台灣金融業競爭激烈，商業銀行面臨傳統變革、新競爭者加入、創新科技等挑戰，如何能保有專業技能，並於金融環境佔有一席之地，改善企業服務流程，使企業與銀行間互動更緊密，成為重要的管理課題。
本研究為質性研究，旨在檢討個案銀行目前存、放款業務服務實際運作流程，以客戶服務滿意為導向，進行個案銀行之企業服務流程再造。資料蒐集來源包含個案相關書面資料及個案銀行於公開資訊觀測站官網資訊等次級資料，輔以半結構式深度訪談內容之初級資料，藉由研究者之企業服務經驗，修正研究個案銀行企業服務流程。
研究結果如下：1.存款業務：改造後國內匯兌服務流程，企業得以節省人力成本及手續費;改造後支票存款服務流程，企業得以節省人力及作業成本。概括來說，銀行、企業及政府均節省人力、物力、各項成本，並可節省社會資源。2.放款業務：改造後放款作業流程，企業可快速取得所需資金，並因金融共用平台，相對銀行可降低徵信調查作業成本，利率可降低;銀行端則減少櫃檯服務人員的人力成本，加上使用金融共用平台大數據，減少信用調查人員使用成本，增加資金流向可信度，可增加銀行債權確保;政府端亦可因金融數位平台，確認企業間交易其物流、金流相互關係，落實防制洗錢法。
綜合上述，本研究規劃出個案銀行推展金融數位平台，改造企業服務流程，以達銀行、企業、政府三贏局面。

Faced with the reformation of tradition, new competitors, innovative technologies and other challenges, commercial banks are confronted with keen competition among the whole financial industry in Taiwan. To make the interaction between businesses and banks closer, how to maintain professional skills as a leader in the field of financial environment and improve the business service processes has become important issues in management.
This paper is a qualitative research which centers on the actual operational procedures of deposit and loan services of the bank in our case study. This paper also re-engineers the service procedures in the direction of customer satisfaction with our findings. The data sources include the case-related written materials, the secondary information disclosed on Market Observation Post System and the semi-structured deep-interview as the primary information. With the coporate experience, we contintue to modify the enterprise service process of the bank in our case.
The results of the study are as follows:
1. Deposits: After the reformation of the domestic remittance service process, the customer can save labor costs and service charges. The customer can also reduce the labor and operational costs in the presence of the refomated check-deposits service procedures. In summary, banks, customers and governments can save the cost of labors and materials.
2. Loans: After the reformation of the loan service process, the customer can quickly secure the required funds with favorable interest rates because the bank can relatively reduce the cost of credit investigation operation through the shared financial platform. The bank can reduce labor costs of bank tellers as well. Using the big data provided by the shared financial platform, the bank is able to reduce costs of credit investigators, improve the credibility of fund flows and increase the guaranteed amounts of credits. The government can also confirm the relation of logistic and fund flows between firms to implement the Money Laundering control Act effectively due to the financial digital platform.
In conclusion, this study provides the bank in our case with a financial digital platform to reform the enterprise service process to achieve a win-win-win situation among banks, businesses and governments.

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