資訊系統委外是這些年來的一個重要趨勢，隨著網際網路的流行，跨國式及上下游整合的委外系統，已不是一家廠商可以獨立承接，於是衍生出來的大包商和客戶及大包商和小包商之間的關係，變得愈來愈複雜。大包商為了做好客戶服務，又要顧及再下包的委外成本及品質問題，常常使得大包商夾在客戶和下包商之間兩頭為難，而這些參與委外的成員，也常常為了不同角度的看法問題而有了認知上的差異，進而產生衝突。
本研究即從參與委外的客戶、承包商(大包商)、下包商三方成員之間，以質化研究的個案訪談方式，找出數個案例之委外過程中四個重要階段(委外招商階段、簽約階段、開發階段、驗收階段)可能發生的認知差異，並以科技框架理論結構作為本論文的研究基礎，透過訪談資料的歸納、彙總分析，獲得一些實務上和學術上的貢獻，提供其他學者專家參考。

The trend towards Information Systems (IS) Outsourcing has become an important trend in recent years. With the prevalence of the Internet, international-based, as well as integration of, up-downstream outsourced IS is no longer independently contracted by single contractor units. This has seen relationships between contractor and customer - and between large contractors and small contractors - become increasingly complicated. This is further complicated by the dual pressures on the contractor of offering both a better customer service and controlling cost and quality issues while re-outsourcing to other end contractors. Conflicts can often occur between the members of any outsourcing project because acknowledgement diversities will result in different points of view.

The purpose of this research is to identify the possible acknowledgement diversities that may occur between the three types of outsource (Customer, Contractor, End Contractor) during the four key stages of outsourcing (public bidding, contract signing, project development, checking before acceptance). The research basic of the dissertation will be structured by technology frame theories and interviewing will occur in several cases in order to obtain pointed theoretical and practical values for other researchers' reference.

目 錄

圖目錄 ……………………………………………………………….. 7
表目錄 ……………………………………………………………….. 7
第壹章、 緒論………………………………………………………… 9
第一節、 研究背景………………………………………………. 9
一、資訊委外策略的重要……………………….………… 9
二、資訊專業化的需求…………………….……………… 9
三、委外作業的趨勢…………………….…………………10
第二節、研究動機…………………………………………………11
一、過去委外研究多數偏向經濟理論…………….……….11
二、委外關係的重要性………………………….………….11
三、承包商角色在委外關係中的重要性………….………12
四、承包商在委外關係中的雙重角色…………….………13
五、認知差異造成的委外關係問題……………….………13
第三節、研究目的…………………………………………………15
第貳章、 文獻探討……………………………………………………16
第一節、 資訊系統委外定義……………….……………………16
第二節、 資訊系統委外項目定義……………………………….18
第三節、 委外關係……………………………………………….21
第四節、 顧客關係管理………………………………………….22
第五節、 科技框架(Technological Frames)理論……………26
第六節、 相關之研究文獻……………………………………….29
第參章、研究方法與步驟……………………………………………..32
第一節、 研究方法……………………………………………….32
一、質化研究方法………….……….……………………32
二、研究結構……….…………………….………………32
三、質化研究方法的品質…………………….………….33
第二節、 研究設計………………………………………………34
一、個案研究特性……………………………………….34
二、個案的選擇………………………………………….35
三、資料來源…………………………………………….40
第三節、 研究步驟與流程………..……………………………..41
第肆章、個案描述…………………………………………………….42
第一節、委外招商階段………………………….……………….44
第二節、簽約階段……………………………….……………….53
第三節、開發階段……………………………….……………….64
第四節、驗收階段……………………………….……………….75
第伍章、分析討論……………………………………………………..84
第一節、 比對科技框架理論……………………………………..84
第二節、 認知差異………………………………………………..85
第三節、承包商的兩難…………………………………………..85
第陸章、結論與建議…………………………………………………107
第一節、 結論…………………………………………….………107
一、比對研究理論後的發現…………………………107
二、認知差異及承包商兩難分析彙總………………108
第二節、 本研究的貢獻………………………………………….122
一、實務方面…………………………………………122
二、學術方面…………………………………………122
第三節、 研究限制……………………………………………….123
第四節、 未來研究方向………………………………………….124
參考文獻………………………………………………………………125
中文部份………………………………………………………….125
英文部份………………………………………………………….126
圖目錄

圖２－１CRM Product Wheel Model………………………………..24
圖２－２成功的合夥關係影響因素之研究模式……………………..29
圖２－３委外成功研究模式…………………………………………..30
圖２－４合夥關係品質研究模式……………………………………..31
圖３－１研究流程圖…………………………………………………..41
表目錄

表２－１資訊系統委外定義…………………………………………16
表２－２資訊技術委外項目…………………………………………18
表２－３中華民國資訊軟體協會資訊委外項目……………………19
表２－４科技框架結構………………………………………………27
表３－１資訊系統委外關係認知差異之結構模式…………………33
表３－２個案研究的設計方式………………………………………35
表３－３個案及訪談者資料彙總表…………………………………38
表６－１委外參與成員認知不同及承包商兩難情況彙總表……...112

中文部份

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吳釆菽、李建復，”九０年代的服務業－資訊系統資源外包”，資訊與電腦，民國79年9月
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林董祥，”影響供應鏈夥伴關係相關因素之研究－以半導體供應鏈為例”，民國89年5月
孫思源，”由社會交換理論探討資訊系統委外合夥關係之影響因素”，中山大學資訊管理研究所博士論文計畫書，民國89年10月
陳盛輝，”資訊系統外包服務品質之實證研究”，東吳大學商學院企業管理系，民國86年
蔡馨儀，”台灣中小企業資訊系統委外關係之管理”，政治大學資訊管理研究所
碩士論文，民國88 年10月
謝忠和，”我國中小企業之委外成功因素與委外行為認知之研究”，台灣大學資
訊管理研究所碩士論文，民國87 年6月
謝清佳、吳琮璠，”資訊管理－理論與實務”，台北，智勝，民國87年
林欣磊，”資訊系統委外關鍵成功要素”，資訊與電腦，民國88年6月

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