知識管理是近年來的熱門話題，許多企業已投入鉅資決心要建立一個知識管理系統以因應於多變的環境下仍具有競爭力。政府機關同樣身處於競爭的時代，提升行政效率、加強服務品質、提供優質的決策成果，有賴知識管理系統的輔助。惟過量的知識內容增加知識管理與應用的困難，知識管理的內容應該有哪些？如何去分辨應該要納入管理的範圍？本研究從工作流程角度分析知識的來源與性質，確定員工於執行此作業時的知識需求，並累積流程資訊作為量化、改善的基礎。 本研究以政府行政機關為例，挑選一知識密集之作業流程（資訊系統委外專案管理），採用IDEF0方法論分析其作業流程，了解作業之關聯性及所需花費的時間，並從中整理每一作業中所需要的知識、所產出的知識與誰需要這些知識。分類歸納這些知識的型態與管理現況，找出流程的關鍵步驟，以CMMI Level 2評估其流程並提出改進建議，進而導出知識管理與資訊系統委外專案管理作業流程之架構。

依產業全球化的發展態勢觀察，產業由初期水準分工結構，生產基地往低成本的區域發展（即生產全球化），協助維持企業在國際產業供應鏈上的競爭力，漸次發展成一方面以開發新市場商機（即市場全球化）為主的成長策略，另一方面則逐步走向以整合全球各地研發資源（即研發全球化），以建構最具優勢的競爭基礎，實現全球的商機。 快速技術變遷與技術擴散而帶來的市場競爭，是促成科技產業廠商致力於事業分工營運的主要因素，在知識產業□由於產品系統規模愈趨龐大，整合度更完整的前提下對透過專業分工整合各地資源可以分散風險，建構獨特與專業的產業影響力。此一趨勢發展，在產業全球化且高度分工的環境下，是廠商發展核心能力，建構競爭優勢的策略作為。 近來大部份台灣廠商以大陸投資策略為其全球化策略的第一步，因此在本研究中，希望採用行動研究方法(action research method)，探討知識產業公司在全球化策略的思維，透過先行在大陸設立協同合作子公司實際經營管理，將所遭遇管理問題，透過擬具之行動方案--創新研發管理、服務管理、人力資源管理等經營管理工作進行操兵演練，經由不斷的調整改變以符合各子公司的經營環境，以達到厚基核心競爭力、強化高執行力之企業目標，以為日後擴及其他國家或地區時可作為典範。 關鍵字：創新研發管理、服務管理、專案管理、知識管理 / According to the industrial globalization trend, the initial models of level-cooperation and low-cost region development (production globalization) have been changed. Instead, the industry has been significantly developed to the new strategy of market opportunity (market globalization) along with worldwide resource integration (research & development globalization) that builds up a competitive foundation for global commercial opportunities. Rapid technology movement and spreading have formed a highly competitive market, which is the primary fact of facilitating the hi-tech manufactures to focus on the business cooperation. In knowledge industry, because the scale of product system is getting grown and completely integrated, a unique and significant production influence has been settled to reduce risks via the professionalism cooperation and resource integration from all regions. Under the trend of industrial globalization and intensive cooperation, the main strategy implementation of manufacture is to develop its core capability as well as competitive superiority. In recent development, majority of manufactures in Taiwan makes their first step to the globalization by investment to Mainland China. As a result, in this research, we apply a mechanism, Action Research Method, to explore the concept behind the knowledge industry’s globalization. It is executed through the management experience from pre-established sub-company to draw up a scheme, including innovation and research management, service management, and human resource management. From the constant adjustments according to running status of sub-company, the ability of core competency is expected to be solid and concreted. In addition, it strengthens the target of paramount execution that can be the standard model using in other countries and business areas in the future. Keywords: Innovation & Research management, service management, project management, knowledge management

