隨著委外服務的普遍化、客戶需求的多樣化、領域知識的專業化和複雜化、以及標案提交時程的縮短，對於委外服務供應商而言，每次競標都面臨獨特的挑戰和激烈的競爭。如何利用知識管理幫助委外服務供應商在最短時間內競標並提供客戶適切的解決方案，以增加競標的優勢，成為委外服務供應商面臨的重要課題。本研究的主要目的在瞭解知識管理如何影響委外服務供應商在委外專案競標的優勢。本研究以個案研究法，對國內兩家跨國企業的三個電子化服務與系統整合單位，透過半結構化問卷的深度訪談蒐集實徵資料。研究結果指出知識管理顯著地改變了專案團隊在競標階段工作時間的配置以及競標核心重點工作，對於有知識管理系統支援的專案單位尤其顯著。研究結果也顯示正式導入知識管理並建立知識分享的關鍵績效指標可增加競標的優勢。依研究結果，本研究提出四個命題，作為委外服務與知識管理後續研究的參考。 The outsourcing service providers (OSPs) are facing unique challenges and strong competition in the bidding process, while addressing client’s various demands, ever-increasing specialization and complexity in domain knowledge, and the shortening of the bid preparation process. How to employ knowledge management (KM) approach to prepare the bid efficiently and deliver the right solutions to clients to gain bidding advantages become the primary concerns of OSPs. This research is to study how the KM approach can facilitate the competitive advantages of the OSP in the bidding process. Data are collected from three e-service and system integration business units of two multi-national enterprises using semi-structured in-depth interviews. The results show that KM does have a significant impact on the time allocation and core tasks of the bid preparation processes, and particularly true for the OSP with KM systems. Findings also reveal that implementing the KM systems and establishing the key performance indicators of knowledge sharing can improve the OSP’s competitive advantage in the bidding process. We accordingly propose four propositions for further research in outsourcing and knowledge management.
