English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113160/144130 (79%)
Visitors : 50739609      Online Users : 560
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/35238
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/35238


    Title: 委外關係管理-影響要素,期望利益及其改變促因
    Outsourcing Relationship Management– Influential factors, expected benefits and triggers of changes
    Authors: 楊尚儒
    Yang,Shang Ru
    Contributors: 尚孝純
    Shang,Shari
    楊尚儒
    Yang,Shang Ru
    Keywords: 資訊科技委外
    委外關係
    市場變化
    資訊能力
    委外期望
    information technology outsourcing
    outsourcing relationship
    business dynamics
    IT competence
    outsourcing expectations
    Date: 2006
    Issue Date: 2009-09-18 14:31:16 (UTC+8)
    Abstract: Information technology outsourcing (ITO) has gained a big share of the world IT service market. There are many studies about ITO vendor selection and contract management but a lack of understanding of the after-contract practices between the ITO parties. According to reported cases, many outsourcing failures have been due to either improper relationship management or the inability to meet customer expectations. For effective management of this long-term, inter-organizational relationship, there is a need to understand the features, affecting factors, expectations, and termination of ITO relationships so that the desired outcomes can be achieved and relationships can be sustained throughout the life of the ITO.

    Based on a dynamic view of outsourcing partnerships, the ITO relationship can be assessed by customer participation, joint action, communication quality, coordination, and information sharing. Prior studies have indicated that these ITO relationship features are mainly affected by business dynamics and the client’s IT competence. Organizations expect from the ITO mainly strategic, economic, and technological benefits. When conflicts exist between expected benefits and delivered outcomes, the relationship is more likely to be terminated.

    The above propositions were tested on all existing and changed ITO projects in Taiwan in the past twenty-six years. A total of forty cases were examined and the results show four kinds of IT outsourcing relationships: dependent, utility, partner, and subordinate. Different kinds of ITO relationships involve different expectations for the ITO services and require different types of management of the relationships. In the dependent type ITO, customers rely highly on ITO vendors for supporting strategic moves. Utility ITO customers use the ITO as a utility and measure vendors by cost performance. In the partner type ITO, customers consult the vendor for strategic business moves and urge the vendor to engage in technology innovation. The subordinate type ITO is characterized by customers who consider the ITO vendor as a sub-contractor of their IT department and leave decisions to the IT department. Terminations of relationships were mainly due to conflicts in the expected and delivered outcomes in the three ITO benefit areas.

    This study provides a useful instrument for assessing major ITO factors and understanding expected ITO outcomes. ITO relationship management requires a careful understanding of the expected benefits of the service and continuous monitoring of the business and IT environments.
    Reference: Appendix 1: Reference
    1 Aiken, M., and Hage, J. "Organizational Interdependence and Intra-Organizational Structure," American Sociological Review (33:6) 1968, pp 912-930.
    2 Anderson, E., and Weitz, B. "Determinants of Continuity in Conventional Industrial Channel Dyads," Marketing Science (8:4) 1989, pp 310-323.
    3 Ang, S., and Cummings, L. "Strategic Response to Institutional Influences on Information Systems Outsourcing," Organization Science (8:3) 1997, pp 235-256.
    4 Ang, S., and Straub, D.W. "Production and transaction economies and IS outsourcing: A study of the U.S. banking industry," MIS Quarterly (22:4), Dec 1998, p 535.
    5 Aron, R., Clemons, E., and Reddi, S. "Just Right Outsourcing: Understanding and Managing Risk," Journal of Management Information Systems (22:2) 2005, pp 37-55.
    6 Auberl, B., Patry, M., and Rivard, S. "Assessing the Risk of IT Outsourcing," Proceedings of the 31st Annual Hawaii International Conference on System Sciences) 1998, pp pp. 685-691.
