Work Organization and Skill Formation : the case of ICT service sector in Korea

정보통신서비스산업은 현재 우리 나라의 성장 핵심산업이면서 생산모델의 진화과정을 가장 잘 보여주는 산업영역이다. 이 산업에서의 작업조직과 숙련형성 실태를 파악하고, 이를 통해 고성과 작업조직 이론의 지평을 확대하며 실천적 함의를 탐색하는 것은 연구사적으로 의미있는 작업이다. 정보통신서비스산업에서의 작업조직과 숙련형성 연구는 독일 등 선진국에서는 새로운 연구주제로 활발히 연구되고 있지만, 우리 나라 정보통신서비스산업에서의 작업조직과 숙련형성 실태는 체계적으로 규명되지 못한 상태이다. 본 연구는 이러한 차원에서 지식기반사회에서 그 중요성이 더해 가는 정보통신서비스업 지식근로자의 작업조직과 숙련형성 실태를 분석하고, 고성과 작업조직 지향의 숙련형성 모델을 탐색할 목적으로 수행하였다. 이를 위해 정보통신서비스산업의 시장상황과 인적자원 현황, 작업조직과 숙련형성 실태와 노사관계 등을 살펴보았고, 이들이 조직성과와 어떤 관계를 가지는 지를 분석하였으며, 분석결과를 토대로 이론적 함의를 살펴보았다. 이러한 결과를 바탕으로 고성과 작업조직 지향적인 숙련형성 모델을 제시하였다. 본 연구의 결과는 고성과 작업조직 관행 및 숙련형성 사례 연구의 지평을 확대하고, 일반적 숙련과 기업 특수적 숙련의 연계를 강화하며, 기업의 고성과 지향 현장학습모델을 구성함으로써 기업의 고성과 작업 조직 및 고성과 지향 숙련형성모델을 확산하고 경쟁력을 제고하는 데 기여할 것으로 판단된다.1. Introduction This research was conducted to examine the realities of knowledge workers' work organization and skill formation in the ICT (information and communication technology) service sector, and to find out a desirable skill formation model for those workers. For this research, we carried out a survey on work organization and skill formation in the ICT service sector, in which 605 R&D personnels and technical engineers from 97 ICT service companies participated. In-depth interviews were also carried out with some of them. We first looked at the market conditions of the ICT service sector and human resources situation in Korea. We also examined the realities of work organization and skill formation as well as industrial relations in ICT service industries before analyzing how these factors affect the performance of the organization. Based on the analysis results, we drew implications and proposed some suggestions. 2. Results of the research A. The characteristics of work organization The work organization of knowledge workers in Korea's ICT service sector is characterized as one of high performance. The degree of mutual respect and trust among workers, information channel system, open and practical discussion, empowerment, information sharing and communication, the degree of clarity of worker responsibilities and rights was comparatively high, while the provision of various education and training programme, readiness to taking risks, and intentional job rotation had relatively low scores. Most people were highly experienced in project team-based work. And there was good communication among team members. But the performance-related compensation system was not working properly, so the respondents' level of satisfaction for the fairness of reward system was comparatively low. Among job skills and competencies necessary for doing their jobs, professional technique and competence were recognized as most important. B. The characteristics of skill formation Knowledge workers in the ICT service sector, including R&D workers and technical engineers, recognized their college school education as very helpful in carrying out their jobs. So it is possible to infer that Korea's ICT education system contribute positively to the formation of knowledge workers' skills. With respect to ICT knowledge workers in Korea, work and learning were deeply interlinked and self-directed learning provided an important base for skill formation. Learning through experiences played a key role in furthering theoretical knowledge and job skills. Most knowledge workers in the sector thought acquisition of knowledge and information about new technology as highly essential, and were constantly putting in efforts to acquire such information and knowledge. Self motivation was the main impetus for the skill formation and learning of ICT service sector knowledge workers. Private education and training agencies