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研究生:林淑貞
研究生(外文):Shu-Chen Lin
論文名稱:企業資訊系統委外關鍵成功因素之研究
論文名稱(外文):A Study on Critical Success Factors of Corporate Information Systems Outsourcing
指導教授:楊銘賢楊銘賢引用關係
指導教授(外文):Ming-Hsien Yang
學位類別:碩士
校院名稱:輔仁大學
系所名稱:科技管理學程碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2006
畢業學年度:94
語文別:中文
論文頁數:112
中文關鍵詞:資訊系統委外關鍵成功因素資訊系統成功
外文關鍵詞:Information Systems OutsourcingCritical Success FactorsInformation Systems Success
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資訊系統委外現已成為企業改善資訊科技投資報酬率、減少人力、減少資金投入與有效運用先進技術,以增進企業因應環境變遷之重要方法。從過去的支援性工作,至今已成為企業競爭策略的一部份。就實務面而言,資訊系統委外服務仍有層出不窮的問題,如何提高資訊系統委外成功之機會應是企業所關心之重要課題。
本研究透過文獻探討,彙整資訊系統委外因素以及資訊系統成功之衡量構面,藉由個案研究,訪談六家不同行業別企業的資訊系統委外成功經驗,分析資訊系統委外因素與資訊系統成功之關聯,找出資訊系統委外的關鍵成功因素,最後發展出相關的命題作為實務參考,研究結論如下:
一、發包商清楚委外目標及高階主管支持的程度較高,則資訊系統委外的成效將較高。
二、承包商瞭解專案目標及具備先進技術能力的程度,與委外系統的系統品質有正相關性。
三、承包商的產業知識及投入的人力資源,與委外系統的服務品質有顯著相關性。
四、專案成員對企業流程、資訊技術與專案管理的暸解程度,與系統使用者滿意度及專案時程滿意度有顯著相關性。
五、發包商對委外系統需求不明確及承包商的產業知識缺乏,則資訊系統委外的成效將較低。
Information Systems (IS) outsourcing has already become the important method for enterprises to improve the rate of returns of IT investments, reduce manpower, reduce capital investment, use advanced technology effectively, and handle environmental changes. IS outsourcing, from its past supportive nature, has already become a part of enterprise's competitive strategy so far. In fact, IS outsourcing still has many issues. It should be the important issues that enterprises concern about how to improve the chance to succeed in IS outsourcing.
This study is based on literatures review to determine the IS outsourcing factors and the information system success factors. This study conducts field interviews on six different industry companies in Taiwan. Through case study on corporate implementing IS outsourcing successfully, this study analyzes the IS outsourcing factors, the information system success factors as well as their relation, and finds out the critical success factors of IS outsourcing. The following points are concluded for the references in practice:
1. With outsourcing client understands the objective well and its top management’s support is relatively high, its IS outsourcing will be more effective.
2. The outsourcer’s understanding of client’s outsourcing objective and its degree of advanced technical skills are positively related with the system quality of outsourcing.
3. Outsourcer's domain knowledge and human resources are significantly related with the system service quality.
4. Project team member's understanding degree to enterprise's business process, information technology and project management, may affect the users satisfaction and time satisfaction.
5. With outsourcing client’s vague specification and outsourcer’s lacking domain knowledge, IS outsourcing will be relatively less effective.
表 次 vi
圖 次 vii
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 6
第三節 研究流程 7
第貳章 文獻探討 9
第一節 資訊系統委外 9
第二節 資訊系統成功之衡量 17
第三節 關鍵成功因素 21
第四節 資訊系統委外之關鍵因素 28
第參章 研究方法 33
第一節 研究架構 33
第二節 研究變項與衡量 35
第三節 研究對象 45
第四節 個案研究方法 45
第五節 資料蒐集與分析 47
第肆章 個案研究與分析 49
第一節 個案描述 49
第二節 資訊系統委外因素構面 55
第三節 資訊系統成功構面 76
第四節 比較與分析 85
第五節 命題發展 94
第伍章 結論與建議 99
第一節 研究結論 99
第二節 研究限制 101
第三節 後續研究建議 101
參考文獻 103
附錄 109
一、中文部份
1.王天賜,衡量ERP供應廠商服務品質之成功模式,中央大學企業管理學系碩士論文,2003。
2.戎懷章,資訊業務委外管理機制之設計與應用,淡江大學資訊管理學系研究所碩士論文,2000。
3.李如璋,資訊科技委外理論與實務關鍵因素之比較分析-以金融業為例,銘傳大學資訊管理學系碩士在職專班碩士論文,2004。
4.吳思華,產業政策與企業策略,中國經濟企業研究所,1988。
5.吳琮璠、謝清佳,資訊管理:理論與實務,台北:致勝,2000。
6.黃仁伯,資訊系統委外環境與類型之探討,國立交通大學經營管理研究所博士論文,2000。
7.黃時奇,企業資訊委外風險管理行為對其委外績效之影響,銘傳大學管理研究所碩士論文,2005。
8.黃營杉,台灣地區中小企業行銷現代化與經營策略,國科會專題研究報告NSC82-0301-H005A-017-F2,1995。
9.張簡勉志,ERP系統之使用者滿意度問卷建構,中山大學企業管理學系研究所碩士論文,2000。
10.劉承平,我國高科技產業資訊系統委外計劃之管理,國立政治大學資訊管理研究所碩士論文,1997。

二、英文部份
1.Aaker, D.A., “Strategic Market Management,” NY: John Wiley and Sons Co., 1984, p. 284.
2.Claver, E., Gonzalez, R., Gasco, J. and Llopis, J., ”Information systems outsourcing: reasons, reservations and success factors,” Logistics Information Management, Vol. 15, No. 4, 2002, pp. 294-308.
