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    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/4019


    Title: 企業流程外包管理之研究─以顧客關係管理外包為例
    Authors: 尚孝純
    Keywords: 企業流程委外;知識管理;企業知識吸收能力;顧客關係管理
    business process outsourcing;knowledge management;absorptive capacity;customer relationship management
    Date: 2005
    Issue Date: 2007-04-18 16:40:30 (UTC+8)
    Publisher: 臺北市：國立政治大學資訊管理學系
    Abstract: 企業流程委外指授權外部供應商，依據可定義與可衡量的績效準則，執行與管理其所選擇委外的企業流程。然而，組織在外包流程的同時可能承受企業知識增加的效益或知識流失的風險。本研究欲自知識管理的角度分析建置企業流程委外之涵義，並瞭解企業流程委外對企業知識的影響與創造知識價值的準則。由於全球顧客關係管理委外的趨勢以及委外的顧客關係管理所涉及深度與廣度的顧客知識改變，本研究選擇不同類型的顧客關係管理委外個案，以作為企業流程委外研究的焦點。本研究自八個顧客關係管理外包案例的研究結果瞭解 企業知識吸收能力能夠直接地影響知識協同與應用，並促發委外企業創新顧客價值。而吸收能力(知識移轉和開發)的實現是能夠產生更進一步地對潛在吸收能力的投資，並在知識吸收活動上建立一個正面的循環。除了公司吸收能力之外，組織中的顧客關係管理外包對公司的影響是取決於動態的顧客需求與流程的複雜度。在顧客和流程的快速變化的企業環境之下，組織傾向於提昇產品與服務的創新。而在穩定的顧客和流程的環境之下，組織則傾向於作業面的效率提升。實施企業流程委外的組織需要瞭解本身動態環境，知識吸收能力，以透過適當的活動去獲得、同化、轉變和利用連續產生的顧客知識。
    Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria. While the potential to realize great gains but with the equal possibility of inflicting considerable damage to the organization, business process outsourcing should be a focal point for businesses in the pursuit of competitive advantage. To build deep understanding of the business process outsourcing this research strives to understand the impact of BPO on organizations and critical factors of beneficial BPO. Given today`s trends in customer relationship management (CRM) outsourcing and the deep and broad involvement of process changes with an outsourced CRM practice CRM process is selected out of the wide range of primary business activities as the main focus of this business process outsourcing study. The study results of eight CRM BPO cases reveal that the absorptive capacity can affect the knowledge collaboration and business innovation among the vendor and the outsourcer. The realized absorptive capacity (knowledge transformation and exploitation) can inspire further investment on potential absorptive capacity (acquisition, assimilation) and build up a positive circulation among the activities of knowledge absorption. The impact of CRM BPO on organizational knowledge management depends on the dynamics of customer requirements and process complexity. Organizations under higher velocity of customer and process changes tend to leverage knowledge for product and market innovation. Whereas organizations of stable environment tend to treat the BPO as a vehicle for cost reduction and do not plan on strategic moves. Organizations applying BPO would need to have an understanding of their absorptive capacity of the knowledge provided by the BPO vendor and initiate proper activities to acquire, assimilate, transform and exploit the continuous flow of customer information.
    Description: 核定金額：409000元
    Data Type: report
    Appears in Collections:[資訊管理學系] 國科會研究計畫

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