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題名 商業銀行導入機器人流程自動化(RPA)之策略及成效分析 - 以H銀行為例
Implementation Strategies and Performance Outcomes of Robotic Process Automation (RPA) in Commercial Banks: A Case Study of H Bank
作者 林倩妃
LIN, Chien-Fei
貢獻者 許永明
Hsu, Yung-Ming
林倩妃
LIN, Chien-Fei
關鍵詞 機器人流程自動化
卓越中心
Robotic Process Automation (RPA)
Center of Excellence (CoE)
日期 2026
上傳時間 2-Feb-2026 12:14:45 (UTC+8)
摘要 隨著國內銀行業完成機器人流程自動化（Robotic Process Automation, RPA）之初期導入，自動化推動重心逐漸由技術可行性轉向治理模式與組織能力建構，惟國內相關實證研究仍有限。本研究以H 銀行為個案，採個案研究法，透過內部文件與成效資料分析，並結合卓越中心（Center of Excellence, CoE）成員與流程使用者之深度訪談，探討銀行於RPA 導入不同階段之挑戰、治理策略與推動機制。研究結果顯示，銀行於顧問退場後若缺乏跨部門治理與角色分工，RPA 推動動能易趨緩；透過成立卓越中心（CoE）以敏捷模式運作加速推動RPA，並導入制度化的需求管理與流程治理機制，可有效強化跨部門協作與自動化成效。研究指出，RPA 成功關鍵不僅在於技術導入，而在於治理與組織機制的成熟度，CoE為銀行由專案型自動化邁向制度化與智慧流程自動化（IPA）的重要管理途徑。
As the domestic banking industry completes the initial implementation of Robotic Process Automation (RPA), the strategic focus of automation initiatives has gradually shifted from technical feasibility to the construction of governance models and organizational capabilities. However, domestic empirical research in this field remains limited. This research adopts a case study methodology, focusing on Bank H as the subject. By analyzing internal documents and performance data, and conducting in-depth interviews with members of the Center of Excellence (CoE) and process users, the study explores the challenges, governance strategies and implementation mechanisms across different stages of RPA adoption. The findings indicate that following the exit of external consultants, the momentum of RPA implementation tends to decelerate if there is a lack of cross-departmental governance and clearly defined roles. The establishment of a CoE, coupled with the introduction of institutionalized demand management and process governance mechanisms, can effectively strengthen cross-departmental collaboration and automation performance. The study concludes that the key to RPA success lies not merely in technical implementation but in the maturity of governance and organizational mechanisms. The CoE serves as a vital management pathway for banks transitioning from project-based automation toward institutionalized and Intelligent Process Automation (IPA).
參考文獻 一、中文文獻 干濬程（2019）。探討台灣銀行業之金融科技發展策略—以個案銀行為例（碩士論文）。淡江大學。 王若樸（2022年8月22日）。iThome 2022 CIO 大調查（中）：AI 技術採用動向。iThome。https://www.ithome.com.tw/article/152578 周濟群（2019）。邁向自動化科技化監理－RegTech、RPA 與持續性稽核。會計研究月刊，407，59–64。https://doi.org/10.6650/ARM.201910_(407).0009 唐孝賢（2023）。以深度訪談法探討事務所顧問導入 RPA 之經驗：以某四大會計師事務所協助其金融產業客戶為例［Using in-depth interviews to discuss the experience of consultants in implementing RPA: A study of a Big Four audit firm assisting its clients of the financial sector］。政治大學。 高有成、李興漢、姜義德（2025）。客戶盡職調查導入流程機器人之研究。電腦稽核，51，4–31。 廖玉倩、陳仲儼（2022）。認識「敏捷式內部稽核」。內部稽核季刊。 簡國憲（2024）。金融機構洗錢防制作為之成本效益分析研究：以 C 銀行為例（碩士論文）。國立臺灣大學。https://doi.org/10.6342/NTU202401079 金融監督管理委員會（2025）。金管會公布金融業應用人工智慧（AI）調查結果［新聞稿］。https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news_view.jsp&dataserno=202505200001&dtable=News 數位員工報到了（2022）。RPA 如何改變金融業［Podcast 節目單集］。Apple Podcasts。