臺灣博碩士論文加值系統

資訊系統委外活動屬於企業策略管理活動之一，在審核資訊系統委外活動績效上，績效目標亦可視為委外目標。資訊系統委外的型態中，一般日常操作維護性質的工作，在委由承包商負責後，資訊人員所扮演的角色，將從第一線維護操作的角色，轉型為同時具有委外活動管理與監督人員的兩種身分。資訊系統委外活動通常具時效性，因此在有限的時、空間下，資訊人員除具備相關專業技術能力外，同時也必須具備相關執行委外合約或管理委外關係之能力。由於早期國內外相關文獻，對資訊系統委外活動探討，包含委外決策、委外選商、委外流程、合約管理、委外成功等議題繁多，並多著重於決策層面之研究。但對於委外合約簽訂後之委外關係管理能力及其與委外績效之關係，則少有探討。因此，本研究將以資訊人員觀點，透過德爾菲法問卷調查資訊系統委外關係管理能力之結構。其次，藉由案例實證委外關係管理能力對委外績效之影響關係。
本研究除以個案研究說明資訊系統委外關係管理之執行複雜程度，且為提升研究結果之信度與效度，本個案設計排除產業別與企業文化之差異性及其他不確定因素，探討在同一企業、同一承包商及不同資訊部門下，委外關係管理能力對委外績效之影響關係。最後，本研究彙整專家問卷結果及個案研究結果，以確立本研究架構。研究發現有二，第一、資訊人員應具備委外關係管理能力之三項子概念，包括：資訊技術管理能力、人際關係管理能力與委外合約管理能力等共二十五項能力元素。第二、上述三項管理能力構面與委外績效之間成正向影響關係。然而，本研究發現可做為未來學術研究實證之基礎，與提供企業做為相關資源分配之參考依據。

Outsourcing has been a growing trend for organizations to manage their Information Systems. A sound outsourcing performance is deemed as the IS outsourcing goal. When outsoucing starts, a firm’s information department transforms itself from a service provider to a service custodian. It should be capable to identify and evaluate vendors of information technology services, and monitor them to fulfill their contractual obligations as well as to manage the vendor relationship. Most research concerning the IS outsourcing has focused on its determinants, costs, benefits, decision processes, vendor selections and contracting, while the vendor relationship is often overlooked. However, firms can only benefit from outsourcing most when they learn how to manage the relationship with outsourcers. This paper uses Delphi method to uncover the structure of an important construct, namely outsourcing relationship management. A case study method is alos employed to empirically test the relationship between outsourcing relationship management and outsourcing performance. The Delphi research shows that the construct of Outsourcing Relationship Management is a latent variable consisting of three dimensions. Evidences from the case study indicate that Outsourcing Relationship Management has positive impact on outsouceing performance. Implications and limitations are also discussed.

書名頁 i
論文口試委員審定書 ii
授權書 iii
中文摘要 iv
英文摘要 v
誌謝 vi
目錄 vii
表目錄 x
圖目錄 xi
第一章 序論 1
1.1 前言 1
1.2 研究方法與設計 2
1.2.1 德爾菲法 3
1.2.2 個案研究方法 4
1.3 研究貢獻 5
1.4 小結 5
第二章 文獻探討 7
2.1 資訊系統委外關係管理能力 7
2.2 系統委外績效 12
2.3 小結 15
第三章 德爾菲法流程與資料分析 16
3.1 德爾菲法 16
3.2 德爾菲法實施流程 17
3.3 資料收集與分析 21
3.3.1 建立研究主題 21
3.3.2 選取專家成員 22
3.3.3 第一回合問卷 23
3.3.4 第二回合問卷 26
3.3.5 第三回合問卷 30
3.3.6 穩定性分析 33
3.3.7 問卷結果 34
3.4 小結 36
第四章 個案研究與結果分析 37
4.1 個案研究 37
4.2 個案研究流程 38
4.3 個案選擇 39
4.4 委外關係管理能力比較 42
4.5 委外績效指標 45
4.6 委外關係管理能力與委外績效 48
4.6.1 資訊系統妥善率分析 49
4.6.2 資訊系統委外金額降低率分析 55
4.6.3 承包商反應效率及處理效率分析 61
4.6.4 個案研究結果 65
4.7 小結 67
第五章 研究結論與建議 68
5.1 研究發現 68
5.2 研究貢獻 72
5.2.1 學術貢獻 72
5.2.2 實務貢獻 73
5.3 研究限制 74
5.4 研究發展與建議 75
附件一：專家成員 77
附件二：第一回合問卷 79
附件三：第一回合專家回覆意見 83
附件四：第二回合問卷 86
附件五：第三回合問卷 92
參考文獻 98

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