在面臨知識經濟的潮流下，隨著全球化、知識化的衝擊以及快速發展，有效的取得前瞻技術已成為企業建立與維持競爭優勢的重要手段，科學與技術的創新能力亦成為國家強化產業領導地位、厚植總體競爭力的主要方式。 　　經濟部科技專案計畫每年均投入相當經費，委託研究機構及產業界從事產業技術之研發，期能強化國內產業之競爭優勢，並有效提升產業研發能力及開創新興科技產業，最終目的在推動我國成為高附加價值製造中心；但由於經濟部技術處人員嚴重不足，因此乃採取委外方式辦理，以降低人力負荷，並活用民間資源。 　　本研究目的主要針對科技專案委外之實際面，就推動委外的歷史演變、政策法規、決策模式，做廣泛而深入與探討，並透過委託人、代理人及審查專家，做質性訪談，探究委外關係策略及過程，期望對於科技專案計畫委外之作業機制，提出精進之建議。 　　經過上述的研究程序，本研究發現以下結論：1.組織面：(1)技術處委外歷史背景為由下而上，促成辦理。(2)委外以資金換取無形成本，而有形成本並未降低。(3)以代理人執行作業，卻由委託人擔負責任，權責不相當。(4) 從事研發工作之代理人大多為政府扶植財團法人。2.管制面：(1)行政控管著重進行過程甚過於執行結果。(2)研發控管方式著重預定標準及實際績效。(3)每年簽約作業繁複瑣碎，致使信任降低。3.心理面：(1)公務事不再是終身職。(2)沿用以往模式，陷入行動慣性，成功假象！ 相關的建議如下：1.技術處應建立責任歸屬模式。2.技術處應簡化作業流程、資訊上線。3.技術處應預期並重視合約終止的處理方式。4.執行單位應強化中階主管的穩定性，對於專家對談監督機制，輔以一約多年之合約。 關鍵字：科技專案計畫、委外、政府採購法、管理 / Nowadays many governments seek factors influencing the economic growth of a country to continue developing and to be more competitive in a rapidly changing and globalizing world. In this era of knowledge-based economy, knowledge is often assumed to be the fundamental resource. It is a crucial factor for the economic growth of a country. How to produce and create more knowledge is deemed to be one of the most crucial tasks of a government. One way of producing knowledge is investing in research and development (R&D) to develop new technologies. Recently, many studies suggest that a new technology that raises higher total productivity is one of the factors to the economic growth of a country. So for countries and private enterprises it is especially important to have access to leading, advanced and key component technologies. Each year the Ministry of Economic Affairs (MOEA) of Taiwan invests a lot in public research and development. They started the “scientific technology development project”, to develop new technologies, especially industrial technologies. MOEA expects these huge investments to strengthen the innovative capabilities of Taiwanese industries and to upgrade Taiwanese industries. Due to heavy workloads and insufficient human resources in the Department of Industrial Technology (DOIT) , DOIT needs to outsource these scientific technology development projects to research institutes and corporations. DOIT expects to take advantages of the efficiency and flexible organizational structure of the private sector. Hence, recently the issue towards “government outsource” catches more and more attentions than ever. The main purposes of this research paper are as followed. Through qualitative interviews with civil servants, governmental officers, outsourcers, agents and specialists and context analysis, this research paper would like to have an overview on the historical background, the current situation of DOIT’s outsource and its management, to describe the difficulties and problems for the outsourcer (DOIT) and the agents (research institutes and corporations). This research paper would also illustrate policies, legal part, such as public procurement act and decision-making strategies of outsourcing of DOIT. At the end, this paper will give suggestions for DOIT’s outsource. First of all, from organizational aspect, the important findings are as followed. 1.Originally, the demand of outsource exists earlier than the supply. More precisely, the agents reinforce the government to have a way working on scientific technology development projects properly. 