委外管理、風險評估與評選機制之研究

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Title:	委外管理、風險評估與評選機制之研究
Other Titles:	A study on outsourcing management, risk assessment and selection mechanism
Authors:	王惠貞;Wang, Hui-chen
Contributors:	淡江大學國際商學碩士在職專班林宜男;Lin, Yi-nan
Keywords:	委外;委外決策;委外管理;委外風險評估;委外評選機制;客戶服務中心;Outsourcing;Outsourcing Decision-Making;Outsourcing Management;Outsourcing Risk Assessment;Outsourcing Selection Mechanism;Customer Contact Center
Date:	2008
Issue Date:	2010-01-11 01:29:44 (UTC+8)
Abstract:	對於美國及其他西方經濟體的成長和成功，委外扮演著關鍵角色。委外已成為時勢的潮流，九成以上的企業均表示，委外是其整體商業策略的重要一環。人們都希望自己可以像超人一樣，把每一件事情都做到盡善盡美。但是能力再強的人，也要放對位置，才能發揮其專長做好事情。企業需要將時間及精力，投注在其最專精的核心事業上，將非核心業務釋放出來，委外給專業服務廠商，這樣才能將公司資源集中在產能最大的業務上。委外決策考量因素非常複雜，對公司有長期的影響，企業首先要了解公司的目標，找出問題之癥結所在。委外專案決策一旦開始執行，將會耗費公司重要之資源。應充份了解委外之風險，再評估是否要採行委外來解決問題。決定委外之後，以委外相關理論及成功的要素作為決策之基礎，尋找適當的服務供應商，雙方簽立契約以保障合作關係，並加強管理作業流程。當企業面臨全球風行客服委外的浪潮之際，應該繼續投資增購設備、加強員工訓練及管理，還是直接委外給專業的客服公司，以節省人力及管理？委外是否為企業降低成本最好的出路？該如何評估委外的效益及風險？會不會流失顧客資料或是降低客戶滿意度？本研究透過委外相關文獻的整理分析探討，希望讓企業對於委外的效益及風險，以及未來可能面臨的問題，能有一個全面性的瞭解。如此才能做出最合適的委外決策，評選出最優良的委外服務廠商，以達到完美的夥伴關係，享受委外潛在的報償，提高委外成功的機會。 For the United States and other western economies in the growth and success, outsourcing plays a key role. Outsourcing has become the trend of the times, over 90% of the enterprises said that the outsourcing of its overall business strategy is an important part. People want to be like Superman, just as every one else to perfection. However, the capability to strong people, we should also take the position, can play its expertise do things. Enterprises will need time and effort, betting its most expertise in the core business and non-core business will be released, to the outsourcing of professional services firms, in order to concentrate resources in the company''s largest production business. Outsourcing decision-making is a very complicated which needs to take various foctors into considerations. The companies have long-term impact, so enterprises must understand the objectives, identify the crux of the problem. Once outsourcing decision-making is implemented, will cost the company an important resource. Outsourcing should be fully aware of the risk, then assess whether outsourcing should be adopted to solve the problem. Outsourcing decisions, related to outsourcing and the key theory as a basis for decision-making, find the appropriate service provider, the two sides signed the lease in order to protect and cooperative relations, and strengthen management processes. When enterprises are facing global popularity of the wave of outsourcing customer service, should continue to invest in the purchase of equipment to strengthen staff training and management, or directly to the professional customer service outsourcing company, in order to save manpower and management? Whether outsourcing for enterprises to reduce costs the best way out? The assessment of risks and the benefits of outsourcing? Will reduce the loss of customer information or customer satisfaction? Outsourcing of this study through the collation of relevant literature on, to let enterprises for the benefits of outsourcing and risk, as well as possible future problems facing them and to have a comprehensive understanding. In order to make the most appropriate outsourcing decision-making, selected the best managed services vendors in order to achieve a perfect partnership, the potential reward for the enjoyment of outsourcing and improve the chances of success of outsourcing.
Appears in Collections:	[Graduate Institute & Department of International Business] Thesis

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