[[alternative]]The opportunities and challenges of the it outsourcing

碩士[[abstract]]資訊委外的優、缺點在近些年來的各方力推之下，各有其論點，其研究目的即在於對此一趨勢作深入的探討與剖析，並檢視其資訊委外服務的最終成效與其所造成的內、外衝擊與不同的思維。本研究從包含資訊委外的趨勢分析、資訊委外市場分析，資訊委外的目的、資訊委外的策略與優、缺點等不同的角度來加以剖析。 企業在近來邁向電腦化的過程中，為因應日趨複雜與龐大的資訊系統，為了能減輕龐雜的維護與管理費用，這也是資訊委外服務能夠在近年來盛行的主因。然而資訊委外在企業來說說有其不同的種類與決策考量：其種類可區分為四大類別：整體委外、選擇性委外、功能委外、業務處理的委外。其決策因素與考量點為資訊委外的原因與目的、資訊委外的內容與範圍、資訊委外的選擇對象。 多數的企業均採用選擇性與部分的委外策略方式，而非以全數委外的方式。其考量點不外乎是營運成本太高以及企業本身的技術能力不足。其同時也會面臨到的衝擊為人員的忠誠度不足與流失、知識的無法傳承、企業智慧財產的損失等重大影響。 相較於國外，國內的大企業委外的比例不高，約只有六成的企業將其資訊委外；有七成的企業企業在其資訊委外的投資金額不到百分之二十，「普遍缺乏信心」是造成IT委外程度低落的主因，「服務品質及支援能力是最大的考量因，「服務品質及支援能力」是最大的考量。 以兩項個案分析的結論均同樣面臨相同的委外缺失：委外廠商技術能力的不足、委外廠商內部溝通協調能力的問題以及委外廠商所記錄與追蹤的不落實等諸多弊病。 一開始對委外所能達成的成果的期望值太高以及所投入與應用委外的投資與方法有所錯誤 ，進而導致其委外不一定省錢，反而變成投資報酬率的差異過大。[[abstract]]It’s talking about the advantage and disadvantage of IT outsourcing in the recent years that carried out by every corporate companies，the purpose is that research and analyze for this trend，and review the final effect and impact of the IT outsourcing and its different thinking．This research is that from the trend、market、goal and strategy points of view． The companies is going forward to computerize，and face the impact of the multiple and complex computer systems，in order to reduce the cost of the maintenance and managing that is major reason for IT outsourcing．Thus，there are different types and strategies of IT outsourcing．The type are that total outsourcing、selective outsourcing、utility outsourcing、business process outsourcing．The strategies are that goal/purpose、scope、partner of IT outsourcing． Most of the companies choose the selective and partial IT outsourcing，is not total outsourcing．The reason are that the cost of the managing is too high，and technical skill of the companies is too weak， they also face the impacts that are loyalty lost、knowledge can not be kept going、intellectual property Loss． Compare with foreign companies，the rate of the IT outsourcing is not high，around sixty percent for IT outsourcing，and around seventy percent that is less than twenty percent of the investment for IT Outsourcing；the reason of the lower IT outsourcing is no confidence；the service quality and support ability that is major thinking． As two cases study that all face the same faults that support capability weakness、communication defect and tracking record is not clear and did not follow up． The initial expectation is too high that for IT outsourcing，and its thinking and investment are also making mistake，to caused that is not saving money；and the related costs are growing up．[[tableofcontents]]目錄 第一章 緒論………………………………………….…... .…1 第一節 研究背景 ………………………………………………2 第二節 研究動機與目的…………………………………………4 第三節 研究方法與架構…………………………………………5 第二章 文獻探討……………………………….…... ……….6 第一節 資訊委外的起始…………………………………………6 第二節 資訊委外的回顧 ………………………………………12 第三節 資訊委外的決策因素………………………………… 17 第三章 資訊委外的應用思維... ……………….…..………20 第一節 資訊委外的策略性考量……………………………… 20 第二節 資訊委外服務的運用………………………………… 24 第三節 資訊委外服務的影響………………………………… 29 第四章 資訊委外的趨勢與現況……………….…. ..………35 第一節 全球資訊委外服務的趨勢…………………………… 35 第二節 全球資訊委外服務的現況…………………………… 39 第三節 資訊委外服務的動機………………………………… 42 第四節 資訊委外服務的內容………………………………… 45 第五章 個案背景研究與分析... ……………….…..………48 第一節 某美商銀行在台分公司資訊委外服務……………… 48 第二節 某美商速食連鎖店在台分公司資訊委外服務……… 50 第六章 結論與建議…………………………….