資訊委外採用ASP模式之成功關鍵因素

The Critical Success Factors of Adoption with ASP Model in Information Outsourcing

許維澤(Wei-Tzer Hsu)

指導教授 ： 林耀欽 博士

元智大學/資訊學院/資訊管理學系/碩士(2002年)

摘要

由於網際網路運用的盛行，企業正面臨資訊科技快速變遷所產生的壓力，更需要藉由資訊委外服務的模式來滿足企業營運上的需求及反應的速度。資訊委外之企業導入考量，似乎是企業維持競爭優勢的唯一方式，善用分工模式，使整個企業更能投入核心價值、企業的運作要比競爭者更有效率且經由分工模式每一個個體才能有最佳的學習區線和生產曲線，以產生最佳的競爭優勢。
本論文的分析主軸是以客戶需求為導向，對資訊委外採用「軟體服務供應商」(Application Service Provider，ASP) 模式時，分別以企業需求因素構面、資訊科技獲得構面、ASP的供應構面對成功關鍵因素進行研究，在研究方法中為求關鍵因素能夠客觀、嚴謹，除了在問卷量表中設計有開放式問卷作為負面反證之外，另規劃專業經理人訪談，使得整體研究過程中除了相關文獻探討外結合問卷及訪談之實證性研究，於分析主軸及研究模式中能對供需之構面及兩者之介面關係更為周詳與佐證，期對國內中小企業未來將採用ASP模式導入e化者及ASP業者有所貢獻與建議。
本研究問卷調查中共發出500份問卷，其中扣除無法投遞者後共486份，回收110份，有效問卷106份，問卷回收率21.81%，其中有導入ASP模式者有28份，佔回收樣本26.42%。
本研究結果發現於研究模型架構中之企業需求因素構面以「企業要有明確的委外需求及目標」及「企業需釐清不同的ASP運作模式及觀念」為成功關鍵因素，在資訊科技獲得因素構面中以「企業主與供應商之間需建立良好的溝通管道」、「不定期檢測資料庫的安全性及私密性並做好備援演練」及「定期分析、稽核SLA報表與建立SLA變更時的配套處理機制」為成功關鍵因素，在ASP的供應因素構面中以「應用軟體系統需內建電子認證簽章的機制」及「重視Data Center的安全性及機密性」為此構面之成功關鍵因素。
本論文運用研究發現的結果，提出「資訊委外採用ASP模式之導入架構與流程」，提供給正在評估要進行資訊委外之中小企業作為指導方針，期能正確、有效的採用ASP模式，以快速、低廉的預算成功的導入企業e化，讓企業更專注核心產業，更具競爭優勢，邁向國際化。

關鍵字

資訊委外 ； 軟體服務供應商 ； 資訊科技獲得 ； 服務水準協議書 ； 成功關鍵因素

並列摘要

Due to the rising and flourishing use of Internet, the enterprises are facing the pressure resulted from the rapid changing of information technology. It needs the model of information outsourcing to content the requirement and quick response of enterprises. It seems that using the way of information outsourcing is the only way to keep in the advantageous position. Taking advantage of cooperation of labor makes all the enterprise plunge into the industry’s core value, and more efficient than the other competitors and each individual will have the best learning and producing curve. It goes without saying that it will come into the best competition advantage in this case.
The main shaft of this research focuses on the customer’s demand. For the information outsourcing adopting the ASP model, 「enterprises’ demand」, 「acquiring information technology」and 「ASP supplier」are three axis used in this research. In order to acquire the objective and careful critical factors, the questionnaire in this research includes the public questionnaire and interviewing with the professional managers to obtain the true and convinced data. Most important of all, this research looks forward to making contribution to the domestic enterprises to reduce the risk of information outsourcing and have a guideline for adoption with ASP Model and for ASP providers some suggestion in contruction.
500 pieces of questionnaires were prepared in this research. Totally sent 486 pieces of questionnaires after deducting undeliverable ones. Returned 110 pieces of questionnaires, 106 ones are effective. The returning percentage of questionnaire is 21.81%. There are 28 samples using ASP model among them, accounting for 26.42%.
This research found that 「Importance of definite goal and demand」and 「Importance of clearing the ASP model and concept」are two critical factors for the enterprises’ demand, and 「Importance of setting up a good channel of communication between enterprises and suppliers」,「Importance of casually checking the security, privacy and backup of database」and「Importance of regular analysis/auditing SLA reports」are critical factors for acquiring information technology, and 「 Software’s capability of built-in certified Authentication mechanism」and 「Safety and security of data center」are two critical factors for the ASP suppliers.
This research provides「The Process of Adoption with ASP Model in Information Outsourcing 」, giving the enterprises that want to proceed with information outsourcing a guiding principle. And expect all the enterprises using ASP model correctly and efficiently to be e-Business successfully in a rapid and low-priced way. The enterprises can pay more attention on their own core industry, productivity and internationalization.

並列關鍵字

Information Outsourcing ； Application Service Provider (ASP) ； IT Procurement ； Service Level Agreement (SLA) ； Critical Success Factor (CSF)

參考文獻

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