    7 Bensaou, M., and Venkatraman, N. "Configurations of Interorganizational Relationships: A Comparison between US and Japanese Automakers," Management Science (41:9) 1995, pp 1471-1492.
    8 Bharadwaj, A.S. "A resource-based perspective on information technology capability and firm performance: An empirical investigation," MIS Quarterly (24:1), Mar 2000, p 169.
    9 Blau, P. Exchange and Power in Social Life New York:John Wiley and Sons, 1964.
    10 Caldwell, B. "2001 Trends in IT Outsourcing Delivery, Solution Development, Marketing, Sales and Alliances," Gartner Dataquest Report) 2002a.
    11 Caldwell, B. "Outsourcing Cost Reduction Creates Paradox: How to Still Make a Profit," Gartner Dataquest Report) 2002b.
    12 Chaudhury, A., Nam, K., and Rao, H.R. "Management of information systems outsourcing: A bidding perspective," Journal of Management Information Systems (12:2), Fall 1995 1995, p 131.
    13 CIO "When the Mission Changes, IT Does Too ; For Washington Mutual, a passion for customers prompted the bank to reinsource all of its IT functions that directly affected its customers," CIO (16:10), Mar 1, 2003, p 1.
    14 Coase, R. "The Nature of the Firm," Economica (4:16) 1937, pp 386-405.
    15 Cook, K. "Exchange and Power in Networks of Interorganizational Relations," The Sociological Quarterly (18:1) 1977, pp 62-82.
    16 Cross, J. "IT Outsourcing: British Petroleum`s Competitive Approach," Long Range Planning (28:4) 1995, pp 128-128.
    17 Cullen, S., and Willcocks, L. Intelligent IT outsourcing: eight building blocks to success Butterworth-Heinemann, 2003.
    18 Currie, W., and Willcocks, L. "Analysing four types of IT sourcing decisions in the context of scale, client/supplier interdependency and risk mitigation," Information Systems Journal (8:2) 1998, pp 119-143.
    19 De Looff, L. "Information systems outsourcing decision making: a framework, organizational theories and case studies," JIT. Journal of information technology (10:4) 1995, pp 281-297.
    20 Dibbern, J., Goles, T., Hirschheim, R., and Jayatilaka, B. "Information systems outsourcing: a survey and analysis of the literature," ACM SIGMIS Database (35:4) 2004, pp 6-102.
    21 DiRomualdo, A., and Gurbaxani, V. "Strategic Intent for IT Outsourcing," Sloan Management Review (39:4), Summer 1998, p 67.
    22 Earl, M.J. "The Risks of Outsourcing IT," Sloan Management Review (37:3), Spring 1996, p 26.
    23 Emerson, R. "Power-Dependence Relationships," American Sociological Review (27:1) 1962, pp 31-41.
    24 Feeny, D.F., and Willcocks, L.P. "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review (39:3), Spring 1998, p 9.
    25 Fitzgerald, G., and Willcocks, L. Outsourcing Information Technology: Contracts and the Client/vendor Relationship. Oxford Institute of Information Management, 1994.
    26 Ghoshal, S., and Nohria, N. "Internal Differentiation Within Multinational Corporations," Strategic Management Journal (10:4) 1989, pp 323-337.
    27 Goles, T., and Chin, W.W. "Information Systems Outsourcing Relationship Factors: Detailed Conceptualization and Initial Evidence," Database for Advances in Information Systems (36:4), Fall 2005 2005, p 47.
    28 Grover, V., Cheon, M.J., and Teng, J.T.C. "The effect of service quality and partnership on the outsourcing of information systems functions," Journal of Management Information Systems (12:4), Spring 1996, p 89.
    29 Grover, V., and Teng, J. "The Decision to Outsource Information Systems Functions," Journal of Systems Management (44:11) 1993, pp 34-38.
    30 Hall, R. Organizations: Structure and Process Prentice-Hall, 1977.
    31 Heide, J., and John, G. "Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relationships," Journal of Marketing Research (27:1) 1990, pp 24-36.
