資訊服務滿意度與資訊委外人力關係之案例研究

A case of study on Relationship Between the Satisfaction of Information Service and The IT Outsourcing

朱亦傑(Yi-Chieh Chu)

指導教授 ： 林耀欽

元智大學/資訊學院/資訊管理學系/碩士(2012年)

摘要

行政院鑒於資訊科技快速發展，考量部分機關組織精簡，執行資訊專業人力不敷，於2002年公佈「行政院所屬機關資訊業務委外服務作業原則」，期能透過民間科技公司專業技能，協助建立資訊e化作業。雇主機關(以下簡稱甲方)缺乏合理的規範，績效考核辦法不夠明確；派遣廠商(以下簡稱乙方)低價競標，惡化委外人力(以下簡稱丙方)的基本權益，導致勞雇之間的爭議，扭曲委外服務的良善初衷。
丙方受雇於甲方時，屬於機關內部最弱勢人力。丙方工作適任與否係以個人考績為依據，甲方透過電子問卷方式，委由使用者實施服務滿意度評分。問卷調查的可靠性及主管態度影響評鑑機制的良窳，也衍生出丙方工作保障的穩定性；期能以人、技術、管理程序，作為資訊服務滿意度之評鑑重點，真實反應丙方工作績效，避免主管態度干擾資訊服務滿意度之結果。本研究將以個案研究及訪談法等方式，以國內某公司採用資訊委外模式為研究對象，透過其實際用於資訊委外人員績效考核之方式探討，最後加以改善資訊服務委外人員所遇到的問題。

關鍵字

資訊委外 ； 資訊服務滿意度 ； 主管態度 ； 績效考核

並列摘要

Due to the swift information technical development of recent years, some streamlined government organizations occurred short-handed problem in the information department, the Executive Yuan notified “All the Organizations Subordinated to the Executive Yuan the Information Outsourcing Operation Reference” in 2002 in order to establish the E-information system through the help of the non-governmental companies.
Because of the employer organization (thereinafter called A) short of reasonable standard to appraise the efficiency and the dispatching company (thereinafter called B) getting the competitive tender at low price to deteriorate the basic rights and interests of the IT outsourcing personnel(thereinafter called C), cause the controversy between B and C, and contort the good intention of the outsourcing service as well.C is the most disadvantaged personnel employed by A, the capability is evaluated in accordance with the efficiency, A get the result by way of making the E-questionnaire through the users. But the dependability of questionnaire and the attitude of the supervisor also influence the work stability of C. Expecting to provide an evaluating satisfaction method with emphasis on man, technology and management procedure to reflect C’s real performance appraisal and to avoid the interference from the supervisor .This study is researched by cases and interviews based on certain local company the way of their practical situation of IT outsourcing performance appraisal system, hoping to improve the plight of the IT outsourcing service personnel.

並列關鍵字

IT outsourcing ； Information service satisfaction ； Attitude for the supervisor ； Performance appraisal

參考文獻

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