3.Daniel, D.R., “Management Information Crisis,” Harvard Business Review, Vol. 39, No. 5, Sep./Oct. 1961, pp. 111-121.
4.DeLone, W.H. and McLean, E.R., “Information Systems Success: The Quest for Dependent Variable,” Information Systems Research, Vol.3, No. 1, 1992, pp. 60-95.
5.DeLone, W.H. and McLean, E.R., “The DeLone and McLean Model of Information Systems Success: A Ten-Year Update,” Journal of Management Information Systems, Vol. 19, No. 4, Spring 2003, pp. 9-30.
6.Ferguson, C.R. and Dickinson, R., “Critical Success Factor for Directors in the Eighties,” Business Horizons, Vol. 25, No. 3, May-June 1982, pp. 14-18.
7.Grover, V. and Teng, J.T.C., “The Decision to Outsourcing Information Systems Functions,” Journal of Systems Management, Vol. 44, No. 11, Nov. 1993, pp. 34-38.
8.Grover, V., Cheon, M.J. and Teng, J.T.C., “The Effect of Service Quality and Partnership on the Outsourcing of Information Systems Functions,” Journal of Management Information Systems, Vol. 12, No. 4, Spring 1996, pp. 89-116.
9.Jennex, M.E. and Adelakun, O., “Success Factors for Offshore Information System Development,” Journal of Information Technology Cases and Applications, Vol. 5, No. 3, 2003, pp. 12-31.
10.Judenberg, J., “Applications maintenance outsourcing,” Information Systems Management, Vol. 11, No. 4, Fall 1994, pp. 34-38.
11.Lacity, M.C. and Hirschheim, R., Beyond the Information Systems Outsourcing Bandwagon: The Insourcing Response, John Wiley & Sons, NY, 1995.
12.Lee, J.N. and Kim, Y.G., “Effect of Partnership Quality on IS Outsourcing Success: Conceptual Framework and Empirical Validation,” Journal of Management Information Systems, Vol. 15, No. 4, Spring 1999, pp. 29-61.
13.Leidecker J.K. and Bruno A.V., “Identifying and Using Critical Success Factors,“ Long Range Planning, Vol. 17, No. 1, 1984, pp. 23-32.
14.Loh, L. and Venkatraman, N., “Determinants of Information Technology Outsourcing:A Cross-Sectional Analysis,” Journal of Management Information Systems, Vol.9, No.1, Summer 1992, pp. 7-24.
15.Martin, E.W., “Critical Success Factors of Chief MIS/DP Executives,” MIS Quarterly, Vol. 6, No. 2; June 1982, pp. 1-9.
16.McFarlan, F.W. and Nolan, R.L., “How to Manage an IT Outsourcing Alliance,” Sloan Management Review, Winter 1995, pp. 9-23.
17.Meyer, N.D., “A sensible approach to outsourcing,” Information Systems Management, Vol. 11, No. 4, Fall 1994, pp. 23-27.
18.Misra, R.B., “Global IT Outsourcing: Metrics for Success of All Parties,” Journal of Information Technology Cases and Applications, Vol. 6, No. 3, 2004, pp. 21-34.
19.Molla, A. and Licker, P.S., “E-commerce system success: an attempt to extend and pespecify the Delone and Mclean model of IS success,” Journal of Electronic Commerce Research, Vol. 2, No. 4, 2001, pp. 131-141.
20.Parasuraman, A., Zeithaml, V.A. and Berry, L.L., “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol. 64, No. 1, 1988, pp. 12-40.
21.Parasuraman, A., Zeithaml, V.A. and Berry, L.L., “Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, Vol. 67, No. 4, 1991, pp. 420-450.
22.Rockart, J.F., “Chief Executives Define Their Own Data Needs,” Harvard Business Review, March-April 1979, pp. 81-93.
23.Saunders, C., Gebelt, M. and Hu, Q., ”Achieving success in information systems outsourcing,” California Management Review, Vol. 39, No. 2, Winter 1997, pp. 63-79.
24.Shank, M.E., Boynton, A.C. and Zmud, R.W., “Critical Success Factor Analysis as a Methodology for MIS Planning,” MIS Quarterly, Vol. 9, No. 2, Jun 1985, pp. 121-130.
25.Torkzadeh, G. and Doll, W.J., “The development of a tool for measuring the perceived impact of information technology on work,” Omega—The International Journal of Management Science, Vol. 27, No. 3, 1999, pp. 327-339.
26.Whyte, G. and Bytheway, A., “Factors Affecting Information Systems’ Success,” International Journal of Service Industry Management, Vol. 7, No. 1, 1996, pp. 74-93.
27.Wixom, B.H. and Watson, H.J., “An Empirical Investigation of The Factors Affecting Data Warehousing Success,” MIS Quarterly, Vol. 25, No. 1, March 2001, pp. 17-41.
28.Yin, R.K., Case Study Research: Design and Methods – Applied Social Research Methods, Vol. 5, Thousand Oaks, CA, Sage Publications, May 1994.

三、網站資料部份
1.The Outsourcing Institute, The Fifth Annual Outsourcing Index, http://www.outsourcinginstitute.com/oi_index/default.html, 2006/01/15.
2.The Outsourcing Institute, 8th Annual Outsourcing Index, http://www.outsourcing.com/content.asp?page=01b/other/oe/q405/moneymatters.html&nonav=false, 2006/01/15.
3.行政院主計處電子處理資料中心,中華民國九十三年度電腦應用概況報告,http://www.dgbas.gov.tw/ct.asp?xItem=14284&CtNode=3545
,2006/01/20。
4.iThome,臺灣IT委外:從降低成本轉向效益導向(IT委外特輯一),http://www.ithome.com.tw/itadm/article.php?c=35693,2006/03/12。
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