影響系統整合專案委外績效之因素-以知識管理與軟體能力成熟度整合模式之觀點

A Study of Information System Outsourcing Performance-Base on KM and CMMI

鄭秀華(HSIU-HUA CHENG)

指導教授 ： 吳肇銘

中原大學/商學院/資訊管理研究所/碩士(2003年)

https://doi.org/10.6840/cycu200300202

摘要

隨著數位資訊時代的來臨，各企業為因應大環境的變動，紛紛透過資訊科技，輔助企業營運，以快速反應市場。軟體公司在面對龐大的資訊系統委外與專業分工趨勢的壓力下，系統整合專案委外的統籌管理議題將變得十分重要。因此，本研究欲從知識管理的觀點與軟體能力成熟度整合模式的精神來探討影響系統整合專案委外的績效。
為了解軟體公司在進行系統整合專案委外時，其對應之知識管理作為與專案委外績效間的關係，本研究整合Holsapple and Joshi(1998)、Hope(2002)所提出的知識管理架構為基礎，並納入Brian(1999)的合作學習理論，提出本研究的研究模型架構；並根據CMMI在供應商協議管理流程領域與整合供應商管理流程領域中的規定，發展出其對應內容。在發展出研究架構後，本研究透過個案研究法，針對兩家軟體公司，進行開放式的訪談，深入了解系統整合專案委外之知識管理相關作為，以對本研究所提出的研究架構做對應的修正。
本研究在探討推行專案委外KM事件後，所歸納的研究結論，主要分為四方面討論，分別陳述如下：
一、在資源方面：1. 在進行專案委外KM時，須具備相對應之人力、知識資源。2.『對應的人力』與人力的『內隱知識』都是公司的人力資源之一。3. 『即時之專案管理支持的管理層資源』與主管們『遵循』KM規範，將有助專案委外的執行。3. 透過軟體產品的知識累積，以增加整體的知識資源。4. 修正研究模型中的資源因素，其包含人力資源與知識資源。
二、學習面：針對原研究模型的學習因素進行修正，認為其包含的內容為專案小組之合作學習與組織學習兩個變數。
三、在機制面：1. 軟體公司必須建立『學習機制』，讓KM事件的推行，更為順利。2. 透過『蒐集資訊的機制』，促使組織改善，讓內隱知識得以外顯。3. 透過『學習機制』、『累積機制』，才能讓資源不斷的累積。 4. 『執行單位與負責蒐集改善資訊、制定流程的單位要分開』，避免制定者與執行者間兩難的困境。5. 組織必須擁有『執行機制』，進而讓KM事件進行的更順利。
四、在知識外顯的成果：可歸納為『執行專案委外標準流程』、『決定委外的規則』、『選商的標準流程』、『廠商名冊』、『選商規則』、『建立供應商協議的標準流程』、『合約書』、『報價規則』、『修訂供應商協議的標準流程』、『修訂協議的規則』、『執行供應商協議的標準流程』、『專案管理計畫書』、『需求確認書』、『相似專案的執行資料』、『接收產品的標準流程』、『移交產品的標準流程』、『驗收單』、『操作手冊』。
關鍵字：系統整合、資訊系統委外、知識管理、軟體能力成熟度整合模式

關鍵字

系統整合 ； 知識管理 ； 資訊系統委外 ； 軟體能力成熟度整合模式

並列摘要

With information age coming, enterprises use IT to assist business operation and to quickly respond market. It is import to software companies to have a good project management for system outsourcing, escipally the system integration project. The target of CMMI is to improve process and quality continuously and increase the capability of project development and management. This research discuss how factors influence the performances of system integration project-outsourcing with the view of KM and CMMI.
For understanding the relationship between KM activities and the performances of project-outsourcing, we try to integrate two KM frameworks and cooperation learning theory into our research model. This research model is based on the “Supplier Agreement Management” and the “Integrated Supplier Management” of the CMMI. After developing the research model, we interview two software companies deeply to understand KM activities of project-outsourcing. According to interview results, we make a modification for the research model. The conclusions are listed by four parts as follows:
1. Resources：(1) While outsourcing a project, it should comes with human resources and knowledge-resources. (2) Human resources consist of suitable manpower and tacit knowledge. (3) Managers should support project management in time and follow the KM norm. (4) After modifying the research model, the resources factor should include human resources and knowledge-resources.
2. Learning：After modifying the research model, the learning factor should include team learning and organization learning.
3. Mechanisms：(1) Software companies should establish the learning mechanism to make the KM event work out. (2) We must use the data-collection mechanism for organization improvement to make tacit knowledge externalize. (3) We can use the learning mechanism and the accumulating mechanism to make resources accumulated. (4) Executing teams and staff teams should work together by clear work-division. (5) Organization must establish the executing mechanism to make the KM event work well.
4. Externalizations：There are several documents for the process of outsourcing, including the standard process of executing project-outsourcing, the rules of deciding outsourcing, the standard process of contractor selection, supplier list, the rules of contractor selection, agreement pattern, the rules of quotes, the standard process of revising supplier agreement, the rules of revising supplier agreement, the standard process of executing supplier agreement, proposal of project management, requirement confirmable list, similar project data, the standard process of receivable product, the standard process of transferable product, the receipt and user guide.

Keyword：System Integration、Information System Outsourcing、Knowledge Management、Capability Maturity Model Integration

並列關鍵字

Capability Maturity Model Integration ； System Integration ； Information System Outsourcing ； Knowledge Management

參考文獻

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