2.DOIT subsidizes the research institutes to carry out these projects in order to exchange intangible assets of the research institutes, such as human capital and so on. Nevertheless, the real cost is not less. 3.The agents carry out these projects, but outsourcer needs to take the responsibility of the consequences. 4.Most agents are research institutes, which are fully subsidized by the government. Secondly, from the governing and managing aspect, the findings are as below. 1.Administrative governance puts more emphasis on the executive process of these projects than the results per se of the projects. 2.About the management of research and development results, DOIT focuses on the comparison between anticipating and real effects. 3.Each year the outsourcing contracts between DOIT and those agents have to be either re-new or re-made. It makes the relationship between two parties less reliable. Thirdly, from the psychological aspect, the subsidies from government for the agents are less and less. And repeating the same way will be the tarp of inertia for outsourcers and agents and it will make it difficult to have breakthrough or new ides. Finally, in this research paper give some suggestions to the findings for the governmental outsourcing management for scientific technology development project. 1.DOIT needs to clearly state who should take responsibility. 2.DOIT should simplify the procedure by making better use of information communication technologies. 3.DOIT should emphasize more on finding a better way in coping with the termination of an outsourcing contract. 4.The original governing and managing module should be revised. New module, “peer review” and multi-year contract, should be taken into consideration. Keywords: Scientific technology development project, Outsourcing, Public procurement act, Management

為因應全球國際化的趨勢，利用自己所長以發揮棉薄之力來協助台灣高科技產業迎向更艱鉅的挑戰是本研究最大之動機；我們看到全球產業已經進入微利超競爭時代，大家所面臨的是企業內部的超效率系統擠壓高標和來自內部外部之各種白熱化競爭及多方資訊與決策之壓力，當下如何找出一個創新手法，讓高科技企業有機會縮短建置企業組織變革/業務流程改造/縮短學習曲線使企業資源計畫快速導入和企業供應鏈價值鏈快速備妥以超快速學習變成創造新典範的先鋒部隊來建立超優勢競爭企業是本研究之重要動因。 其中，針對研究動機背景方面有兩大方向,分別為:(1) 在激烈快速競爭微利時代，如何協助中型高科技產業快速導入ERP之鑰。(2) 基於以往很多企業為何導入ERP經常失敗的動因背景之下而研究出一套成功可行之解決方法。本研究目的有三，分別為: (1) 協助台灣中型高科技企業以產業別最適合模式快速導入ERP以加速其建立企業競爭力基礎建設和國際企業快速接軌。(2) 企圖研究找出電子高科技產業之產業模式建立最佳企業典範之核心競爭力和Value Chain等ERP產業模板(Template)之建置，讓企業快又有效率擁有核心能力！(3) 嘗試建立一套可行且獲利之ERP導入之 Business Model以達到Win-Win之局(指中型高科技產業和資訊顧問服務廠商)。 本研究方法分為兩大方面，(1)分析模式:建立快速導入產業模板(Template) (2)成功個案實例方法:(Pilot Project 以找出快速導入產業模板和快速專案導入手法併用在先導系統專案)加以驗證其可行性。本研究系統邏輯主要為(1)本研究關鍵觀念是:採用模板導入方法(Template Approach)以為快速導入系統邏輯。(2)本研究關鍵架構主軸分別是: -建置產業模板核心元件 -研究ERP快速導入專案管理方法論 -成功快速導入個案實驗案例驗證研究結果 -尋找共識媒合點之行銷輔助工具 -建立獲利可行之商業模式 本研究採用此雙主軸架構以建置快速導入之可行性。再輔以Case study - Pilot system進行多次測試驗證以個案成功導入實證結果佐證與修正快速導入之模式。 本研究發現:經過本研究從一個Business 角度切入，從高科技產業核心元件去發現出屬於中型高科技電子業之產業模板，進而研發其快速導入之方法並找出實例驗證之整個研究過程後，學生獲得很多發現，分別列述如下三方向: (1) Project Savings achieved with 產業快速導入專案實驗 (2) Benefits of the Mid-Market Offerings (3) How to solve the unique requirements in Taiwan (Add-on issues / Localization issues)

