資訊科技部門委外關係管理能力建立之研究

THE RESEARCH OF BUILDING OUTSOURCING RELATIONSHIPS MANAGEMENT CAPABILITY IN INFORMATION TECHNOLOGY DEPARTMENT

林欣盈(Hsing-Ying Lin)

指導教授 ： 張國忠

元智大學/資訊學院/資訊管理學系/碩士(2013年)

https://doi.org/10.6838/YZU.2013.00050

摘要

資訊科技委外已成為企業之趨勢，然而調查顯示其失敗率高達25%至50%。過去文獻指出委外執行階段未能妥善管理與委外承包商之關係為委外失敗重要因素。雖然過去研究認為資訊科技委外關係管理能力對委外成敗影響重大，但目前尚未有研究針對此階段之委外執行部門提出因應此階段所需之具體能力，也未有研究實證兩者間之關係。此外，資訊科技委外關係管理能力既然如此重要，如何建立此能力亦是重要之議題。過去之研究皆多依結構洞理論以及動態能力理論角度探討委外能力之建立，但各有其不足之處。本研究主旨有二。一在探討資訊科技委外關係管理能力對委外績效之影響為何。其次，本研究採用跨團隊接觸理論探討影響資訊系統委外關係管理能力建立之因素，以彌補結構洞理論以及動態能力理論之不足。本研究之結果提供資訊科技委外能力之建立之理論基礎，同時也提供企業在進行資訊科技委外時實務之有價值之建議，以降低資訊科技委外失敗之機率。

關鍵字

跨團隊接觸理論 ； 資訊系統委外關係管理能力 ； 共同目標 ； 管理支持 ； 平等地位 ； 資訊技術管理能力 ； 人際關係管理能力 ； 委外合約管理能力

並列摘要

Information technology outsourcing has become a trend in business environment. However the investigation revealed that the rate of outsourcing failure has amounted to 25% to 50%. Research results suggested that this was because outsourcers couldn’t manage the relationships with their outsoucees properly, particularly in the post-contractual phases. How to build this capability becomes an essential issue. Despite the fact that prior studies contended the importance of the information technology outsourcing relationship capability had great impact on the outsourcing performance, few studies have investigated the structure and substance of this capability. So far, no empirical research has been performed to confirm the relationship between information technology outsourcing relationship capability and outsourcing performance. This thesis develops a research model that presents the relationship between the information technology outsourcing relationship management capability and outsourcing performance. In addition, this study will adopt the intergroup contact theory as the theoretical lens to examine the factors in the contact situation that lead to the development of information technology outsourcing relationship management capability. The results of this research provide the theory foundation for building up the information technology outsourcing relationship management capability. Moreover, this study also provides suggestions for enterprises which need to execute the information technology outsourcing processes, expecting to reduce the failure rate of information technology outsourcing.

並列關鍵字

Intergroup contact theory ； Information system outsourcing relationship management capability ； common goal ； management support ； equal status ； information technology management capability ； interpersonal relationship management capability ； Contractual management capability

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