基于模糊评价法的IT外包服务中知识转移风险评价模型研究

发布时间：2018-10-16 20:46

【摘要】：随着计算机特别是网络技术的飞速发展,IT技术逐渐深入到企业的核心业务,而由此而产生的IT外包成为了企业在快速变化环境下的一种战略选择。IT外包过程实质上是企业将信息技术作为重要资源管理的过程,在此过程中包含了大量的知识管理活动。因此,IT外包中的知识转移对于外包的成功具有十分关键的作用。而伴随着IT外包服务业务的不断增长,IT外包服务中知识转移所导致的风险问题也愈加突出。但目前对外包中的风险问题研究也大多是从服务质量、交易成本、企业规模等角度出发,对IT外包服务中的知识转移风险问题研究还相对较少。因此,迫切需要一种科学规范的模型与方法来对IT外包服务中的知识转移风险进行评价。鉴于此,本文从IT外包服务过程中的知识特性入手,并在此基础上构建了IT外包知识转移过程模型,然后结合知识在不同阶段的不同特性,用模糊综合评价法对知识转移风险进行评价研究,最后结合具体案例予以实证,以期为客户企业、IT服务商在IT外包服务中提供理论和实践上的支持。本文主要研究内容如下：第一部分为导论和文献综述。在当前的研究背景之下,通过查阅国内外相关文献,确定论文的研究背景和研究意义,总结本文的研究目的和研究目标,提出本文的研究思路和研究方法。并在对国内外相关研究进行综合评述的基础上,提出当前相关研究存在的问题,并针对这些问题,提出改进思路。第二部分为IT外包知识转移过程及影响因素分析,结合IT外包服务中的知识特性,将IT外包服务中的知识转移划分为五个阶段,即发送(Send)、接受(Receive)、转换(Transform)、应用(Apply)、反馈(Feedback)五个阶段,构建知识转移过程模型(SRTAF),并进行知识转移风险分析。第三部分为模糊评价法在风险评价中的应用并结合具体案例分析。本章主要介绍了模糊综合评价的具体步骤：首先建立风险因素集,评价集,各个风险因素的权重集,确定各评价指标的隶属度,在此基础上得出模糊关系矩阵,最后应用模糊综合评价法进行综合评价。最后,针对上海某IT信息管理咨询有限公司具本案例进行实证分析,并得出该企业案例外包风险等级的相关结论。因此,本文从IT外包知识转移的角度出发,构建知识转移过程模型以及模糊评价模型,对于IT外包服务商等相关企业都有十分重要的意义。
[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.
【学位授予单位】：华中师范大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719;F224

【参考文献】