我國電機電子中心廠企業透過快速的供貨彈性、具競爭力的生產成本、與深厚的製造能力，以OEM/ODM或OBM的方式將產品銷售於全球，在產業供應鏈上扮演舉足輕重的地位，更成為國際大廠不可或缺的合作伙伴。當產品功能不斷推陳出新與創新式樣的同時，各國政府開始注意到產品所含的有害物質對人體與環境皆產生了威脅；生產端和產品廢棄端也產出大量的廢棄物而影響了生態環境，因此，環境保護和永續發展成了各國所重視的議題。例如，歐盟看準供應鏈間環環相扣的利益關係，積極將環保訴求跳脫以往道德勸說的層面而開始立法，希望以歐盟龐大的商業市場為後盾，讓製造商在研發、生產到回收的產品生命週期中，能夠有效降低有害物質的使用量，並建立方便使用者的回收的機制。 在市場瞬息萬變與激烈競爭的壓力下，企業已習慣以專案管理來滿足各時期不同的任務與市場之需求，因此，跨部門合作的專案團隊運作日益頻繁。我國電機電子中心廠企業接受到歐盟和國際大廠對於綠色產品之要求的環保規範與壓力，紛紛成立跨部門的專案團隊，進行供應商管理、研發和製程變革、及成本控管等任務。以往的文獻對於企業環保議題之研究與討論，大部分著重於企業綠色供應鏈管理之建置與環保法規的因應方式，本研究除了涵蓋這方面的探討，更著重於企業因應環保壓力而成立的綠色專案團隊之運作。。因此，本研究以多重個案的研究方式，針對我國電機電子中心廠企業之綠色專案團隊的組織方式與其知識管理程序進行研究，希望能進一步瞭解企業所面對的主要環保壓力來源為何？以及驅動成立綠色專案團隊的因素、團隊結構、與團隊運作之過程為何？ 本研究所得到的研究結論包括：1.不同事業模式的企業，對同一外部環保壓力來源有不同壓力強度的感受；2. 企業內部環保壓力的自發性改變往往是發生在外部環保壓力的推動之後；3. 專案特性為產品或製程的延伸變動、改良、或品質改進，如綠色產品專案，適合以輕量級團隊進行專案之運作；4. 輕量級專案經理在團隊知識管理程序裡的知識吸收、創造、蓄積與擴散之運作中，扮演主要的角色；5. 由中立的高階主管擔任跨部門專案團隊之專案贊助者（The Executive Sponsor），可避免發生決策偏頗之情形。從本研究對於實務上所提出的建議包括：1. 中心廠企業應有專責人員持續負責綠色產品的推動；2. 企業應創造內部人員成立跨部門專案團隊的機制；3. 由中立的高階主管擔任跨部門專案團隊的專案贊助者。 / When properties and designs of electrical and electronics equipments are renewed more and more quickly, many countries noticed that the waste produce during product life-cycle process by manufacturers, junk by end users, and hazardous substances of products are threatening human healthy and living environment increasingly. Therefore, European Union announced and entered into force of EU environmental directives that induced the industries to pay close attention on the surrounding environment impacts and the healthy & safety risk of people. Thus, we would expect that the electrical and electronics companies in our country faced challenges of Green-Product production. The Taiwanese core factories built up a cross-divisional Green Project Team which coordinated each function to team up with conformed the Green-product regulations by government and customers. However, most of the past studies in the Green-Product issue were focused on how to manage green supply chain efficiently, and how to reply to the Green-product regulations rightfully. Thus, we focus on the organization and knowledge management process of the Green Project team, this issue is rarely touched by researchers. For that reason, this research is more an “Exploratory Research” essentially. This research adopts “Case-Study Method”, looks into the K.M. process of a project team by interviewing with personnel of case companies and reading second-hand materials about the case companies. The study aims to investigate the questions: 1.What is the Green Environmental Pressure a company mainly received? 2. What are the motives of a core factory to build up a Green Project Team? 3. What is the structure of the Green Project Team, and how does the team work together? The preliminary research conclutions include: 1.Companies with different business models face different Green Environmental Pressure. 2. External Green Environmental Pressure influences a company first and then comes the Internal Green Environmental Pressure. 3. Operations of a Lightweight Project Team are suitable for the task of product or processing extension, and quality improvement, just like Green Project. 4. The key person in the knowledge management process is project manager in the Lightweight Project Team. 5. Biased-decision can be avoided by giving the position of cross-divisional executive sponsor to a neutral senior manager.

