| 摘要: | 金融業近年來逐漸提高在資訊服務委外投資上，除了內部人力資源有限外，資訊服務廠商所提出之系統解決方案，日趨符合金融業需求。而金融業對資訊服務委外的趨向，除了有效降低成本外，並可有效率配合業務發展策略，並透過維護合約的簽定，來提高資訊服務系統品質，並可在不影響系統維運下，逐步引進新資訊技術，而將資源運用在營運核心的業務系統上。 藉由某金控對簡訊系統委外之個案，本研究將描述個案金控委外簡訊系統過程，分析對電信業者與系統整合商選擇之考量因素。為求簡訊系統服務品質的提升，並以合約規範要求廠商提供對等服務等級。個案亦分析在簡訊系統續約時，因溝通與流程上問題，造成採購、資訊部門與競標廠商間的選商爭議，並建議一般資訊委外的控管程序，及承包廠商間競標與棄標的考量因素。個案的資料包含訪談資料與次級資料。個案結果顯示，個案仍雖如預期目標降低簡訊續約價格，但過程中面臨了一些難題，如系統委外標準程序、選商決策、內外部溝通等相關問題，進而產生資訊委外過程中之交易成本。 資訊服務委外每一次的決策考量因素都有所不同，但藉此個案的結果與研究建議，提供下一次的資訊服務委外相關活動之參考，亦可減少類似問題再次發生的狀況。 關鍵字：資訊服務委外、交易成本理論、簡訊 In recent years, financial industry has continuously increased its scale of information service outsourcing. In addition to the limited internal human resources, the system solutions proposed by information service providers are increasingly able to meet the financial industry’s requirements. Such a tendency of information service outsourcing in the financial industry not only reduces the cost of the companies effectively, but also meets their business development strategy, improves the system quality of their information service through the maintenance contract, and allows them to introduce new information technology more easier, thus better utilizing the resources in their operational core. Take a Financial Holding’s investments in information service outsourcing as the target of a case study. This study describes its investment process and analyzes the factors for choosing a telecommunication company and system integrator. In order to improve the service quality of information service, an equivalent service level from the providers is demanded through the specification in the contract. Also, the case is used to illustrate the conflicts among the purchase personnel, IT department, and the competitive bidding providers when renewing the contract. The study provides suggestion on the monitoring process of general outsourcing investments and the competitive bidding and dropping factors among the contractors. The data of the case include interview data and secondary data. The case results shows that though the price will be lower after the contract renewal as expected, some difficulties exist in the renewing process, such as the standard system procedure, strategy for choosing a provider, internal and external communication, etc. All these tend to produce transaction costs during the information outsourcing investments process. The factors that influence information service outsourcing decisions are different case from case, but this case study can still serve as a useful reference for future outsourcing activity, especially when renewing and negotiating a contract. Keywords: Information Service Outsourcing, Transaction Cost Theory, Short Message Service |
