【摘要】：隨著計(jì)算機(jī)特別是網(wǎng)絡(luò)技術(shù)的飛速發(fā)展,IT技術(shù)逐漸深入到企業(yè)的核心業(yè)務(wù),而由此而產(chǎn)生的IT外包成為了企業(yè)在快速變化環(huán)境下的一種戰(zhàn)略選擇。IT外包過(guò)程實(shí)質(zhì)上是企業(yè)將信息技術(shù)作為重要資源管理的過(guò)程,在此過(guò)程中包含了大量的知識(shí)管理活動(dòng)。因此,IT外包中的知識(shí)轉(zhuǎn)移對(duì)于外包的成功具有十分關(guān)鍵的作用。而伴隨著IT外包服務(wù)業(yè)務(wù)的不斷增長(zhǎng),IT外包服務(wù)中知識(shí)轉(zhuǎn)移所導(dǎo)致的風(fēng)險(xiǎn)問(wèn)題也愈加突出。但目前對(duì)外包中的風(fēng)險(xiǎn)問(wèn)題研究也大多是從服務(wù)質(zhì)量、交易成本、企業(yè)規(guī)模等角度出發(fā),對(duì)IT外包服務(wù)中的知識(shí)轉(zhuǎn)移風(fēng)險(xiǎn)問(wèn)題研究還相對(duì)較少。因此,迫切需要一種科學(xué)規(guī)范的模型與方法來(lái)對(duì)IT外包服務(wù)中的知識(shí)轉(zhuǎn)移風(fēng)險(xiǎn)進(jìn)行評(píng)價(jià)。 鑒于此,本文從IT外包服務(wù)過(guò)程中的知識(shí)特性入手,并在此基礎(chǔ)上構(gòu)建了IT外包知識(shí)轉(zhuǎn)移過(guò)程模型,然后結(jié)合知識(shí)在不同階段的不同特性,用模糊綜合評(píng)價(jià)法對(duì)知識(shí)轉(zhuǎn)移風(fēng)險(xiǎn)進(jìn)行評(píng)價(jià)研究,最后結(jié)合具體案例予以實(shí)證,以期為客戶(hù)企業(yè)、IT服務(wù)商在IT外包服務(wù)中提供理論和實(shí)踐上的支持。本文主要研究?jī)?nèi)容如下： 第一部分為導(dǎo)論和文獻(xiàn)綜述。在當(dāng)前的研究背景之下,通過(guò)查閱國(guó)內(nèi)外相關(guān)文獻(xiàn),確定論文的研究背景和研究意義,總結(jié)本文的研究目的和研究目標(biāo),提出本文的研究思路和研究方法。并在對(duì)國(guó)內(nèi)外相關(guān)研究進(jìn)行綜合評(píng)述的基礎(chǔ)上,提出當(dāng)前相關(guān)研究存在的問(wèn)題,并針對(duì)這些問(wèn)題,提出改進(jìn)思路。 第二部分為IT外包知識(shí)轉(zhuǎn)移過(guò)程及影響因素分析,結(jié)合IT外包服務(wù)中的知識(shí)特性,將IT外包服務(wù)中的知識(shí)轉(zhuǎn)移劃分為五個(gè)階段,即發(fā)送(Send)、接受(Receive)、轉(zhuǎn)換(Transform)、應(yīng)用(Apply)、反饋(Feedback)五個(gè)階段,構(gòu)建知識(shí)轉(zhuǎn)移過(guò)程模型(SRTAF),并進(jìn)行知識(shí)轉(zhuǎn)移風(fēng)險(xiǎn)分析。 第三部分為模糊評(píng)價(jià)法在風(fēng)險(xiǎn)評(píng)價(jià)中的應(yīng)用并結(jié)合具體案例分析。本章主要介紹了模糊綜合評(píng)價(jià)的具體步驟：首先建立風(fēng)險(xiǎn)因素集,評(píng)價(jià)集,各個(gè)風(fēng)險(xiǎn)因素的權(quán)重集,確定各評(píng)價(jià)指標(biāo)的隸屬度,在此基礎(chǔ)上得出模糊關(guān)系矩陣,最后應(yīng)用模糊綜合評(píng)價(jià)法進(jìn)行綜合評(píng)價(jià)。 最后,針對(duì)上海某IT信息管理咨詢(xún)有限公司具本案例進(jìn)行實(shí)證分析,并得出該企業(yè)案例外包風(fēng)險(xiǎn)等級(jí)的相關(guān)結(jié)論。 因此,本文從IT外包知識(shí)轉(zhuǎn)移的角度出發(fā),構(gòu)建知識(shí)轉(zhuǎn)移過(guò)程模型以及模糊評(píng)價(jià)模型,對(duì)于IT外包服務(wù)商等相關(guān)企業(yè)都有十分重要的意義。
[Abstract]:With the rapid development of computer, especially network technology, IT technology has gradually penetrated into the core business of enterprises. IT outsourcing has become a strategic choice for enterprises under the rapidly changing environment. In fact, the process of IT outsourcing is the process of enterprises taking information technology as an important resource management process, which contains a large number of knowledge management activities. Therefore, knowledge transfer in IT outsourcing plays a key role in the success of outsourcing. With the increasing of IT outsourcing service business, the risk problem caused by knowledge transfer in IT outsourcing service becomes more and more prominent. However, most of the research on the risk of outsourcing is based on the aspects of service quality, transaction cost, enterprise scale and so on. However, the research on knowledge transfer risk in IT outsourcing services is relatively