資策會「2009台灣觀光休閒業資訊科技投資現況與趨勢」報告指出，台灣飯店業者在2008年資訊支出成長達17.5％，2009年更一舉增加至50.8％，年增幅至為明顯，此亦顯示出飯店業者即使面臨外在大環境不佳，仍願意砸下重金投資於IT上。追溯背後的驅動因素，即是飯店業者為創造差異化的服務與品牌形象，才於近幾年來開始推出各式各樣的IT服務。 在競爭日趨激烈的今日，飯店業者若想要維持與既有顧客之關係並更進一步吸引新顧客，發展服務創新已是未來的趨勢。而能夠同時提供增加顧客價值與企業價值之服務的創新企業，也才得以繼續維持其競爭優勢，進而自我開創另一片藍海，在新的市場中生存下來。 儘管服務創新對飯店產業來說是非常重要的發展方向，然回顧過去文獻，飯店產業的服務創新乏人探討。因此，本研究參考Bilderbeek & Hertog所提出之服務創新四構面作為本研究之研究架構，並以日月潭雲品酒店「數位飯店及虛擬管家建置計畫」為例，運用個案研究法並輔以次級資料之搜集與整理，詳細剖析其發展服務創新的過程與模式，以及探討服務創新各構面與發展活動會對服務創新的成果產生哪些影響。 本研究獲得以下主要結論： 1.創新服務應保持彈性，隨時調整以貼近顧客需求。 2.新客戶介面必須以「方便操作」為原則，並將介面加以有效整合，若能主動提供加值服務，亦能增加產品銷售機會。 3.高層核心主管對發展服務創新的支持與承諾，是專案能否成功推出的關鍵。 4.員工教育訓練可採循序漸進的方式，再將新服務逐一推出市場，如此也會降低員工對新服務的陌生與不安感。 5.藉由資訊科技的輔助，做為員工教育訓練的教材，能快速讓員工的技能豐富化，並增加其工作成就感。 6.企業應不斷地將服務精緻化，構築競爭者的模仿障礙，而若將成功案例推廣至集團其他據點，亦可發揮規模經濟的效益，降低整體平均建置成本。 / The expenditure for information technology in Taiwan’s hotel industry increased 17.5% in 2008, and further on to 50.8% in 2009. The scope of this increment is very conspicuous and reveals that even in the face of difficult times, the hotel operators are still willing to invest large amount of money in IT. The main reason driving the operators to start offering a variety of IT services is they want to enhance their brand’s image in consumers’ minds by adding more value-added services to their already extensive portfolio. In a market where the competition is becoming more intense every year, it is a major challenge for the hotel operators to retain regular customers while attracting new ones. Hence developing new service innovations is seen as a way to increase customer value and simultaneously help the hotels maintain its competitive advantages. However, despite the importance of service innovations to the hospitality industry, there are barely any studies conducted on it. Therefore this paper aims to look deeper into this subject, using the service innovation model by Bilderbeek & Hertog as a starting basis. This paper centers on a pre-chosen establishment, FLEUR DE CHINE HOTEL, using the method of case study. Assisted by second hand data, the study attempts to analyze the service innovation development process of the hotel and also determine how the various related activities influenced the final innovation results, so that areas for further improvement can be identified. The study concludes that: 1.Service innovation should be flexible, so it can adapt well and quickly to the customer’s needs. 2.The new client interface must be based on “operating conveniently” and integrate all other interfaces effectively. If it is able to provide additional service smoothly, it can also increase the chance of sales. 3.The support of the executives is a key factor for the success of developing new service innovation. 4.When introducing a new service, it should be done step by step, so that it’s easier for the employees to follow up and reduce their uneasiness. 5.With the assistance of IT, it can improve employees’ skills and enhance their sense of mutual achievement. 6.A company should enrich and refine their services continuously and proactively. If a company is able to propagate a project’s success to other departments or branches, it can also bring other economic benefits and reduce the overall operational cost.