…. ..………57 參考文獻…………………………….… .……………………59 圖目錄 圖一、資訊委外規模大小關係圖…..……… .………………17 圖二、資訊委外三大決策………..……………………………18 圖三、資訊科技外包的主要做法.………….…………………23 圖四、資訊科技部門的九項核心能力.……………………… 26 圖五、台灣企業IT委外狀況調查.….…………………………40 表目錄 表一、資訊作業委外服務全年經費概況－按行業別分 ………2 表二、資訊科技市場的分類……..……………………………13 表三、企業委外的前十大原因……..…………………………20 表四、資訊委外可能帶來的衝擊分類表.………………… 33 表五、資訊委外的趨勢……..…………………………………35 表六、2003年全球IT服務營收最多的前十大公司……………37 表七、資訊委外服務分類…..……… ……… …………46 表八、CX銀行資訊委外的目的……….… ……………………49 表九、CX銀行資訊委外的項目…………………………………50 表十、CX銀行年度定期資訊委外服務會議……………………51 表十一、MXX速食連鎖店資訊委外的目的….…………………52 表十二、MXX速食連鎖店資訊委外的項目.……………………53 表十三、MXX速食連鎖店年度定期資訊委外服務會 ……56 表十四、資訊委外服務的問題歸納……….………………… 57 Contents Chapter One Introduction -64- Section I Research Background -67- Section II Research Motives and Intentions -70- Section III Research Methods and Structures -71- Chapter Two Document Discussion -73- Section I The Origin of IT Outsourcing -73- Section II IT Outsourcing Review -84- Section III The strategic factors of the IT Outsourcing -91 - Chapter Three The Applied Senses of the IT Outsourcing -95- Section I The Strategic Considerations of the IT Outsourcing -95- Section II The Application of IT outsourcing Service-100- Section III The Influences of IT Outsourcing Service-102- Chapter Four IT Outsourcing Theories Background -106- Section I: IT Outsourcing Background -106- Section II: Global IT outsourcing Service Trend -108- Section III: The Current Condition and Development of IT Outsourcing Service -112- Section IV: IT Outsourcing Service Motives -115- Chapter Five Cases Background Study and Analysis -120- Section I: C Foreign Bank Outsourced Taiwan Branch IT Service -120- Section II: M Foreign Fast Food Chain Stores Outsource Taiwan Branch IT Service -123- Chapter Six Conclusions and Suggestions -130- Chart Contents Chart 1: The survey for the annual outlay of IT process outsourcing service-classified by business Unit -66- Chart 2: The top ten reasons of business outsourcing -94- Chart 3: The classified chart of blast may caused by IT outsourcing -104- Chart 4: The classification of IT market -107- Chart 5: The top ten companies with most IT service profits international wide in 2003 -110- Chart 6: The streams of IT outsourcing -117- Chart 7: The classification of IT outsourcing services-118- Chart 8: The goal of IT outsourcing services for xx Bank-120- Chart 9: The scope of IT outsourcing services for xx Bank-121- Chart 10: The regular yearly meeting of IT outsourcing services for xx Bank -122- Chart 11: The goal of IT outsourcing services for xx fast food chain store restaurant -124- Chart12: The scope of IT outsourcing services for xx fast food chain store restaurant -125- Chart 13: The regular yearly meeting of IT outsourcing services for xx fast food chain store restaurant -127- Chart 14: The issues of IT outsourcing services consolidation -128- Pictorial Contents Picture1: The relation diagram of the sizes of IT outsourcing scope -90- Picture 2: The three main IT outsourcing strategies -91- Picture 3: The main methods of IT outsourcing -98- Picture 4: The 9 core abilities of MIS department -100- Picture 5: The survey for IT outsourcing condition among Taiwanese businesses -112-[[note]]學號: 791400244, 學年度: 9