台灣資服業人力派遣模式與人力資源管理關連之探討–以A公司對金融業之服務為個案

The Study of Relationships between Dispatching Model of Information Service Industry and Human Resource Management in Taiwan- Evidence from the service “A” company providing to Banking Industry

許淑珠(Shu-Chu Hsu)

指導教授 ： 王居卿 ； 楊立人

淡江大學/管理學院/管理科學研究所企業經營碩士在職專班/碩士(2006年)

https://doi.org/10.6846/TKU.2006.00601

摘要

我國資訊服務業者長期以來大多以專案承接的單一商業模式經營，獲利普遍不佳，存在著規模偏小、資金不足、市場受限及市場重疊等問題。如何以創新的商業經營模式突破現況，進而掌握相關成功關鍵因素，獲取眾多客戶的再購買，使企業得以永續經營乃是值得去加以探究的問題。

本研究以國內某資訊服務廠商為研究對象，主要目的在探討我國資訊服務業者對創新商業經營模式提供看法，透過人力資源管理的關鍵因素的掌握，以了解人力派遣創新商業模式與人力資源管理之關連。

透過訪談與文獻探討後發現，我國資訊服務業在人力派遣服務業務上會受到人力資源控管、產業知識取得、技術品質要求及彈性運作所影響。本研究再根據受訪廠商對人力派遣看法進行分析推論，由企業營運環境、服務金三角模式、創新服務模式、資訊服務架構、目標市場設定、員工職涯規劃、智慧資本及資訊服務業的服務金三角等，建構出一個人力派遣的創新商業經營模式，這創新的新商業經營模式包含了三種子運作模式，缺一不可，必須同時存在運作，相輔相成，其人力資源的分工且合作管理模式為成功關鍵要素。

關鍵字

服務金三角 ； 人力資源

並列摘要

The Information service industry in Taiwan had has disadvantages for a long time in terms of small scale market, capital shortage, restricted market, overlapping markets, and etc. Most of the companies run business based on a single business model. In general, they are not profitable. How to make a breakthrough from status quo to upgrading the business model, to grasp the key success factors, to attract customers’ repurchasing, and then to obtain the sustainable competitive advantage are worthy of exploration.
This research was gathered from the information service industry in Taiwan. I expected to investigate the perspective of Taiwan’s information service industry to innovate the business model, after to the acquisition of the human resource management key factors, The main goals of this research is to investigate manpower and to dispatch innovate business model key factors of information service industry in Taiwan.
Firstly, after the interview of industry and literature survey, it can be found that manpower dispatching service models of information service industry in Taiwan may be affected by human resource control, knowledge from industry know-how, technique quality needs, and the changing operations. Moreover, this research was analyzed and inferred according to the interviewed enterprise in information service industry. It indicated that with there are factors that influence viewpoints to manpower to dispatch perspective. From evaluating this Information Service Company, I found a new innovative business model. This service model, termed “Service Triangle” has three legs: Customer, Employee, and Company. These three entities are interdependent, and always working alongside simultaneously to keeps this business operating. In order to have this service of triangle, these factors, such as target market setting, individual development plan, intellectual capital, forms the service triangle of the information service industry. To establish an innovative and successful business model of manpower dispatch, the new business operation model includes three kinds of operations sub-models, which must coexist in the overall business structure. The key success factors are division of labor, human resource and a cooperation management model.

並列關鍵字

service triangle ； human resource

參考文獻

13.簡建忠(1999)，「台灣派遣勞工對派遣工作看法之研究」，勞資關係論叢，第9期，頁99-1240。

6.林淑姬(1992)，「薪酬公平、程序公正與組織承諾、組織公民行為關係之研究」，政治大學企業管理所博士論文。

4.Arthur, J. B.,(1992),”The Link between Business Strategy and Industrial Relational Systems in American Steel Minimills ”, Industrial and Labor Relations Review, 45:pp.488-506.

6.Barney, J. B.(1986),”Strategic Factor Markets: Expectations Luck/and Business”, Strategy Management Science, pp.1231-1241.

8.Basili, V.R., (1989) “The Experience Factory: packaging software experience”. Proceedings of the 14th annual Software Engineering Workshop, NASA Goddard Space Flight Center, Greenbelt MD 20771.