資訊系統的運用已是現代企業經營不可或缺的一環，然而，應用系統的開發通常不是一般企業的核心能力，故委外開發是大多數企業在建置資訊系統時最常用的選項。企業在進行委外開發之前，可能因未將資訊系統的建置與企業經營策略校準、或因缺乏理性的選商流程與評估標準、或因在議約時純粹以殺低價格為主要考量，而錯選到一個不合格的承包商。如果再加上使用者的需求說不清楚，開發人員的質與量不符所需，雙方對各自的權責沒有共識，專案管理能力不足等，則這種委外開發必然會問題不斷，最終以失敗收場。 為提高委外開發的成功率，本論文首先將「應用系統委外開發」重新定義為「在合約關係下，承包商依據客戶的需求，為其規劃、開發、導入、維護所需的資訊應用系統。在系統建置過程中，客戶的主要人員，必須積極地參與承包商的開發活動，包括提供需求說明，驗證與確認（verify & validate；V&V）階段性產出的正確性及可用性等，以確保承包商可以如期、如質、如需求地在預算內完成所委託的交付項目及服務。」以導正觀念。然後再透過「應用系統開發委外專案之業務及開發流程」的介紹，分別從客戶及承包商的角度，提出正確的業務及開發流程，期以拉近雙方的共識，並印證應用系統委外開發的成功，必須靠雙方的共同努力。 當承包商了解客戶在委外決策時所面臨的問題及顧慮後，即可透過4C策略行銷的分析，設計出能夠解除客戶疑慮的方案，建立共識，降低雙方的交易成本及風險，以確保委外合作有個好的開始。本論文從承包商的角度以4C架構進行行銷策略分析，最終得出46個策略，並依照專案的生命周期歸類，以協助承包商隨著專案進展也可以很方便地檢視各種策略組合，故即使是在多專案併行時，依然能有效掌握各種策略的執行，提高應用系統委外開發專案的成功率。 / The use of information systems is an absolutely necessarily in a modern business operations, however, application development usually is not a core competency of the most of enterprises, thus making development outsourcing becomes the most common option for the most of enterprises while they are establishing information systems. But, before the enterprises move forward development outsourcing, they may not align the establishment of information system with the strategies of business operations, or lack of rational processes and evaluation criteria in vendor selection, or only solely consider the lowest-priced while in contract negotiation, thus wrongly selected an unqualified contractor. In addition, if users cannot express requirements clearly, the developers’ quality and quantity do not match the requirement, no consensus on respective responsibilities of the parties, and project management skills shortage, etc., then this kind of development outsourcing shall have problems at every moment, and they will definitely end in failure. To increase the success rate of development outsourcing, this paper firstly redefines “Application Development Outsourcing” (ADO) as "Under a contractual relationship, the contractor shall, pursuant to customer’s requirements, performing the tasks of planning, developing, implementing, and maintaining of the required application system. In the course of the system development, the customer’s key personnels must actively participate in the contractor's development activities, including provide requirement specification, verify and validate the correctness and usability of the output by phases, etc., to ensure that the contractor will be able to deliver the deliverables and service on time, as required quality, as required functionalities, and within budget." The purpose of this redefinition is going to correct perceive of ADO. And then thru the content of “ADO project business and development process”, describes, from the point of view of the customer and the contractor, the “shall-be” business and development process, for closing the gap of the parties, to reached a consensus, and proving the success of ADO, must rely on the concerted efforts of both sides. When the contractor realizes custome’s problems and concerns while deal with ADO decision, then can based on 4C strategic marketing analysis theory, design the solution that can reolving customer’s misgivings scenario, to build consensus, to reduce the transaction costs of both sides and risks, to ensure that outsourcing cooperation there is a good start. This paper, from the point of view of the contractor, based on 4C marketing strategic analysis theory, resulting 46 strategies, and classify them in accordance with the project life cycle, to assist the contractor can also be easily to review the various strategic groups, as alogn with the project progress, thus making even in a multiple project circumstance, still be able to keep track of the implementation of various policies, to improving the success rate ADO projects.