    32 Henderson, J.C. "Plugging Into Strategic Partnerships: The Critical IS Connection," Sloan Management Review (31:3), Spring 1990, p 7.
    33 Huang, B. "Service Market Opportunity Newly Update," IBM xGMV) 2006.
    34 Huber, R.L. "How Continental Bank outsourced its crown jewels," Harvard Business Review (71:1), Jan/Feb 1993 1993, pp 121-129.
    35 Jacobs, D. "Dependency and Vulnerability: An Exchange Approach to the Control of Organizations," Administrative Science Quarterly (19:1) 1974, pp 45-59.
    36 Kern, T., and Willcocks, L. The Relationship Advantage: Information Technologies, Sourcing, and Management Oxford University Press, 2002.
    37 Kern, T., and Willcocks, L. "Exploring relationships in information technology outsourcing: the interaction approach," European Journal of Information Systems (11:1) 2002, pp 3-19.
    38 Konsynski, B.R., and McFarlan, F.W. "Information Partnerships - Shared Data, Shared Scale," Harvard Business Review (68:5), Sep/Oct 1990, pp 114-120.
    39 Kotler, P. Marketing Management: Analysis, Planning, Implementation, and Control Prentice Hall, 1991.
    40 Lacity, M., and Hirschheim, R. Information Systems Outsourcing; Myths, Metaphors, and Realities John Wiley & Sons, Inc. New York, NY, USA, 1993.
    41 Lacity, M., and Hirschheim, R. "The Information Systems Outsourcing Bandwagon," Sloan Management Review (35:1) 1993, pp 73-86.
    42 Lacity, M.C., and Willcocks, L.P. "An empirical investigation of information technology sourcing practices: Lessons from experience," MIS Quarterly (22:3), Sep 1998, p 363.
    43 Lawrence, P., and Lorsch, J. Organization and environment Harvard Business School Press Boston, 1967.
    44 Lee, J.-N., and Kim, Y.-G. "Effect of partnership quality on IS outsourcing: Conceptual framework and empirical validation," Journal of Management Information Systems (15:4), Spring 1999, pp 29-61.
    45 Lee, J. "The impact of knowledge sharing, organizational capability and partnership quality on IS outsourcing success," Information & Management (38:5) 2001, pp 323-335.
    46 Linstone, H., and Turoff, M. The Delphi Method: Techniques and Applications Addison-Wesley Publishing Company, 1975.
    47 Loh, L., and Venkatraman, N. "Determinants of information technology outsourcing: a cross-sectional analysis," Journal of Management Information Systems (9:1) 1992, pp 7-24.
    48 Mahoney, J. "Organizational economics within the conversation of strategic management," Advances in Strategic Management (8) 1992, pp 103-155.
    49 Marcolin, B., and McLellan, K. "Effective IT Outsourcing Arrangements," Proceedings of the 31st Annual Hawaii International Conference on System Sciences) 1998, pp 654-665.
    50 McFarlan, F., and Nolan, R. "How to Manage an IT Outsourcing Alliance," Sloan Management Review (36:2) 1995, pp 9-23.
    51 Michell, V. "The IT outsourcing market-place: vendors and their selection," Journal of Information Technology (12:3) 1997, pp 223-237.
    52 Mieghem, J.A.V. "Coordinating investment, production, and subcontracting," Management Science (45:7), Jul 1999 1999, p 954.
    53 Mohr, J., and Spekman, R. "Characteristics of Partnership Success: Partnership Attributes, Communication Behavior, and Conflict Resolution Techniques," Strategic Management Journal (15:2) 1994, pp 135-152.
    54 Morgan, R., and Hunt, S. "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing (58:3) 1994, pp 20-38.
    55 Nam, K., Rajagopalan, S., Rao, H.R., and Chaudhury, A. "A two-level investigation of information systems outsourcing," Association for Computing Machinery. Communications of the ACM (39:7), Jul 1996, p 36.