small. Therefore, there is an urgent need for a scientific and standardized model and method to evaluate the risk of knowledge transfer in IT outsourcing services. In view of this, this paper starts with the knowledge characteristics in the process of IT outsourcing service, and on this basis, constructs the IT outsourcing knowledge transfer process model, and then combines the different characteristics of knowledge in different stages. The fuzzy comprehensive evaluation method is used to evaluate the risk of knowledge transfer. Finally, a case study is carried out to provide theoretical and practical support for customer enterprises and IT service providers in IT outsourcing services. The main contents of this paper are as follows: the first part is introduction and literature review. Under the current research background, by consulting the relevant literature at home and abroad, this paper determines the research background and significance of the paper, summarizes the purpose and research objectives of this paper, and puts forward the research ideas and methods of this paper. On the basis of a comprehensive review of relevant research at home and abroad, this paper puts forward the problems existing in the current relevant research, and puts forward some suggestions for improving these problems. The second part is the process of IT outsourcing knowledge transfer and the analysis of its influencing factors. Combined with the knowledge characteristics in IT outsourcing services, the knowledge transfer in IT outsourcing services is divided into five stages, namely, sending (Send), to accept (Receive), conversion, (Transform), application (Apply), feedback (Feedback) five stages. The knowledge transfer process model (SRTAF),) is constructed and the risk analysis of knowledge transfer is carried out. The third part is the application of fuzzy evaluation method in risk assessment and case study. This chapter mainly introduces the specific steps of fuzzy comprehensive evaluation: firstly, the set of risk factors, the set of evaluation, the weight set of each risk factor are established, and the membership degree of each evaluation index is determined, and then the fuzzy relation matrix is obtained. Finally, the fuzzy comprehensive evaluation method is used for comprehensive evaluation. Finally, this paper makes an empirical analysis on the case of a IT Information Management Consulting Co., Ltd in Shanghai, and draws a conclusion of the risk level of outsourcing in this enterprise case. Therefore, from the point of view of IT outsourcing knowledge transfer, this paper constructs a knowledge transfer process model and a fuzzy evaluation model, which is of great significance for IT outsourcing service providers and other related enterprises.
【學(xué)位授予單位】：華中師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類(lèi)號(hào)】：F719;F224

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