https://podcasts.apple.com/tw/podcast/%E5%AE%89%E6%B0%B8easy-talk/id1559842431?i=1000549770582 RPA 數位優化器（2022年9月17日）。金融業實例：各大金控如何導入 RPA。Medium。https://medium.com/@rpadigitaltransformer/金融業實例-各大金控如何導入rpa-5b376d0ba44a 二、英文文獻 Anagnoste, S. (2018). Setting up a robotic process automation center of excellence. Management Dynamics in the Knowledge Economy, 6(2), 307–322. Bhattacharyya, S., Banerjee, J. S., & De, D. (Eds.). (2023). Confluence of artificial intelligence and robotic process automation (Vol. 335). Springer Nature Singapore. https://doi.org/10.1007/978-981-19-8296-5 Eulerich, M., Waddoups, N., Wagener, M., & Wood, D. A. (2024). The dark side of robotic process automation (RPA): Understanding risks and challenges with RPA. Accounting Horizons, 38(2), 143–152. https://doi.org/10.2308/HORIZONS-2022-019 Langmann, C., & Turi, D. (2022). Robotic process automation (RPA) - Digitization and automation of processes: Prerequisites, functionality and implementation using accounting as an example. Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-38692-4 Mamede, H. S., Gonçalves Martins, C. M., & Mira Da Silva, M. (2023). A lean approach to robotic process automation in banking. Heliyon, 9(7), e18041. https://doi.org/10.1016/j.heliyon.2023.e18041 Santos, F., Pereira, R., & Vasconcelos, J. B. (2019). Toward robotic process automation implementation: An end-to-end perspective. Business Process Management Journal, 26(2), 405–420. https://doi.org/10.1108/BPMJ-12-2018-0380 Smeets, M., Erhard, R., & Kaußler, T. (2021). Robotic process automation (RPA) in the financial sector: Technology—implementation—success for decision makers and users. Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-32974-7 Susilo, A., Prabowo, H., Kosasih, W., Kartono, R., & Utami Tjhin, V. (2021). The implementation of robotic process automation for banking sector: Case study of a private bank in Indonesia. 2021 The 9th International Conference on Information Technology: IoT and Smart City, 365–371. https://doi.org/10.1145/3512576.3512641 Syed, R., Suriadi, S., Adams, M., Bandara, W., Leemans, S. J. J., Ouyang, C., Ter Hofstede, A. H. M., Van De Weerd, I., Wynn, M. T., & Reijers, H. A. (2020). Robotic process automation: Contemporary themes and challenges. Computers in Industry, 115, 103162. https://doi.org/10.1016/j.compind.2019.103162 Villar, A. S., & Khan, N. (2021). Robotic process automation in banking industry: A case study on Deutsche Bank. Journal of Banking and Financial Technology. https://doi.org/10.1007/s42786-021-00030-9
描述 碩士
國立政治大學
國際金融碩士學位學程
113ZB1027
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0113ZB1027
資料類型 thesis
dc.contributor.advisor 許永明zh_TW
dc.contributor.advisor Hsu, Yung-Mingen_US
dc.contributor.author (Authors) 林倩妃zh_TW
dc.contributor.author (Authors) LIN, Chien-Feien_US
dc.creator (作者) 林倩妃zh_TW
dc.creator (作者) LIN, Chien-Feien_US
dc.date (日期) 2026en_US
dc.date.accessioned 2-Feb-2026 12:14:45 (UTC+8)-
dc.date.available 2-Feb-2026 12:14:45 (UTC+8)-
dc.date.issued (上傳時間) 2-Feb-2026 12:14:45 (UTC+8)-
dc.identifier (Other Identifiers) G0113ZB1027en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/161373-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 國際金融碩士學位學程zh_TW
