企業業務外包決策分析模式建立之研究

The Study on Analytic Model Construction of Policy Decision on Business process Outsourcing

陳黛瑩(Tai-Ying Chen)

指導教授 ： 顧志遠

中原大學/商學院/企業管理研究所/碩士(2005年)

https://doi.org/10.6840/cycu200500746

摘要

企業在經營環境快速變遷及全球競爭日益激烈情形下，業務外包不再只是處理商業的作業流程，更是一種透過外部資源提升企業競爭力，達到最佳績效的發展策略。外包是一種增進整體績效的策略工具，但做出正確決定的過程卻極富風險性，因此發展一套有效的外包決策分析模式是不可或缺的。

本論文主要目的在建立外包決策分析模式，外包對企業的經營是效益與風險並存的；故業者須同時做效益與風險因素的評估。如業者考量業務外包的效益是降低成本，但也潛藏著成本無法控制的風險；又如業者考量業務外包的效益是專注於核心事業的發展，但也潛藏著業務受制於人的風險。即在做外包決策時考量的效益與風險因素，其實都是相同的，不同的只是正負面角度的切入。外包決策需同時考量效益與風險因素且是相同的，形成一種對偶問題（Duality）的決策模式。本論文即在利用這種對偶性質，要求決策者對外包效益與風險因素，分別透過兩兩比較法予以評價，又本論文建立「重要度」與「影響度」指標與分析矩陣，以及外包決策係數，以作為業務「外包」或「內製」的決策依據。

本論文首先回顧與整理外包的各種相關文獻，並彙整出外包所要考量的效益與風險因素，接著運用比較判斷法，以及本論文所建立的「重要度」與「影響度」分析指標、分析矩陣與外包決策係數，發展「外包效益與風險對偶決策模式」。希望透過此研究，能提供企業一最佳的外包決策評估模式，讓企業能運用外部資源快速調整因應市場的變化，並藉由各地的技術與資源，研發與提供更好的產品與服務，避免潛在的外包風險使企業受到傷害。

關鍵字

對偶問題 ； 業務外包 ； 決策分析模式

並列摘要

Under the rapid change of operation environment and growing keen competition, Business Process Outsourcing is not only a process of operation to handle business but also a strategy of development that hopes to achieve best performance by enhancing enterprise competitiveness with external resources. Outsourcing is a strategic tool for improving integral performance. However, the process to make right decision is extremely risky. So developing an effective analytic model of policy decision on outsourcing is indispensable.

The thesis aims to construct an analytic model. For the operation of business, the benefits and risk coexist in outsourcing that operators of businesses had to evaluate both benefits and risks in the meantime. If an operator considers the purpose of outsourcing is reducing cost, he may also find that there are potential risks of uncontrollable cost. If an operator considers the benefit of outsourcing is to help them focus on their attention on the development of core businesses, there may be potential risks of business being controlled by others. That is, the consideration of factors of benefit and risk of outsourcing is actually the same thing except that the factors are considered from different angles. The fact that operators of businesses had to consider factors of benefit and risk that actually are same thing before making policy decision forms a policy decision model of duality. The author took advantage of the nature of duality and requested policy decision makers to assess factors of benefits and risks of outsourcing through Paired Comparison Method in the process of research. Besides, in the thesis, the indicators of “degrees of importance” and “degrees of influence” and matrix of analysis as well as coefficients of policy decisions on outsourcing were established as bases of policy decision on whether resorts to “outsourcing” or “in-house”.

At first, the author reviewed and compiled various related literature on outsourcing and sorted out factors that needed to consider before making policy decision of outsourcing. Next, used comparative method and the indicators of “degrees of importance” and “degrees of influence” and matrix of analysis as well as coefficients of policy decisions on outsourcing that were established in the thesis to develop “The Duality Policy Decision Model of Benefits and Risks of Outsourcing” It is hoped that the results of research could provide enterprises with one of the best policy decision evaluation models for outsourcing that may help enterprises adjust and respond quickly to the changes in the markets by taking advantage of external resources. Also it is also hoped that the results of research could facilitate the research, development and offer of better products and services through various technologies and resources to prevent potential risks caused by outsourcing that may harm the enterprises.

並列關鍵字

Duality ； Analytic Model of Policy ； Business Process Outsourcing

參考文獻

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