本研究旨在探討企業流程再造對於提升個案公司之股東服務部門業務效率的影響。隨著當前我國經濟情況好轉，使得企業規模的擴大和業務需求也因此增加，本研究所欲分析之個案公司股東服務部門，隨著企業規模的擴展，導致其面臨業務處理時間長、工作壓力大和股東服務品質下降等多重挑戰。為了解決這些問題，本研究採用設計科學方法，從問題定義、目標設定、解決方案設計到解決方案的實施與評估，系統性地進行流程再造並嘗試針對前述的問題進行解決。
研究發現，透過引入預約制度，改進了股東臨櫃服務的流程，顯著降低了股東的等待時間，尖峰時段從平均等待半小時降至15分鐘，並提升了股東的整體服務滿意度。此外，導入臨時（時薪）員工的流程再造也減輕了員工的工作負擔，提升了工作效率和員工滿意度。
本研究的實務貢獻在於提供了一個具體的流程再造案例，具體的呈現企業如何通過流程再造來解決股東服務部門面臨的挑戰，並實現業務效率和服務品質的提升。此外，本研究亦為學術界提供了設計科學方法在企業流程再造研究中的應用案例展示，因此豐富了相關領域的理論以及研究成果。

This study aims to explore the impact of business process reengineering on improving the operational efficiency of the shareholder services department in the case company. With the current economic situation in our country improving, leading to the expansion of enterprise scale and an increase in business demands, the shareholder services department of the company under study faces multiple challenges as the enterprise expands, including long business processing times, high work pressure, and declining customer service quality. To address these issues, this study adopts the Design Science Methodology, systematically undergoing process reengineering from problem definition, goal setting, solution design, to the implementation and evaluation of the solution, attempting to resolve the problems.
The research finds that by introducing a reservation system, the process of shareholder counter services was improved, significantly reducing the shareholders' waiting time from an average of half an hour to 15 minutes, and enhancing the overall satisfaction of shareholders with the services. Additionally, the reengineering process that introduced hourly employees also reduced the workload of employees, enhancing work efficiency and employee satisfaction.
The practical contribution of this study lies in providing a concrete case of process reengineering, specifically showing how enterprises can resolve the challenges faced by the shareholder services department through process reengineering and achieve an improvement in business efficiency and service quality. Moreover, this study also offers an application example of the Design Science Methodology in business process reengineering research for the academic community, thereby enriching the theory and research outcomes in the related fields.

論文審定書 i
誌　謝 ii
摘　要 iii
Abstract iv
目　錄 vi
圖　次 viii
表　次 ix
第一章　緒論 1
第一節　研究背景與動機 1
第二節　研究問題與目的 2
第三節　研究流程 3
第二章　文獻探討 5
第一節　股東服務業務 5
第二節　企業流程再造 9
第三章　研究方法 13
第一節　設計科學法 13
第二節　個案公司簡介 17
第四章　資料分析 23
第一節　問題定義 23
第二節　設定目標 27
第三節　尋找解方 28
第四節　驗證解方 40
第五章　結論與建議 48
第一節　結論 49
第二節　學術貢獻 52
第三節　實務貢獻 53
第四節　研究限制與未來研究建議 54
參考資料 56
一、中文部分 56
二、英文部分 56

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