dc.description (描述) 113ZB1027zh_TW
dc.description.abstract (摘要) 隨著國內銀行業完成機器人流程自動化（Robotic Process Automation, RPA）之初期導入，自動化推動重心逐漸由技術可行性轉向治理模式與組織能力建構，惟國內相關實證研究仍有限。本研究以H 銀行為個案，採個案研究法，透過內部文件與成效資料分析，並結合卓越中心（Center of Excellence, CoE）成員與流程使用者之深度訪談，探討銀行於RPA 導入不同階段之挑戰、治理策略與推動機制。研究結果顯示，銀行於顧問退場後若缺乏跨部門治理與角色分工，RPA 推動動能易趨緩；透過成立卓越中心（CoE）以敏捷模式運作加速推動RPA，並導入制度化的需求管理與流程治理機制，可有效強化跨部門協作與自動化成效。研究指出，RPA 成功關鍵不僅在於技術導入，而在於治理與組織機制的成熟度，CoE為銀行由專案型自動化邁向制度化與智慧流程自動化（IPA）的重要管理途徑。zh_TW
dc.description.abstract (摘要) As the domestic banking industry completes the initial implementation of Robotic Process Automation (RPA), the strategic focus of automation initiatives has gradually shifted from technical feasibility to the construction of governance models and organizational capabilities. However, domestic empirical research in this field remains limited. This research adopts a case study methodology, focusing on Bank H as the subject. By analyzing internal documents and performance data, and conducting in-depth interviews with members of the Center of Excellence (CoE) and process users, the study explores the challenges, governance strategies and implementation mechanisms across different stages of RPA adoption. The findings indicate that following the exit of external consultants, the momentum of RPA implementation tends to decelerate if there is a lack of cross-departmental governance and clearly defined roles. The establishment of a CoE, coupled with the introduction of institutionalized demand management and process governance mechanisms, can effectively strengthen cross-departmental collaboration and automation performance. The study concludes that the key to RPA success lies not merely in technical implementation but in the maturity of governance and organizational mechanisms. The CoE serves as a vital management pathway for banks transitioning from project-based automation toward institutionalized and Intelligent Process Automation (IPA).en_US
dc.description.tableofcontents 第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的與問題 3 第三節 研究重要性與貢獻 4 第四節 研究流程 6 第二章 RPA 導入與治理實務討 7 第一節 RPA 在金融業之應用 7 第二節 RPA 的特性與類型 10 第三節 RPA 導入策略與實施模式 14 第四節 RPA 流程自動化遴選準則 17 第五節 RPA 與 AI 之差異及結合應用 20 第六節 RPA 治理（RPA Governance） 22 第七節 RPA 卓越中心（CoE） 24 第三章 個案分析-H 銀行RPA 發展現況 28 第四章 研究方法 37 第一節 研究設計 37 第二節 研究對象 39 第三節 訪談題目 41 第四節 訪談重點整理與分析 44 第五章 結論與建議 53 第一節 研究結論 53 第二節 研究建議 56 第三節 研究限制 57 第四節 未來研究方向 58 參考文獻 59zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0113ZB1027en_US
dc.subject (關鍵詞) 機器人流程自動化zh_TW
dc.subject (關鍵詞) 卓越中心zh_TW
dc.subject (關鍵詞) Robotic Process Automation (RPA)zh_TW
dc.subject (關鍵詞) Center of Excellence (CoE)zh_TW
dc.title (題名) 商業銀行導入機器人流程自動化(RPA)之策略及成效分析 - 以H銀行為例zh_TW
