台湾中国信托银行人力资源部面试简报测验考题

CandidatePresentationforHumanResourcesDepartment2AgendaCaseStudy1onBank3.0andMobility&DigitalBankingCaseStudy2onSportsDayQ&AAppendix3CaseStudy1為因應行動通訊、社群媒體、雲端科技等資訊技術之進步，金融服務勢必順應時代潮流，以提升客戶之便利性，面對數位化金融環境Bank3.0，作為中國信託人力資源人員請提出人才轉型計畫。Keywords:Mobile,FinTech,SocialMedia,Cloud,Bank3.0,WorkforceTransformationChangeManagement4BusinessOpportunitiesToday,onlyabout10percentofretailbankingrevenueiscapturedviaonlineormobilechannels,butthisissettoriseto60percentby2018,inmajormarkets(Broeders&Khanna2015)DigitalTrendsonBusinessOpportunities(Citigroup,2014)IoTMorethan10billionmobilitydevicesbyendof2020with1trillionopportunitiesSocialMediaMorethan1.8billionofsocialmediausersgloballyMobileDevicesUsersofmobilephonesupto6billionwithtabletsof1.5billionsBigData6trillionGBofdatatransmissionglobally;90%inlast2yearsCloudServices40trillionGBofdataby2020;1/3bycloudservices54DChangeManagementFrameworkDefineDiagnoseDesignDeliverBusinessOpportunitiesImprovedBusinessResultsIntheory…astructuredapproachtotransitionindividuals,teams,andorganizationsfromacurrentstatetoadesiredstateinordertoachieveimprovedbusinessresults.Inpractice…aplannedandcollaborativeframeworkforguidinganorganization,team,orindividualthroughdefining,diagnosing,designing,anddeliveringchangetoachieveimprovedbusinessresults.64DChangeManagementFrameworkSummaryDefineDiagnoseDesignDeliverBusinessOpportunitiesImprovedBusinessResultsDefine-Understandthebusinessopportunityandenvironmentcontextatalllevels(individuals,team,org)-Engagesponsorsandsolicitinitialperspectives-ClearlycontractaroundexpectationsandR&Rs-Ensurenecessaryresourcesarededicated-DraftacharterDiagnose-Gatherdataneededtoidentifystate,measuresofsuccess-Analyzeandsynthesizedata,andvalidatefindings-Documentfindingsinacompellingmanner-Draftproposedareasoffocus-Presentfindingsandengagestakeholdersinprioritizingareasoffocus-EstablishgovernancestructureDesign-Determineappropriatesolutions-Createstrategiesanddetermineresourcesandtiming-Developdetailedprojectplantocreateandimplementsolutions-Designanddevelopsolutionsforworkstream-Implementstrategiestoprepareforchange-Conductpilot,adjustcontentandplanasappropriateDeliver-Implementchangeeffortandcommunicationplan;ensuresponsors&keystakeholdersarepreparedtoleadthechange-Integratechangecomponentsintoexistingprocessesanddriveaccountabilities-Evaluateresultsagainstthemeasuresofsuccess;check&adjustasneeded-Shareevidenceofimpact-Sustainchangewithongoingcommunicationandresources;striveforcontinuousimprovement7DEFINEWhatisthepurposeofDEFINE?–Toidentifyanopportunitytoenhancebusinesssuccess,oraproblemthatishinderingoursuccessWhatdoesdigitalmeantothebank?–Clarityofpurposeisessentialbeforethelaunchofdigitalinitiatives–Toofferapredictivevirtualpersonalassistantsolutiondesignedspecificallyforthefinancialservicesindustryandfocusonhelpingourclientsincreaseuseradoption,reducecostsanddeliverasuperiorcustomerexperience.Vision–Successfullyusedigitaltechnologiestoautomateprocesses,createnewproducts,improveregulatorycompliance,transformtheexperiencesoftheircustomers,anddisruptkeycomponentsofthevaluechainDefineDiagnoseDesignDeliver8DEFINEDesiredState1.Talentdeliveryforsocialnetworkingtocreatestrongercustomerrelationshipandloyalty2.Humancapitalizationoncross-selling&mktgopportunities3.InformationTechnologiesofbigdataexplorationtogainvaluableuserdata4.Talentmanagementforfurthercloudandonlineadoption5.Culturalchangefortop-downexecutionActionLearningOrganizationDefineDiagnoseDesignDeliver9BusinessOpportunitiesImprovedBusinessResults4DCMFincludingCriticalSuccessFactorsforleadingchangeGuidingPrinciplesEnsureSponsorship,SharedOwnership&AccountabilityCommunicatewith&EngageThoseImpactedbytheChangeSurface&OvercomeResistanceBuildonthePast&AttendtotheCulture10DEFINE–KeyProcessStepsUnderstandthebusinessopportunityandenvironmentalcontextatalllevels–individual,team,organizationEngagesponsor(s)andsolicitinitialperspective(s)ClearlycontractaroundexpectationsandR&RsEstablishGovernance&ensurenecessaryresourcesarededicatedUsetheinformationgatheredinStep2todraftacharterOutputs*Sponsor(s)perspective-Businessopportunityunderstood-Visiondefined-Non-negotiablesidentified-AgreedsetofR&Rsandwayofworkingtogether-Governanceandotherinformationdefined*Charter•BusinessOpportunity•Vision•GuidingPrinciples•Scope•DesiredState•Metrics•Enablers•Barriers&Risks•R&Rs•Governance•RulesofEngagementDefineDiagnoseDesignDeliver11DIAGNOSEWhatisthepurposeofDIAGNOSE?–Togatherquantitativeandqualitativedatatoaccuratelydescribethecurrentanddesiredstates,identifygapsbetweenthem,androotcausesofthosegapsFromtransformationtoriskmonitoring–Maintainingastrongriskculturerequiresconstantvigilance,whichinturnrequiresregularmonitoring.TransformationcanandshouldbemeasuredMeasureofsuccess–Operatingmodelsandgovernance:%ofbusinessprocessesanddata-qualitymanagementtodigitalapplicationdevelopment–Performancebyownership:Rightreportingrelationships,ownershipanddigitalgovernance–CompetitorbenchmarkingDefineDiagnoseDesignDeliver12DIAGNOSEDefineDiagnoseDesi