were the main source from which 40.5% of ICT knowledge workers acquire knowledge and skills about new technologies. According to our research, trade unions in Korea's ICT service sector were somewhat indifferent to the skill formation of workers, and were not active in company policy formulation for their employees. Trade unions offered no active support for the skill formation of employees. C. Influence on organization performance In general, organization performance is affected by some of the factors associated with work organization and skill formation system. Our research showed that fair evaluation of individual contribution to company performance was the most important factor to organization performance. Besides, sharing of company vision and managerial strategy, mutual respect and trust among workers, provision of various education and training programme by company, information sharing and smooth communication contribute positively to organization performance. With respect to skill formation, the performance of organizations was strongly affected by such factors as 'responsible work experience', 'participation in academic and practical seminars', 'OJT', and 'job rotation'. D. Discussion and implications The following factors are required to build a high performance work organization. First, the company should reflect and share the workers' views on the company's vision, strategy and objectives based on the trust and respect among workers, and it should offer fair compensation and appraisals. Second, employees should have a positive and progressive attitude toward work and a creative and flexible way of thinking, and should become proactive and prepare themselves for the era of globalization by developing, for instance, foreign language ability. Compared with large companies, small- and medium-sized companies lack the necessary manpower and capital to develop a high performance work organization and ensure knowledge management, thus support needs to be given at the national level. Considering the differences in the degree of exposure to and the type of education and training depending on company size, the strategy of promoting skill formation should be tailored for different target groups in large businesses and smaller businesses. The information and communication industry is knowledge intensive and the performance of the companies is directly related with employees' skill formation. This thus demands appropriate allocation and utilization of manpower to build a learning-oriented organization. On the other hand, there are limits to actively providing in-house education and training is difficult to carry out as small- and medium-sized companies, thus self-oriented learning and external education and training institutes should be encouraged. Especially, various supportive measures should be sought to link self-oriented learning with the performance of the organization. 3. Suggestions for a skill formation model of high-performance work organization In order to build high-performance work organization and promote skill formation, the employer, the employee and the trade union need to properly perform their role and function, and cooperate closely with each other. The role and function of those interested parties are suggested as follows. First, the manager should create an open organization culture built on trust to allow workers to actively share and utilize knowledge and information among themselves. He/she should also communicate corporate vision and strategy to employees through learning and education activities, and should strive for an environment conducive to exchange and cooperation between units or divisions. Through such