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研究生:林群國
研究生(外文):Chun-kuo Lin
論文名稱:資訊委外成功因素之研究
論文名稱(外文):A Study on Success Factors for Information Outsourcing
指導教授:廖鴻圖廖鴻圖引用關係
指導教授(外文):Horng-Twu Liaw
學位類別:碩士
校院名稱:世新大學
系所名稱:資訊管理學研究所(含碩專班)
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2008
畢業學年度:97
語文別:中文
論文頁數:100
中文關鍵詞:資訊委外企業流程委外
外文關鍵詞:Information OutsourcingBusiness Process Outsourcing
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企業流程委外對管理階層而言已非新的思維,其重要價值在於將資源集中於企業核心競爭力上,降低相關管理及營運支出,透過規模經濟來精簡成本。企業面臨來自全球的競爭,為維持其競爭優勢、加速引進新技術,委外遂成為提昇企業競爭力的策略之ㄧ。
本研究由探討企業委外的意義及主要原因切入,透過不同構面分析資訊委外的優點與影響,以及資訊委外可能帶來的利益及風險。進而透過以往的研究及文獻來探討資訊委外成功的定義以及關鍵因素。
其後,於歸納資訊委外成功模式及關鍵因素後,本研究透過委外服務接受者、委外服務供應商以及良好溝通模式等三個層次為架構,透過個案深度訪談,以系統品質、資訊品質、服務品質、使用程度、使用者滿意度及淨利益等構面來分析實務上資訊委外成功之關鍵因素。
個案分析中選定的訪談對象除委外服務接受者外,亦包含委外服務供應商,從需求方及供給方等不同角度來取得分析資料來源,以增加資料的客觀性。針對訪談個案於資訊委外因素方面以及資訊系統成功方面做比較分析,進而引導歸納出研究結論及建議。
Business process outsourcing (BPO) is not a new management concept, the key value of business process outsourcing is reducing operating and management expenditure, providing economies of scale, and to focus industry resources on core competence. Comfronting gloabular competition, industries in order to hold an advantageous position and hasten the adhibition of new technology, which regard business process outsourcing as one of the strategies which upgrading competitiveness.
The disseration commence with discussion about the definition and consideration of BPO, analyzing the advantages, influence, potencial benefit and risk of BPO. Futurely discuss the criterion and key factor of BPO success through previous research and literature.
Subsequently, the research perform case study structurized to levels as BPO recipient, BPO provider, and communication, lead to conclusion of BPO success key factor through the analysis on system quality, information quality, service quality, application extent, satisfaction of user and net profit.
The case study select interviewees include not only BPO recipients but also BPO providers, to increase the objectivity of the disseration. Analyzing and comparing focus on the incentive and success key factor of information system outsourcing, and lead to conlutions and suggestions.
摘要 Ⅰ
Abstract Ⅱ
目錄 Ⅲ
圖目錄 Ⅳ
表目錄 Ⅴ
第一章 緒 論 1
第一節 研究背景與動機 1
第二節 研究目的 8
第三節 研究步驟 8
第二章 文獻探討 9
第一節 委外的意義 9
第二節 委外的主要原因 18
第三節 資訊委外的利益與風險 21
第四節 資訊系統委外成功定義 24
第五節 資訊系統委外關鍵成功因素 26
第三章 研究架構及研究方法 37
第一節 研究架構 37
第二節 研究方法 38
第三節 研究變項與衡量 41
第四章 個案研究與分析 48
第一節 個案描述 48
第二節 資訊系統委外因素構面 53
第三節 資訊系統成功構面 69
第四節 比較與分析 77
第五章 結論與建議 80
第一節 結論 80
第二節 研究限制 82
第三節 研究建議 83
參考文獻 85
個案訪談與綱要 88
ㄧ、中文部份
1.吳宗璠、謝清佳,資訊管理理論與實務,民國89年。
2.張慧莉,資訊系統委外成功因素之探討-以我國海關為例,台灣大學資訊管理學系碩士論文,民國86年。
3.塔克科技,資訊系統委外管理概論,民國88年。
4.蘇祐毅,資訊外包關鍵因素之探討」,台灣大學商學研究所碩士論文,民國88年。
5.陳正坤,資訊系統發展之委外管理研究,台灣大學商學研究所碩士論文,民國86年。
6.姜嘉豐,資訊系統委外交易研究,台灣大學商學研究所碩士論文,民國87年。
7.郭俊祥,資訊系統委外關鍵成功因素之研究-以台北市政府為例,台北大學統計學系碩士論文,民國94年。
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,民國84年。
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碩士論文,民國89年。
10.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碩士論文,民國89年。
11.吳思華,產業政策與企業策略,中國經濟企業研究所,民國77年。
12.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論文,民國93年。
13.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,民國92年。
14.黃仁伯,資訊系統委外環境與類型之探討,交通大學經營管理所博士論文,民國89年。
15.劉承平,我國高科技產業資訊系統委外計畫之管理,政治大學資訊管理學系碩士論文,民國86年。
16.黃時奇,企業資訊委外風險管理行為對其委外績效之影響,銘傳大學管理學研究所碩士論文,民國94年。
二、英文部份
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