IT外包服务知识转移过程中的情境因素研究

发布时间：2018-10-24 15:48

【摘要】：进入21世纪之后,IT外包服务发展势头十分迅猛,并且增长速度也越来越快。随着信息技术的日新月异,知识和技术在IT外包服务中所占的比例也不断增大,这使得知识转移对IT外包服务成败的影响越来越显著,因此,IT外包服务中知识转移的相关研究已逐步成为热点问题。但目前对于IT外包服务中知识转移影响因素的研究多集中于知识特性、知识转移方、知识接收方和关系质量等影响因素,忽视了对情境因素对知识转移的作用。因此,本文对IT外包服务知识转移过程中的情境因素进行分析,以完善现有IT外包中知识转移研究的不足。本文的调查主要集中在上海地区的从事IT外包服务的企业,在合作单位上海翰纬信息管理咨询有限公司的支持下,对上海12家信息管理咨询公司进行了实地考察。首先,运用扎根理论,通过对外包客户和服务商的访谈调查来研究IT外包知识转移相关因素。扎根结果表明,其广义上的情境因素(影响因素)为：转移主体因素、关系质量因素、情境因素、知识转移渠道因素和知识特性因素。通过讨论,构建了IT外包中广义上的知识转移情境因素(影响因素)分析模型,在此基础上,进一步提炼出IT外包中知识转移情境因素模型。但是通过扎根理论来分析,无法定量化的揭示情境因素与其他知识转移影响因素的相关性,不利于对IT外包服务中知识转移的管理和控制。DEMATEL方法是一种运用图论与矩阵工具进行系统因素分析的方法。考虑到此方法采用精确数来评价系统因素间的关系,而IT外包服务中知识转移通常具有复杂性的特点,适合确定其上限和下限,用区间数来表示。因此,为了把DEMATEL方法拓展到区间数上,本文建立了区间数初始直接影响矩阵,借助于区间数的运算和可能度排序,求出区间数综合影响矩阵,提出区间数DEMATEL方法,并对情境因素和其他影响因素的相关性进行分析,得出学习文化、投入程度、政策法规和项目特征为原因影响因素,其他影响因素为结果影响因素。然后根据扎根研究结果,对IT外包服务中情境因素提出相应假设,并采用基于PLS的结构方程模型对假设进行了分析验证,得到结论如下：投入程度和政策法规对学习文化都有显著正向影响,但投入程度更为显著；项目复杂度对学习文化没有显著影响；项目复杂度和学习文化对知识转移分别有显著负向和正向影响,但学习文化更为显著。针对此研究结论,最终对政府和外包企业提出了以下建议：增加人员、资金的投入,来充分调动外包人员的主观能动性；构建学习型组织,培养良好的企业学习文化,保持IT外包客户和服务商的关系质量,使企业有顺畅的知识转移渠道；IT服务商应充分评估自己的资源,不应选择自己难以完成的IT外包项目;我国应完善外包相关法律法规,建立IT外包市场规范。
[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.
【学位授予单位】：华中师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F49;TP301.6

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