菲律賓資訊科技業務流程外包行業的關鍵成功因素分析

現代通信和交通運輸的發展帶來了全球化與國家聯繫起來了前所未有的增長。這種現象已經反過來又導致對信息技術和業務流程外包（IT-BPO）行業. 業務流程像照顧流程，財務及會計職能，以及旅遊相關及地產管理服務的一個或多個特定的功能，第三方廠商外包的想法。這個行業經歷了在亞洲的空前增長，數十億美元的收入帶來東道國. 在菲律賓，這個行業一直是經濟增長在過去二十年裡創造數十萬個就業機會的主要動力之一，並提出了目前在同行業中採用許多菲律賓人的生活質量。但隨著行業開始蓬勃發展，不僅在菲律賓，而且在其他國家，如馬來西亞越南和印尼，菲律賓正面臨上述國家之間可能存在競爭。人才保留和可持續性的問題被提出。它創造了在菲律賓的IT-BPO產業能否繼續享有其目前的繁榮或政府有權阻止它依托並開始專注於本土產業的辯論。在這個原因，筆者已經形成的觀念進行有關行業的在菲律賓三十年以後關鍵成功因素的研究. 研究結果表明，國家勞動力/人力資源的不同屬性的關鍵因素，該行業的成功之一。低成本的商業環境和優質可靠的信息通信技術，房地產和交通基礎設施也被證明是一個關鍵因素。該行業目前的競爭力和高品質的輸出表現，以及來自政府的全力支持，也為獲得和維持

關鍵字

可持續發展；留住人才；外包；資訊科技業務流程外包行業；全球化

並列摘要

Evolution of modern telecommunication and transportation brings forth the growth of Globalization, linking countries like never before. This phenomenon had in turn resulted to the rise of Information Technology and Business Process Outsourcing (IT-BPO) Industry. An idea of outsourcing of one or more specific functions of business process like care processes, finance and accounting functions as well as travel-related and real estate management services to a third-party vendor. This industry had undergone an unprecedented growth in Asia, bringing in billions of dollars of revenue to the host country. In the Philippines, this industry has been one of the primary drivers of economic growth for the past two decades creating hundreds of thousands of jobs and raised the quality of living of many Filipinos currently employed in the industry. But as the industry started to prosper not only in the Philippines but also in other countries like Malaysia Vietnam and Indonesia, Philippines is now facing a possible competition between the said countries. Issues of talent retention and sustainability were raised. It created debates on whether the Philippines IT-BPO industry could continue to enjoy its current prosperity or the government has to stop relying from it and start focusing on its indigenous industries. This in-turn had given an idea to the author to conduct a Delphi study about the critical success factors of the industry in the Philippines in the next 30 years. Results of the study showed that the different attributes of the countries labor force/human resources are one of the key factors to the industry’s success. Low cost business environment and high quality and reliable Information and Communication Technology (ICT), Real Estate and Transportation Infrastructures has also been proven to be a critical factor. The current competitiveness and high quality output performance of the industry as well as full support from the government has also to be attained and maintained.

並列關鍵字

Information Technology and Business Process Outsourcing (IT-BPO) ； Talent Retention ； Globalization ； Outsourcing ； Delphi Study ； Sustainability

參考文獻

Agrawal, N. M., Pandit, R., et al. (2012). Strategy to usher in the next phase of growth in the Indian IT industry. IIMB Management Review, 24(3), 164-179. doi: 10.1016/j.iimb.2012.06.001

Atesci, K., Bhagwatwar, A., et al. (2010). Business process outsourcing: A case study of Satyam Computers. International Journal of Information Management, 30(3), 277-282. doi: 10.1016/j.ijinfomgt.2010.01.009

Balakrishnan, K., Mohan, U., et al. (2008). Outsourcing of front-end business processes: Quality, information, and customer contact. Journal of Operations Management, 26(2), 288-302. doi: 10.1016/j.jom.2007.08.001

Bernales, L. G. S. (2014). Philippine Economy Posts 5.7 percent GDP growth [Press release]. Retrieved from http://www.nscb.gov.ph/sna/publications.asp

Bhattacharjee, S. (2012). Efficiency dynamics and sustainability of the Indian IT-ITeS industry: An empirical investigation using DEA. IIMB Management Review, 24(4), 203-214. doi: 10.1016/j.iimb.2012.08.001

國際替代計量

菲律賓資訊科技業務流程外包行業的關鍵成功因素分析

全文下載

主題瀏覽