efforts, the manager should foster creative employees capable of efficiently adopting to the rapidly changing international arena, and to this end, the employer needs to support learning, education and training of employees, while ensuring that individual workers are evaluated and compensated in a just manner for their achievements and contribution. Employees should collect and utilize work-related knowledge and information through collaboration and communication, and put continuous effort into improving their work competencies and skills. This study found that effective means of worker skill formation include on-the-job-training, internship training, study groups and internal job rotations, participation in academic societies and associations, and oversea training. Trade union should take interest in and support workers' skill formation to help workers stay on with the same company for a long time. For this, it needs to perform its function in voicing and representing employee concerns and interests to the employer, actively support workers' learning, education and training, and contribute to the designing of skill formation policy. The roles and functions of the interested parties are expected to strengthen through close cooperation, based on which workers' work competencies and skills will improve and. Furthermore, increased workers' job satisfaction, commitment and loyalty will ultimately contribute to the realization of a high-performance work organization with improved sales and profitability.요 약 제1장 서론 제1절 연구의 배경과 목적 1 제2절 연구의 내용 3 제3절 연구의 방법 4 제4절 주요 개념의 정리 5 1. 작업조직의 개념 5 2. 숙련의 개념 6 3. 작업조직과 숙련형성의 관계 6 제5절 연구의 범위 7 제2장 이론적 고찰과 연구 문제의 설정 제1절 선행연구의 검토 9 1. 작업조직과 노동과정에 대한 연구 9 2. 정보통신산업 지식노동에 대한 연구 11 제2절 이론적 논의 15 1. 인적자원전략이론 15 2. 고성과작업조직론 18 3. 지식노동론과 노동의 주체화론 21 4. 조직성과와 영향 요인 31 제3절 연구 문제와 분석틀 34 제3장 정보통신서비스업의 시장상황과 인적자원 제1절 정보통신서비스산업의 특성과 경향 39 1. 정보통신서비스산업의 특성 39 2. 정보통신서비스산업 발전의 경향과 영향 41 3. 최근 정보통신서비스산업의 패러다임 변화: 디지털 융합 42 제2절 우리 나라 정보통신서비스산업의 시장상황 43 1. 정보통신산업의 분류 43 2. 정보통신산업의 규모와 추이 46 제3절 정보통신산업의 인적자원 49 1. 정보통신산업 인력의 규모 49 2. 정보통신 기술인력의 현황과 특성 50 3. 정보통신산업 인력의 교육훈련 53 4. 정보통신산업의 고용시스템과 노사관계 54 5. 정보통신 인력의 채용과 이직 56 6. 정보통신산업 종사자의 임금과 근로조건 57 제4장 작업조직과 숙련형성 실태조사 개요 제1절 조사 개요 61 제2절 조사대상 사업체와 근로자의 특성 62 1. 조사대상 사업체와 특성 62 2. 조사대상 근로자의 특성 65 제3절 주요 조사 내용 68 제5장 정보통신서비스업 지식근로자의 작업조직 제1절 작업조직 방식의 특징 71 1. 구성원간의 가치 존중과 신뢰 71 2. 가치와 목표의 공유 72 3. 정보의 공유와 의사소통 73 4. 정보채널의 구축과 활용 75 5. 책임과 권한, 그리고 위임 77 6. 업무 및 역할의 융통성 78 7. 계획적 직무순환의 중시 80 8. 교육훈련프로그램의 다양성 81 9. 공헌도의 공정한 평가 82 10. 지식경영 운영 84 제2절 프로젝트 방식의 직무수행 85 1. 직무수행 경험 여부 85 2. 프로젝트 팀원간의 의사소통 86 3. 프로젝트 매니저의 역할과 팀 관리 87 4. 프로젝트 수행시 이질적 인재의 편성 88 5. 프로젝트 성과의 평가 88 제3절 작업조직에서 요구되는 직무수행능력 및 태도 90 1. 작업조직에서 요구되는 직무수행능력 및 태도 종합 분석 90 2. 전문 직무능력별 중요도 92 3. 기초 직무능력별 중요도 94 4. 인성 및 태도 101 제4절 요약 및 시사점 107 제6장 정보통신서비스업 지식근로자의 숙련형성 제1절 직무수행에 필요한 지식과 기술의 형성 111 1. 숙련형성 방식 111 2. 내용별 숙련형성 방식 124 3. 신기술 습득 경로 126 제2절 숙련형성을 위한 학습 실태 129 1. 교육훈련 실태 129 2. 학습의 성과 및 만족도 133 3. 지식과 기술의 유효 기간 134 제3절 숙련형성을 위한 시스템 135 제4절 요약 및 시사점 139 제7장 노사관계와 조직성과 제1절 노사관계와 작업조직, 숙련형성의 관계 143 1. 노사관계의 현황 143 2. 노사관계와 작업조직, 숙련형성과의 관계 147 제2절 작업조직과 숙련형성의 관계 149 1. 작업조직 방식과 숙련형성 수준과의 관계 149 2. 숙련형성 방식과 작업조직 수준과의 관계 150 제3절 작업조직 방식과 조직성과의 관계 152 1. 작업조직 방식과 직장 몰입도와의 관계 152 2. 작업조직 방식과 고용 만족도와의 관계 153 3. 작업조직 방식과 직무 만족도와의 관계 154 4. 작업조직 방식과 순이익 정도와의 관계 155 제4절 숙련형성 방식과 조직성과의 관계 157 1. 숙련형성 방식과 직장 몰입도와의 관계 157 2. 숙련형성 방식과 고용 만족도와의 관계 158 3. 숙련형성 방식과 직무 만족도와의 관계 159 4. 숙련형성 방식과 매출액 정도와의 관계 160 제5절 요약 및 시사점 160 제8장 연구결과의 요약 및 제언 제1절 주요 연구 결과와 함의 163 1. 작업조직 측면의 특성ㆍ163 2. 숙련형성 측면의 특성 164 3. 조직성과에 미치는 영향 166 4. 시사점과 정책적 함의 166 제2절 고성과 작업조직 숙련형성 모델을 위한 제언 167 SUMMARY 171 사업체 기초정보 조사표 179 조사대상 사업체 주요 기초정보 180 근로자용 설문조사표 183 참고문헌 19