dc.title (題名) Implementation Strategies and Performance Outcomes of Robotic Process Automation (RPA) in Commercial Banks: A Case Study of H Banken_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、中文文獻 干濬程（2019）。探討台灣銀行業之金融科技發展策略—以個案銀行為例（碩士論文）。淡江大學。 王若樸（2022年8月22日）。iThome 2022 CIO 大調查（中）：AI 技術採用動向。iThome。https://www.ithome.com.tw/article/152578 周濟群（2019）。邁向自動化科技化監理－RegTech、RPA 與持續性稽核。會計研究月刊，407，59–64。https://doi.org/10.6650/ARM.201910_(407).0009 唐孝賢（2023）。以深度訪談法探討事務所顧問導入 RPA 之經驗：以某四大會計師事務所協助其金融產業客戶為例［Using in-depth interviews to discuss the experience of consultants in implementing RPA: A study of a Big Four audit firm assisting its clients of the financial sector］。政治大學。 高有成、李興漢、姜義德（2025）。客戶盡職調查導入流程機器人之研究。電腦稽核，51，4–31。 廖玉倩、陳仲儼（2022）。認識「敏捷式內部稽核」。內部稽核季刊。 簡國憲（2024）。金融機構洗錢防制作為之成本效益分析研究：以 C 銀行為例（碩士論文）。國立臺灣大學。https://doi.org/10.6342/NTU202401079 金融監督管理委員會（2025）。金管會公布金融業應用人工智慧（AI）調查結果［新聞稿］。https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news_view.jsp&dataserno=202505200001&dtable=News 數位員工報到了（2022）。RPA 如何改變金融業［Podcast 節目單集］。Apple Podcasts。https://podcasts.apple.com/tw/podcast/%E5%AE%89%E6%B0%B8easy-talk/id1559842431?i=1000549770582 RPA 數位優化器（2022年9月17日）。金融業實例：各大金控如何導入 RPA。Medium。https://medium.com/@rpadigitaltransformer/金融業實例-各大金控如何導入rpa-5b376d0ba44a 二、英文文獻 Anagnoste, S. (2018). Setting up a robotic process automation center of excellence. Management Dynamics in the Knowledge Economy, 6(2), 307–322. Bhattacharyya, S., Banerjee, J. S., & De, D. (Eds.). (2023). Confluence of artificial intelligence and robotic process automation (Vol. 335). Springer Nature Singapore. https://doi.org/10.1007/978-981-19-8296-5 Eulerich, M., Waddoups, N., Wagener, M., & Wood, D. A. (2024). The dark side of robotic process automation (RPA): Understanding risks and challenges with RPA. Accounting Horizons, 38(2), 143–152. https://doi.org/10.2308/HORIZONS-2022-019 Langmann, C., & Turi, D. (2022). Robotic process automation (RPA) - Digitization and automation of processes: Prerequisites, functionality and implementation using accounting as an example. Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-38692-4 Mamede, H. S., Gonçalves Martins, C. M., & Mira Da Silva, M. (2023). A lean approach to robotic process automation in banking. Heliyon, 9(7), e18041. https://doi.org/10.1016/j.heliyon.2023.e18041 Santos, F., Pereira, R., & Vasconcelos, J. B. (2019). Toward robotic process automation implementation: An end-to-end perspective. Business Process Management Journal, 26(2), 405–420. https://doi.org/10.1108/BPMJ-12-2018-0380 Smeets, M., Erhard, R., & Kaußler, T. (2021). Robotic process automation (RPA) in the financial sector: Technology—implementation—success for decision makers and users. Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-32974-7 Susilo, A., Prabowo, H., Kosasih, W., Kartono, R., & Utami Tjhin, V. (2021). The implementation of robotic process automation for banking sector: Case study of a private bank in Indonesia. 2021 The 9th International Conference on Information Technology: IoT and Smart City, 365–371. https://doi.org/10.1145/3512576.3512641 Syed, R., Suriadi, S., Adams, M., Bandara, W., Leemans, S. J. J., Ouyang, C., Ter Hofstede, A. H. M., Van De Weerd, I., Wynn, M. T., & Reijers, H. A. (2020). Robotic process automation: Contemporary themes and challenges. Computers in Industry, 115, 103162. https://doi.org/10.1016/j.compind.2019.103162 Villar, A. S., & Khan, N. (2021). Robotic process automation in banking industry: A case study on Deutsche Bank. Journal of Banking and Financial Technology. https://doi.org/10.1007/s42786-021-00030-9zh_TW