    56 Ngwenyama, O., and Bryson, N. "Making the information systems outsourcing decision: A transaction cost approach to analyzing outsourcing decision problems," European Journal of Operational Research (115:2) 1999, pp 351-367.
    57 Overby, S. "Backsourcing Pain ; JPMorgan Chase`s decision to first outsource IT and then bring it back in-house stands as a cautionary tale for any CIO considering an outsourcing megadeal.," CIO (18:22), Sep 1, 2005, p 1.
    58 Overby, S. "In or Out? To outsource or to insource: Here`s how two resourceful CIOs made their decisions," CIO (16:21) 2003, pp 75-78.
    59 Paul , J., Derek , S., and Brad , S. "The Global Outsourcing Marketplace: Key Data, Forecasts & Trends," Kennedy Information) 2005.
    60 Pine, B. Mass Customization: The New Frontier in Business Competition Harvard Business School Press, 1993.
    61 Richmond, W.B., and Seidmann, A. "Software development outsourcing contract: Structure and business value," Journal of Management Information Systems (10:1), Summer 1993 1993, p 57.
    62 Ross, J.W., Beath, C.M., and Goodhue, D.L. "Develop Long-Term Competitiveness Through IT Assets," Sloan Management Review (38:1), Fall 1996, p 31.
    63 Sambamurthy, V., Bharadwaj, A., and Grover, V. "Shaping agility through digital options: Reconceptualizing the role of information technology in contemporary Firms1," MIS Quarterly (27:2), Jun 2003, pp 237-263.
    64 Sommer, R. "Business process flexibility: a driver for outsourcing," Industrial Management and Data Systems (103:3) 2003, pp 177-183.
    65 Weill, P., and Broadbent, M. Leveraging the new infrastructure: how market leaders capitalize on information technology Harvard Business School Press Boston, MA, USA, 1998.
    66 Willcocks, L., and Kern, T. "IT outsourcing as strategic partnering: the case of the UK Inland Revenue," Space (7:1) 1998, pp 29-45.
    67 Willcocks, L., Fitzgerald, G., and Feeny, D. "Outsourcing IT: The strategic implications," Long Range Planning (28:5), Oct 1995, p 59.
    68 Willcocks, L., Lacity, M., and Kern, T. "Risk mitigation in IT outsourcing strategy revisited: longitudinal case research at LISA," Journal of Strategic Information Systems (8:3) 1999, pp 285-314.
    69 Williamson, O. Markets and Hierarchies: Analysis and Antitrust Implications: A Study in the Economics of Internal Organization Collier Macmillan, 1975.
    70 Young, A. "The Future of Outsourcing: Thriving or Surviving?" Dataquest Service Trends 2000, Gartner Group Report 2000.
    Description: 碩士
    國立政治大學
    資訊管理研究所
    94356008
    95
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0094356008
    Data Type: thesis
    Appears in Collections:[資訊管理學系] 學位論文

    Files in This Item:

    File Description SizeFormat
    600801.pdf43KbAdobe PDF2740View/Open
    600802.pdf41KbAdobe PDF2715View/Open
    600803.pdf17KbAdobe PDF2711View/Open
    600804.pdf19KbAdobe PDF2781View/Open
    600805.pdf77KbAdobe PDF2903View/Open
    600806.pdf36KbAdobe PDF2827View/Open
    600807.pdf27KbAdobe PDF2757View/Open
    600808.pdf66KbAdobe PDF2780View/Open
    600809.pdf27KbAdobe PDF2738View/Open
    600810.pdf28KbAdobe PDF21114View/Open
    600811.pdf27KbAdobe PDF2626View/Open
    600812.pdf44KbAdobe PDF2749View/Open
    600813.pdf66KbAdobe PDF2779View/Open
    600814.pdf279KbAdobe PDF2623View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback