IT外包服務(wù)知識轉(zhuǎn)移過程中的情境因素研究
發(fā)布時間：2018-10-24 15:48
【摘要】：進(jìn)入21世紀(jì)之后,IT外包服務(wù)發(fā)展勢頭十分迅猛,并且增長速度也越來越快。隨著信息技術(shù)的日新月異,知識和技術(shù)在IT外包服務(wù)中所占的比例也不斷增大,這使得知識轉(zhuǎn)移對IT外包服務(wù)成敗的影響越來越顯著,因此,IT外包服務(wù)中知識轉(zhuǎn)移的相關(guān)研究已逐步成為熱點(diǎn)問題。但目前對于IT外包服務(wù)中知識轉(zhuǎn)移影響因素的研究多集中于知識特性、知識轉(zhuǎn)移方、知識接收方和關(guān)系質(zhì)量等影響因素,忽視了對情境因素對知識轉(zhuǎn)移的作用。因此,本文對IT外包服務(wù)知識轉(zhuǎn)移過程中的情境因素進(jìn)行分析,以完善現(xiàn)有IT外包中知識轉(zhuǎn)移研究的不足。 本文的調(diào)查主要集中在上海地區(qū)的從事IT外包服務(wù)的企業(yè),在合作單位上海翰緯信息管理咨詢有限公司的支持下,對上海12家信息管理咨詢公司進(jìn)行了實(shí)地考察。首先,運(yùn)用扎根理論,通過對外包客戶和服務(wù)商的訪談?wù){(diào)查來研究IT外包知識轉(zhuǎn)移相關(guān)因素。扎根結(jié)果表明,其廣義上的情境因素(影響因素)為：轉(zhuǎn)移主體因素、關(guān)系質(zhì)量因素、情境因素、知識轉(zhuǎn)移渠道因素和知識特性因素。通過討論,構(gòu)建了IT外包中廣義上的知識轉(zhuǎn)移情境因素(影響因素)分析模型,在此基礎(chǔ)上,進(jìn)一步提煉出IT外包中知識轉(zhuǎn)移情境因素模型。但是通過扎根理論來分析,無法定量化的揭示情境因素與其他知識轉(zhuǎn)移影響因素的相關(guān)性,不利于對IT外包服務(wù)中知識轉(zhuǎn)移的管理和控制。DEMATEL方法是一種運(yùn)用圖論與矩陣工具進(jìn)行系統(tǒng)因素分析的方法。考慮到此方法采用精確數(shù)來評價系統(tǒng)因素間的關(guān)系,而IT外包服務(wù)中知識轉(zhuǎn)移通常具有復(fù)雜性的特點(diǎn),適合確定其上限和下限,用區(qū)間數(shù)來表示。因此,為了把DEMATEL方法拓展到區(qū)間數(shù)上,本文建立了區(qū)間數(shù)初始直接影響矩陣,借助于區(qū)間數(shù)的運(yùn)算和可能度排序,求出區(qū)間數(shù)綜合影響矩陣,提出區(qū)間數(shù)DEMATEL方法,并對情境因素和其他影響因素的相關(guān)性進(jìn)行分析,得出學(xué)習(xí)文化、投入程度、政策法規(guī)和項(xiàng)目特征為原因影響因素,其他影響因素為結(jié)果影響因素。然后根據(jù)扎根研究結(jié)果,對IT外包服務(wù)中情境因素提出相應(yīng)假設(shè),并采用基于PLS的結(jié)構(gòu)方程模型對假設(shè)進(jìn)行了分析驗(yàn)證,得到結(jié)論如下：投入程度和政策法規(guī)對學(xué)習(xí)文化都有顯著正向影響,但投入程度更為顯著；項(xiàng)目復(fù)雜度對學(xué)習(xí)文化沒有顯著影響；項(xiàng)目復(fù)雜度和學(xué)習(xí)文化對知識轉(zhuǎn)移分別有顯著負(fù)向和正向影響,但學(xué)習(xí)文化更為顯著。針對此研究結(jié)論,最終對政府和外包企業(yè)提出了以下建議：增加人員、資金的投入,來充分調(diào)動外包人員的主觀能動性；構(gòu)建學(xué)習(xí)型組織,培養(yǎng)良好的企業(yè)學(xué)習(xí)文化,保持IT外包客戶和服務(wù)商的關(guān)系質(zhì)量,使企業(yè)有順暢的知識轉(zhuǎn)移渠道；IT服務(wù)商應(yīng)充分評估自己的資源,不應(yīng)選擇自己難以完成的IT外包項(xiàng)目;我國應(yīng)完善外包相關(guān)法律法規(guī),建立IT外包市場規(guī)范。
[Abstract]:After entering the 21 st century, the outsourced service of IT develops very fast, and the growth speed is also more and more fast. With the rapid development of information technology, the proportion of knowledge and technology in IT outsourcing services is increasing, which makes the impact of knowledge transfer on the success or failure of IT outsourcing services more and more significant. Therefore, knowledge transfer in IT outsourcing services has gradually become a hot issue. However, at present, the research on the influencing factors of knowledge transfer in IT outsourcing services focuses on knowledge characteristics, knowledge transfer parties, knowledge recipients and relationship quality, and neglects the effect of situational factors on knowledge transfer. Therefore, this paper analyzes the situational factors in the process of knowledge transfer in IT outsourcing service, in order to improve the deficiency of the existing knowledge transfer research in IT outsourcing. The investigation in this paper mainly focuses on the enterprises engaged in IT outsourcing services in Shanghai. With the support of Shanghai Hanwei Information Management Consulting Co., Ltd, 12 information management consulting companies in Shanghai have been investigated on the spot. Firstly, the relevant factors of IT outsourcing knowledge transfer are studied by using the rooted theory and the interview survey of outsourcing customers and service providers. The results show that the contextual factors (influencing factors) in a broad sense are: transfer subject factor, relationship quality factor, situational factor, knowledge transfer channel factor and knowledge characteristic factor. Based on the discussion, this paper constructs an analytical model of knowledge transfer situational factors (influencing factors) in broad sense in IT outsourcing, and further extracts the knowledge transfer situational factors model in IT outsourcing. However, it is impossible to quantitatively reveal the correlation between situational factors and other influencing factors of knowledge transfer by taking root theory to analyze them. It is unfavorable to the management and control of knowledge transfer in IT outsourcing service. DEMATEL method is a systematic factor analysis method using graph theory and matrix tools. Considering that this method uses exact number to evaluate the relationship between system factors, knowledge transfer in IT outsourcing services is usually complicated, which is suitable to determine the upper and lower limits of knowledge transfer, which is expressed by interval number. Therefore, in order to extend the DEMATEL method to interval number, the initial direct influence matrix of interval number is established in this paper. With the help of the operation of interval number and the ranking of probability degree, the synthetic influence matrix of interval number is obtained, and the interval number DEMATEL method is proposed. By analyzing the correlation between situational factors and other influencing factors, it is concluded that learning culture, degree of investment, policies and regulations, and project characteristics are the factors affecting the factors, while other influencing factors are the outcome factors. Then, according to the results of rooted research, the hypothesis of context factor in IT outsourcing service is put forward, and the hypothesis is analyzed and verified by using the structural equation model based on PLS. The conclusions are as follows: the degree of input and policies and regulations have a significant positive impact on learning culture, but the degree of investment is more significant, the complexity of the project has no significant impact on learning culture; Project complexity and learning culture have significant negative and positive effects on knowledge transfer, but learning culture is more significant. In view of the conclusion of this study, the following suggestions are put forward to the government and outsourcing enterprises: increasing the investment of personnel and funds to fully mobilize the subjective initiative of outsourcing personnel, constructing learning organizations, and cultivating good corporate learning culture. To maintain the quality of the relationship between IT outsourcing customers and service providers, to enable enterprises to have a smooth channel of knowledge transfer, IT service providers should fully evaluate their own resources, should not choose IT outsourcing projects that are difficult to complete by themselves, and China should perfect the relevant laws and regulations on outsourcing. Establish IT outsourcing market specification.
【學(xué)位授予單位】：華中師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F49;TP301.6
本文編號：2291821
[Abstract]:After entering the 21 st century, the outsourced service of IT develops very fast, and the growth speed is also more and more fast. With the rapid development of information technology, the proportion of knowledge and technology in IT outsourcing services is increasing, which makes the impact of knowledge transfer on the success or failure of IT outsourcing services more and more significant. Therefore, knowledge transfer in IT outsourcing services has gradually become a hot issue. However, at present, the research on the influencing factors of knowledge transfer in IT outsourcing services focuses on knowledge characteristics, knowledge transfer parties, knowledge recipients and relationship quality, and neglects the effect of situational factors on knowledge transfer. Therefore, this paper analyzes the situational factors in the process of knowledge transfer in IT outsourcing service, in order to improve the deficiency of the existing knowledge transfer research in IT outsourcing. The investigation in this paper mainly focuses on the enterprises engaged in IT outsourcing services in Shanghai. With the support of Shanghai Hanwei Information Management Consulting Co., Ltd, 12 information management consulting companies in Shanghai have been investigated on the spot. Firstly, the relevant factors of IT outsourcing knowledge transfer are studied by using the rooted theory and the interview survey of outsourcing customers and service providers. The results show that the contextual factors (influencing factors) in a broad sense are: transfer subject factor, relationship quality factor, situational factor, knowledge transfer channel factor and knowledge characteristic factor. Based on the discussion, this paper constructs an analytical model of knowledge transfer situational factors (influencing factors) in broad sense in IT outsourcing, and further extracts the knowledge transfer situational factors model in IT outsourcing. However, it is impossible to quantitatively reveal the correlation between situational factors and other influencing factors of knowledge transfer by taking root theory to analyze them. It is unfavorable to the management and control of knowledge transfer in IT outsourcing service. DEMATEL method is a systematic factor analysis method using graph theory and matrix tools. Considering that this method uses exact number to evaluate the relationship between system factors, knowledge transfer in IT outsourcing services is usually complicated, which is suitable to determine the upper and lower limits of knowledge transfer, which is expressed by interval number. Therefore, in order to extend the DEMATEL method to interval number, the initial direct influence matrix of interval number is established in this paper. With the help of the operation of interval number and the ranking of probability degree, the synthetic influence matrix of interval number is obtained, and the interval number DEMATEL method is proposed. By analyzing the correlation between situational factors and other influencing factors, it is concluded that learning culture, degree of investment, policies and regulations, and project characteristics are the factors affecting the factors, while other influencing factors are the outcome factors. Then, according to the results of rooted research, the hypothesis of context factor in IT outsourcing service is put forward, and the hypothesis is analyzed and verified by using the structural equation model based on PLS. The conclusions are as follows: the degree of input and policies and regulations have a significant positive impact on learning culture, but the degree of investment is more significant, the complexity of the project has no significant impact on learning culture; Project complexity and learning culture have significant negative and positive effects on knowledge transfer, but learning culture is more significant. In view of the conclusion of this study, the following suggestions are put forward to the government and outsourcing enterprises: increasing the investment of personnel and funds to fully mobilize the subjective initiative of outsourcing personnel, constructing learning organizations, and cultivating good corporate learning culture. To maintain the quality of the relationship between IT outsourcing customers and service providers, to enable enterprises to have a smooth channel of knowledge transfer, IT service providers should fully evaluate their own resources, should not choose IT outsourcing projects that are difficult to complete by themselves, and China should perfect the relevant laws and regulations on outsourcing. Establish IT outsourcing market specification.
【學(xué)位授予單位】：華中師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F49;TP301.6
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，本文編號：2291821
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