面臨創新不斷的產業趨勢與組織轉型，日漸成為職場主力的Y世代員工之人力資源需求亦走向複雜。本研究藉由與臺灣六家企業的人力資源主管作深度訪談，探討企業對Y世代員工的特性觀點，以及其就相應特性與資源制訂的人資專案，了解現行措施的關鍵推行與障礙因素，以期作為日後Y世代員工管理之參考。 本研究發現，Y世代員工於科技生活中發展出追求挑戰、工作意義，以及工作與生活平衡的獨特思維，形成了高人才流動率的問題；而Y世代員工措施會因資源與利害關係人之支持而受限，故企業應作工作系統與授權之革新，以利Y世代員工發揮資訊力；另外，人資部若採以適切的溝通與完善的培訓規劃，則能強化組織文化與非財務誘因，達成跨世代對相關措施的共識，以利人資部推行之。 / The facing of industry trends and innovative organization has gradually made the main force of the Generation Y’s workplace human resource needs become increasingly complex. In this study, six human resources managers of Taiwanese enterprises were subjected to in-depth interviews discussing the characteristics of the enterprise viewpoint of Generation Y, as well as their respective characteristics and resources on the development of human resource projects and the understanding of the implementation of existing measures and key obstacles in order for the considerations of future management for Generation Y. The study found that, the development of Generation Y in not only pursuit of scientific and technological challenges of life, but also the meaning of work, thinking and unique work-life balance, all formed a high turnover of personnel issues. Additionally, Generation Y measures was limited by resources and by support for the interested party, so companies should adopt a working system and authorization of innovation for the benefit of Generation Y’s information ability. In addition, if the human resources sector adopts an appropriate communication and comprehensive training plan, it can strengthen organizational culture and non-financial incentives, aiding to reach an intergenerational consensus across generations of related measures to facilitate human resource implementation.

