資訊系統委外專案溝通的挑戰與因應策略; The Communication Challenge and Solution in Information System Outsourcing

NCUIR > School of Management at National Central University > Executive Master of Information Management > Electronic Thesis & Dissertation > Item 987654321/60115

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Title:	資訊系統委外專案溝通的挑戰與因應策略;The Communication Challenge and Solution in Information System Outsourcing
Authors:	張東平;Chang,Tung-Ping
Contributors:	資訊管理學系在職專班
Keywords:	資訊系統委外;溝通;交互記憶系統;Information system outsourcing;communication;transactive memory system
Date:	2013-06-20
Issue Date:	2013-07-10 12:07:04 (UTC+8)
Publisher:	國立中央大學
Abstract:	資訊系統委外已成為現今組織獲取資訊服務之重要手段。透過資訊系統委外活動，組織得以專注於核心領域、獲取新的資訊應用技術、更彈性地應用有限的資金與資源。因此，資訊系統委外的成功與否以及委外的品質，成為影響組織營運績效的關鍵因素。本研究以組織資訊系統委外過程中的溝通活動為研究重點，針對實務上資訊系統委外廠商與組織內部人員經常遭遇的溝通問題進行研究探討。研究目的希望透過嚴謹的研究步驟與程序，探討在資訊系統委外的情境下，造成委外雙方溝通障礙的原因以及可能的解決方法。透過文獻探討過程，啟發本研究以交互記憶系統 (transactive memory system, TMS) 為理論觀點，探討跨組織與跨知識領域的資訊系統委外團隊成員，如何透過溝通互動的改善而提升團隊知識編碼、儲存與擷取的效率，以提升團隊效率並達成專案目標。本研究設計採用個案研究方法，研究某個案組織之資訊系統委外活動，觀察個案組織於資訊系統委外專案執行過程中，具備不同專業背景之參與人員間之互動過程所產生的溝通問題以及處理策略。本研究發現信任與知識背景領域差異會影響資訊系統委外專案團隊成員的溝通，而增加互動頻率、使用圖形化物件的輔助以及資訊單位的中介協調角色均有助於溝通的改善。本研究成果於學理上以交互記憶系統解釋資訊系統委外專案團隊的運作，而於實務上則提供資訊系統委外過程中，改善溝通的有效策略。 Information system outsourcing became the main strategy to get information service for many organizations. Through information system outsourcing, organizations can focus on their core competence, access new IT technology and arrange limited resource more flexible. So the success of information system outsourcing and its outcome quality became more crucial for organizations. By using qualitative research methodology and transactive memory system (TMS) theory, the study investigates the communication issue of inter-organizational knowledge sharing and coordination in IS outsourcing projects. Using data from a qualitative field study, the key findings of this research are: 1. Frequent client-provider contacts will improve coordination. 2. Proper visual object will make communication more effectively. 3. IT staff in organization should perform the knowledge broker to help information sharing. These findings of the study are expected to be helpful for organization when performing information system outsourcing.
Appears in Collections:	[Executive Master of Information Management] Electronic Thesis & Dissertation

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