金融產業內的競爭愈發激烈，新金融商品雖持續推出，但競爭者間於產品本身的同質性也逐漸趨近，此時對於客戶而言，差異化的服務細節即成為廠商競爭優勢形成的重要關鍵。 提升銀行服務品質的重要環節之一即來自於其內部作業流程上的精進，故之於法人金融業務來說，若能在產品包裝本身之外，透過徵信流程品質的提升，以兼顧其徵信作業的正確性與效率，可達到快速回應客戶需求的能力要求，創造更精緻的差異化，並強化顧客滿意度。 個案公司為國內銀行業主要廠商，其組織規模龐大、各部門分工精細，且對於資訊系統的倚賴度頗深，使徵信流程上難免出現作業繁複拖沓之問題；此外，個案公司法人金融（即企業金融）事業群採徵授信合一制，徵信作業由業務單位發起，輔以眾多支援單位的協同合作，致流程係為一連串人為決策過程所構成，故徵信作業主要權責人員素質的培養亦為影響流程品質的重要因素。 本研究運用Tsaih and Lin（2006）所發展之PWIO（Process-Wide Information Organism）分析方法論，來描述與瞭解個案公司法人金融事業群徵信流程，透過實作表的展開以分析流程，並提出相對應之績效衡量指標與改善建議，作為未來個案公司徵信流程改善之參考，期能因此增進個案公司的徵信流程正確性與效率，進而強化其競爭能力，塑造組織長遠的發展優勢。 / Competition among banks becomes intensive nowadays. While new financial products launched, less differences could be found in products from bank to bank; therefore, the differentiation of detail-oriented services becomes a key factor for keeping competitiveness in the banking industry. One of the main elements for improving the quality of bank services is the amelioration of internal process. As for the corporate finance department in banks, more than product design itself, making credit verification process better, raising operating validity and efficiency would definitely reach their goals for quick response, and also enhance customer satisfaction. The case bank is one of the leading companies in the domestic banking industry. The scale of organization is huge, the divisions of department are meticulous, and the operation process is deeply relied on the information systems. Under such circumstances, the credit verification process of its corporate finance department has become minute and complicated. Furthermore, the business side takes responsibility for the credit verification process. To execute the process, the business side needs supports from other related departments and does a series of decision making based on personal experiences, which means that it is also an influential factor to train the primary personnel well in the credit verification process flow. This study, based on an application of the Process-Wide Information Organism approach (Tsaih and Lin. 2006), describes and interprets the credit verification process of corporate finance department of the bank. For improving the validity and efficiency of the process, this study intends to set targets and evaluation indicators toward the process flow, and provides suggestions at the same time to enhance the long-term competitive advantages of the bank.

合約訴訟管理流程主要目的是在控制及預防公司可能發生訴訟賠償的內部流程；本研究將探討合約訴訟管理流程架構及發展出適於IC設計公司之管理模式。 IC產業是台灣經濟的重要命脈亦是能在國際舞台上佔有一席之地的產業之一，IC 產業具有技術密集、高投資成本、高設備折舊、競爭激烈的產業特性，且各生產階段精細分工，上至晶圓、封裝廠乃至IC設計公司，下至組裝廠、品牌商客戶等，在這緊密合作的供應鏈關係下，合作與競爭不斷產生，在此技術掛帥的環境下，IC設計公司若沒有做好專利、商標等智慧財產權管理並做好合約審核及履行追縱之流程控管的話，IC設計公司將隨時會遭遇第三人主張侵權請求或面臨違約損害賠償之風險，故為維持IC設計公司獲利能力及在全球的競爭力，因此有效之合約訴訟管理流程將更顯其重要性。 　　本研究利用Tsaih and Lin (2006)所發展之PWIO (Process-Wide Information Organism)分析方法論來探索如何系統化地重現與評估管理流程，並以台灣-A個案IC設計公司法務中心的現行之合約訴訟管理流程為研究對象，進行：（1）重現、分析與評估該合約訴訟管理流程；（2）就流程分析結果，討論個案公司改善該合約訴訟管理流程時應重視之議題，並做成高階主管日後評估調整合約訴訟管理策略之參考；（3）發展平衡計分卡之內部流程構面的基礎，進行個案公司法務中心合約訴訟管理流程目標的描述，以及目標達成之績效衡量指標的呈現，讓策略能落實到合約訴訟管理流程，以避免及預防個案公司合約訴訟風險產生。 / The main goal of the Process of Contract Lawsuit Management (POCLM) is the process of a company that can control and prevent from arising protential lawsuit and indemnification. In this research, I will discuss the basic architecture of POCLM and develop a POCLM model applicable to the IC design company. The Integrated Circuit Industry (IC Industry) is essential economic lifeblood in Taiwan. The characteristics of the IC industry include technology-intensive, high investment cost, high equipment depreciation and intensely competitive environment. Every production process is divided into detail parts. Based on the close relationship of Supply Chain, the competition and cooperation is arising constantly. If the IC design company does not manage the intellectual property management efficiently and establish the contract reviewing and tracking process in the technology based environment, the IC design company will face the high risk of lawsuit, claim and indemnification. In order to maintain the profitability and the competitiveness of the IC design company in the world, it is more and more important to lead an effective POCLM model into the IC design company. In this research, I use the research method of PWIO (Process-Wide Information Organism) of Tsaih and Lin (2006) on a contract review process of a legal department of A IC Design Company in Taiwan, to discuss how to rebuild and evaluate the management process systematically. And I will do following studys: (1). Rebuild, analyze and evaluate the POCLM; (2). Upon the study result, provide A Design Company with a improvement suggestion of POCLM and related management issues for its director’s reference on adjusting the strategic in the future; (3). Develop the basic of Internal Business Process Perspective of Balance Scorecard (BSC), describe the goal of POCLM of the legal department of A Design Company and build the performance indicator of the goal achiving for A Design Company by BSC, to implement the strategic into the POCLM and avoid and prevent from arising any contract lawsuit against A Design Company.