二十一世紀的來臨，公共行政面臨了前所未有的轉變。近十年來人民對政府政策執行的能力產生質疑，致而公部門一直在思索一個全新的作法，嘗試作某種形式的「再設計」或「再創造」，而BOT模式推動，正是政府為回應人民需求所作的反應而產生的公共政策，政府企圖藉由其提昇國家基本建設執行之效率及國家競爭力。 理論上，BOT模式可以降低公共部門財政負擔及人事費用的膨脹及提高經濟管理績效外，亦可分散政府投資之風險。但觀察國內在推動時都不是很順暢，本論文企圖以台灣目前正在以BOT模式推動的四個公共工程建設為對象（台灣南北高速鐵路案、國道公路頭城蘇澳及蘇澳花蓮段案、中正國際機場至台北捷運系統建設計畫案及徵求民間參與高雄都會區大眾捷運系統紅橘路線網路建設案），從公共行政的觀點來看其推動困難的原因，並試圖提出對策，以供政府參考。 本論文可分二大部分，第一部分為理論部分，從BOT的公共理論基礎理論開始論起，就公共管理意識形態的發展與轉變、民營化及公私部門協力理論等三方面加以研究，進而推論出公共管理的思潮有一個清晰脈絡可循的轉變，從由無政府混沌狀態開始啟動，至「夜警國家」公共管理政府的出現，再至「大政府」公共管理模式的產生，又至強調「小而美」政府公共管理模式鼓吹，其恰如「鐘擺理論」一般，從政府的光譜左端擺盪至右端，又從右端擺向左端。目前觀察公共管理模式的意識型態，則又有轉向「新中間路線」的趨勢。第二部分針對上述國內四大BOT案作個案研究，對照國外政府推動相同BOT模式時其成功與失敗經驗，找出我國採用推動時應考慮的因素與應有的作法。 本研究採用文獻探討法、訪談調查表及比較研究法等，來增強輔助說明本論文中四個個案研究的說服力。最後本論文得到這樣的結論：「任何特許興建營運BOT案，政府、民間投資者與融資者三方面是共同分擔風險，追求三贏的平等夥伴。BOT是政府在精神上藉BOT的機制將民間力量納為己用，擴大政府推動公共建設的能量；而不是政府把公共建設的包袱藉BOT機制丟給民間而從此不再理會；在執行上政府也應避免在BOT機制下，讓投資者與融資者享盡投資的合部好處，而政府卻仍需要承擔投資的全部風險。我們必須永遠記得完全防弊觀點，毫無彈性的規範，必然會扼殺BOT的推廣；但是不符專業標準的BOT合約，則會為整個社會帶來災難」。

本研究進行，乃基於隨著國際油價飆漲，中東產油國及新興國家大量投資煉油石化產業，使得商機增加；但由於韓國工程公司在政府力量支持之下崛起，使國際統包工程市場競爭趨於激烈；加上匯率及金屬原物料價格的大幅波動，造成統包工程承做風險提高等不利條件進行探討。藉由以上的背景因素發掘個案公司在跨國專案管理的問題與尋求解決方案，進而提升個案公司的整體營運績效，強化核心能耐與競爭力；期能掌握這一波產業發展契機，與歐美日韓進入國際統包工程的領先群，並擺脫中國、印度等潛在後起之秀的追趕。 本研究係由個案公司所處的內外部環境、跨國專案管理與經營策略三方面進行分析，以期構建個案公司的發展願景、強化核心能耐及訂定短、中、長期策略目標。此外，亦期經由本研究，提供學術探討與企業實務運作的參考，裨益於石化工程公司跨國專案管理的研究與經營發展方向的探討。 為提高研究的周延性，本研究從國際統包工程的特點、管理模式與經營策略三方面進行文獻探討，藉以建立正確的研究知識並啟發基本的研究觀念，進而訂定本研究的研究架構與實施步驟，使研究有序的進行。 基於國內從事國際統包工程且願意分享其跨國專案管理經驗的企業相當有限，加上本研究主題乃目前全球競爭現實自然演變而產生，不適合驗證性的研究；因此本研究採取探索性的個案研究方式。研究架構則以個案公司所處的內外部環境為自變項，跨國專案管理為控制變項，經營策略為應變項三個主軸發展；研究方法主要採用文獻探討、個案研究與資料分析。 對於個案公司的分析，首先從個案公司所處的國際煉油石化工程產業、個案公司的基本資料等基礎構面進行探討；其次對個案公司的內部發展進行分析，再審視個案公司的執行力與競爭力，然後對未來策略構想進行綜合整理與剖析。 本研究提出的結論如下： 一、外在環境： 煉油石化工程產業市場需求提高，但競爭激烈，且市場風險不易掌握。 二、經營策略定位： 以台灣為營運中心，從中國大陸、東南亞、印度、沙烏地子公司進行在地紮根，進行跨國協同設計與集團化採購，並有效結合中國大陸資源。 三、未來經營策略： 強化作業流程改進委員會；發揮創新小組功能，追求差異化帶來的競爭優勢；完善『企業整合性管理資訊系統』，支援跨國協同設計作業，減少品質重做成本，加速作業流程，提高整體營運效率。 本研究建議個案公司應強化支援性資訊系統，以有效支援跨國專案的執行；對未來的研究，則建議透過更多訪談，取得可供比較的資料，採行較大規模的量化資料蒐集，獲取較多可供驗證的資料，以及多方面拓展研究方向，促使本研究領域的深入與完整。