ICT (Information and Communication Technology)服務，則將有利於企業在此波金融風暴後，再度成為公司開源政策的重要行銷策略之一，如何協助企業強化行銷、銷售及服務客戶的能力，並與客戶建立一對一的關係，以深入了解客戶需求，為客戶提供更細緻貼心的服務，勢將成為企業開疆闢土的重要指標，同時亦能強化企業核心競爭力，為企業創造更高的利潤。 因此，我的研究方向，是以物流業之一家大型公司為個案研究對象，運用Kaplan and Norton 提出平衡計分卡四大構面，在公司願景及既定策略目標之下，結合各構面經營績效指標，探討個案公司導入ICT服務對經營績效之影響。As known, the modern enterprise is facing the sternest environment of survival since the worldwide financial tsunami happened in 2008. Each enterprise devotes to tap new resources and economize on expense. Large bloodily reducing staff has become the only way which the company maintain the tough business. Bank thumb Citibank once spread the financial crisis, ING, AIG, GM, Ford also spreads the news of merged or broken. The all sorts of events are disclosing sufficiently nowadays market living environment has been very harsh and deteriorated. However, the “Customer-oriented” marketing model which was token seriously in the past, it now still symbolizes each enterprise's operation policy. However, the formidable ICT (Information and Communication Technology) service, will be advantageous to the enterprise after this financial tsunami, becomes an important marketing strategies in the increasing-income policy of the company. Moreover, how to help enterprises to strengthen the ability of business management, inquiring deeply customer demand, providing a more careful intimate service for the customer, will definitely become the major index of success. Meanwhile, it will be also able to strengthen enterprise's core competitiveness and creat a higher profit for the enterprise. Therefore, my research direction regards a large-scale company in the logistic industry as the case study object. Under pursuing the vision and the strategy goal of the case company, I use the four perspectives of the BSC model proposed by Kaplan and Norton and well combine the performance indicators from each perspective, to probe into the influence of inducting ICT service to business management performance