# IL 302 — Enterprise AI Transformation Roadmap：填寫範例（SYN-CS-001 擴展）/ Filled Example (SYN-CS-001 extended)

> 本範例延伸共用合成案例 SYN-CS-001（示例公司「示範服務公司 A」），所有組織、人物與數據均為合成教學資料，
> 不代表任何真實企業或真實結果。本範例是 Module 3 課程內文「找出刻意保留的錯誤」練習修訂後的最終版
> 本，已把「權限／存取行動」從錯誤的直接沿用改為重新設計與測試。/ This example extends the shared
> synthetic case SYN-CS-001 (the example company "Demo Service Company A"); all organizations, people, and
> figures are synthetic teaching data and do not represent any real company or real outcome. This is
> the corrected final version of the "find the deliberate error" exercise in Module 3, with the
> access/permissions action fixed from an erroneous direct reuse to a redesign-and-test action.

版本 / Version: v1.0（2026-09-26）

## 中文

### 部門差異分析：客服部門（原） vs. 業務部門（新）

| 面向 | 客服部門（原） | 業務部門（新） | 落差／缺口 |
|---|---|---|---|
| 資料品質 | 知識庫由客服部門維護，過期／矛盾文件已標記排除 | 報價與合約條款個案調整，知識庫未涵蓋 | 需重新盤點業務部門的知識來源 |
| 流程 | 標準化問題分類與回覆流程 | 高度依賴個案協商，無標準化流程 | 需設計適合業務情境的回覆嵌入方式 |
| 權限／存取 | 唯讀整合已測試，涵蓋知識庫全部內容 | 對客戶合約與價格資訊有更嚴格分級，從未針對業務部門測試 | 需重新設計並測試存取範圍（見下方 90 天行動修訂） |
| 採用意願 | 已有教育訓練與教練支援 | 完全未受訓練，不認為需要此工具 | 需設計業務部門專屬的教育訓練與溝通 |
| 技能 | 習慣核對制式回覆，覆核成本低 | 依賴業務經驗，不習慣核對 AI 文字 | 需建立適合業務人員的覆核習慣與誘因 |
| 成本 | 已編列覆核人力與授權預算 | 未編列相關預算，無人力指派覆核 | 需在業務部門預算中新增對應項目 |

### 90 天行動

| 行動 | 負責人 | 到期日 | 依賴 | 資源 | 成功指標 | 證據來源 | 檢視日期 | 承諾狀態 |
|---|---|---|---|---|---|---|---|---|
| 盤點並更新業務部門報價與合約知識庫 | 業務部門知識內容負責人（合成角色） | 2026-06-15 | 業務部門主管核准開放更新權限 | 業務部門內容專員每週 5 小時，8 週 | 知識庫涵蓋 20 類常見報價情境，抽樣 10 筆測試一致率 ≥90% | 抽樣測試紀錄 | 2026-06-22 | 已承諾 |
| 針對業務部門重新設計並測試存取權限（修訂後） | 技術管理員與業務部門主管（合成角色） | 2026-06-30 | 業務部門主管確認客戶合約與價格資訊分級規則 | 技術管理員 20 小時 | 抽樣測試顯示業務人員帳號僅能存取權限範圍內資訊，無越權紀錄 | 權限測試紀錄 | 2026-07-07 | 已承諾 |
| 設計業務部門專屬教育訓練 | （尚未指派） | （尚未確定） | 依賴上述知識庫更新完成 | （尚未編列預算） | （待定） | （待定） | （待定） | 未承諾（目前找不到具體負責人與預算，暫列待評估） |

### 12 個月方向

| 項目 | 內容 |
|---|---|
| 擴散範圍的階段規劃 | 業務部門 90 天行動全部驗證通過且權限測試無越權紀錄後，才評估是否擴散到採購部門；目前僅為待評估方向，尚無負責人或資源討論 |
| 與投資組合的連結 | 客服知識助理維持「擴大（Scale）」配置，業務部門擴散視為擴大範圍的一部分，需重新評估價值帳本 |
| 能力與營運模式的演進 | 若業務部門正式採用，第二線支援需擴編以涵蓋業務相關問題類型 |
| 檢視節奏與主持角色 | 每季由治理負責人主持一次跨部門擴散審查，確認假設是否仍然成立 |

| 段落 | 內容 |
|---|---|
| 合成練習聲明 | 本範例為合成練習，延伸自 SYN-CS-001，不代表真實企業專案或實際核准結果。 |

## English

### Department-difference analysis: customer service (original) vs. sales (new)

| Dimension | Customer service (original) | Sales (new) | Gap |
|---|---|---|---|
| Data quality | Knowledge base maintained by customer service; outdated/conflicting docs flagged | Pricing and contract terms negotiated case by case, not covered by the knowledge base | Need to re-inventory sales knowledge sources |
| Process | Standardized issue classification and reply process | Heavily relationship/negotiation driven, no standardized process | Need a reply-embedding approach suited to sales |
| Access/permissions | Read-only integration already tested, covers the whole knowledge base | Stricter tiers for customer contracts and pricing; never tested for sales | Need to redesign and test access scope (see the revised 90-day action below) |
| Adoption willingness | Already has training and coaching support | No training at all; does not see the tool as needed | Need sales-specific training and communication |
| Skill | Used to checking standardized replies, low review cost | Relies on sales experience, not used to checking AI text | Need to build a review habit and incentive suited to sales staff |
| Cost | Reviewer labor and licensing already budgeted | No budget, no one assigned to review | Need to add a corresponding line item to the sales budget |

### 90-day actions

| Action | Owner | Due date | Dependency | Resource | Success metric | Evidence source | Review date | Commitment status |
|---|---|---|---|---|---|---|---|---|
| Inventory and update the sales pricing/contract knowledge base | Sales knowledge content owner (synthetic role) | 2026-06-15 | Sales department head approves update access | 5 hrs/week from a sales content specialist, 8 weeks | Knowledge base covers 20 common pricing scenarios; sample of 10 tests shows ≥90% match | Sample test log | 2026-06-22 | Committed |
| Redesign and test access permissions for the sales department (revised) | Technical administrator and sales department head (synthetic roles) | 2026-06-30 | Sales department head confirms access tiers for contracts/pricing | 20 hrs from technical administrator | Sample testing shows sales accounts access only in-scope information, no over-access recorded | Permission test log | 2026-07-07 | Committed |
| Design sales-specific training | (not yet assigned) | (not yet set) | Depends on the knowledge-base update above | (no budget allocated yet) | (pending) | (pending) | (pending) | Uncommitted (no findable owner or budget yet; logged as under evaluation) |

### 12-month direction

| Item | Content |
|---|---|
| Phased scale-out plan | Only after all sales 90-day actions pass verification and permission testing shows no over-access will scaling to procurement be evaluated; this is currently only a direction under evaluation with no owner or resource discussion |
| Link to the portfolio | The knowledge assistant stays in the "Scale" allocation; sales scale-out is part of that scope and requires a re-evaluated value ledger |
| Evolution of capability and operating model | If sales adoption becomes formal, second-line support needs to expand to cover sales-related issue types |
| Review cadence and who runs it | The governance owner runs a quarterly cross-department scale-out review to confirm the assumptions still hold |

| Section | Content |
|---|---|
| Synthetic-exercise statement | This example is a synthetic exercise extending SYN-CS-001 and does not represent a real company project or an actual approval outcome. |