資訊業務委外成功因素之探討----以中華電信為例

Abstract

隨著全球化商業環境的激烈競爭及資訊科技的迅速發展，資訊業務委外（Outsourcing）已不再僅以節省成本為考量，許多大型企業將資訊科技與企業策略相結合，成為企業創造競爭優勢的策略利器。資訊業務委外雖然突顯其效益，但若未詳加規劃和評估，極可能導致失敗的後果，委外後若未對承攬業者善加管理，亦難以獲得預期的效益。 本研究從委外流程探討委外成功的因素，以建立委外作業評估指標，並探討員工屬性及委外經驗與意願等現況對委外成功因素的影響。經以中華電信為例，實證研究後有以下結論： 1.影響資訊委外作業成功有十三項重要因素，包含：規劃評估、遴選廠商、訂定合約、夥伴關係、驗收保固及監督控制等六個階段中的六十五項評估準則，可作為實務作業的指引。 2.在向外界取得資訊資源時，委外廠商的專業技術與保證能力，合約內容的明確定義，以及公司營業秘密、資訊安全與智慧財產權的保護等非常重要。顯示中華電信在取得資訊資源的同時，希望能獲得良好的服務品質與資訊安全的保障，並在高階主管的支持與參與下，共同提升企業競爭力。 3.員工的工作類別、服務機構、學歷及委外角色等屬性，會影響資訊委外利益、委外風險、委外問題等經驗方面的認知，但對委外方式及廠商的滿意度等意願上的認知則無影響。 4.員工的工作類別不會影響委外成功因素重要性的認知，但服務機構、學歷、委外角色等屬性，以及委外利益、委外風險、委外問題等經驗方面的認知則有影響。

本研究建構委外成功因素指標，建議在資訊委外作業流程中，從評估規劃、訂立合約、建立關係、驗收保固到監督控制等階段，依循指標落實執行，將有助於資訊委外目標的達成。

Facing the fierce global competition, the major objective of information system （IS） outsourcing is now not reducing costs. Many large firms have integrated IS to their corporate strategies and this has become a powerful strategic approach from which firms develop their competitive advantages. However, without careful planning, assessment, and proper management of IS contractors, the effectiveness of IS outsourcing will probably fail or will not be as effective as expected. The study is based on a survey of Chunghwa Telecom employees. The findings suggest 13 key factors and 65 assessment criteria at six stages of IS outsourcing procedure which can be regarded as the success indexes for IS outsourcing operations. The findings also indicate that Chunghwa Telecom expected to achieve quality services and protect information security.

The study recommends managers to ensure each IS outsourcing process meets the success indexes identified in the research findings. The processes include the initial stage of planning and evaluating, structuring contract and managing relationship, and the final stage of controlling. In so doing, firms will be more possible to succeed in IS outsourcing.