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论文编号：	4649
作者编号：	2120102647
上传时间：	2012/12/5 18:10:41
中文题目：	信息技术外包服务企业服务质量管理研究
英文题目：	Service Quality Management Study in the IT Outsourcing Service Company
指导老师：	于斌
中文关键字：	信息技术服务外包 服务流程 质量评价 NNIT公司
英文关键字：	IT Oursourcing, Service Process, Quality Assessment, NNIT
中文摘要：	随着当前企业信息化技术的普及及信息技术的专业化程度的不断提升，越来越多的企业将信息技术服务外包到专业从事信息技术服务的公司，从而使企业能将精力集中于核心业务上，更好地利用有限的资源发展核心竞争力。虽然我国的信息技术服务外包市场起步较晚，但随着对外包概念和模式认识的日益加深，国内巨大的市场、优秀的人才和日益完善的基础设施为承接信息技术服务外包创造了极大的潜力和优势。近几年我国信息技术外包服务市场发展迅速。2007年中国的信息技术外包服务已达到270亿美元。专家预测不久的将来，中国的信息技术外包服务收入将进入世界前三名。因此，积极推动我国信息技术服务外包的飞速发展已成为当务之急。然而，目前我国的信息技术外包服务还存在许多问题和挑战，最主要是在服务质量上的差距还是比较明显的。这是多方面原因造成的，包括语言沟通障碍、流程管理手段落后、从业人员素质参差不齐、企业规模较小和知识创新能力不足等等。如何克服这次问题，以较小的投入获得相对较大的服务质量的提升，成为信息技术外包企业需要面对的首要问题。与生产型企业相比，信息技术服务企业对服务模式、服务流程、知识管理方法、服务质量评价方法以及服务人员的素质的依赖普遍很高，而信息技术服务企业的服务质量与这些因素的成熟程度密切相关。由于信息技术外包服务在我国还处于初级阶段，不完善的服务流程、缺乏知识管理以及较低的从业人员素质都成为提高信息技术外包服务质量的障碍。如何提高信息技术外包服务质量成为困扰外包服务企业的难题。当前对于提升信息技术外包服务企业的服务质量所做的研究通常集中于服务流程或知识管理等单独的领域，而忽略了将五种因素结合起来综合考虑。为此，本文通过对影响信息技术外包服务质量的五个因素的深入分析，结合中西方管理理念和框架，从外包环境、外包服务流程、知识管理、质量评价以及人员管理五个角度提出改进方法，并通过在NNIT公司的外包服务运营过程中的实践，并对服务质量改进的效果进行评价。
英文摘要：	As the information technology booming in the business market, more and more enterprise has considered IT service as their major competency in business development. However, due to the keep lifting of IT specialization, more and more IT outsourcing happened in the industries in which IT was not considered as their core strategic competency. In this way, the enterprise can focus on their core business improvement with limited available resources. Although the domestic IT service market just starts recent years, the growing demand from domestic market, the excellent man-power and the keep improving infrastructure has built a large advantage for handling IT Outsourcing business. In 2007, the China domestic IT outsourcing market has reached 27 Billion US$. The market forecast shows that China IT Service revenue will become top 3 worldwide in the near future. Thus makes it very important to improve the IT outsourcing service development in China. But we are facing many challenges in the current IT outsourcing business. One of the main challenge came from the gap exists in the current service quality. The reason that impact the service quality is from many aspects, including communication barriers, lower level of process management, quality of the people providing the service, size of the company and the incompetency in knowledge creativity. It has become the major problem facing by the IT outsourcing company in finding the right way to overcome the difficulties and largely improve the service quality with relative lower investment. Compare to the manufacture company, the IT service company became more and more dependent on the maturity of the outsourcing model, the service process, knowledge management, service quality assessment and people management factors. As we are still at the early stage of IT service outsourcing business in China, the following 5 factors has become the major barriers in the IT service quality improvement: the incomplete service process, the lack of knowledge management foundation and the relatively lower quality of the people who provide the IT service to the customers. It’s been a major difficulty for the IT outsourcing company about how to improve the IT outsourcing service quality. There are many researches which focused on service process improvement or knowledge management enhancement separately. However very few researchs has taken all 5 factors into consideration when trying to provide a service improvement methodology. Therefore, in this thesis, I’ve done a fundamental research on the 3 factors that impact the IT outsourcing service, and based on this research while take both modern western management theory and ancient Chinese philosophy, I’ve provided structured suggestions focusing on outsourcing environment, outsourcing process and knowledge management, people management. And at the end of the paper, I’ve demonstrated the results of the service quality improvement after implementing these suggestions in the practice of transferring a large scale of IT service from Denmark to China during the last 1.5 years. And the result is promising which in return verified the validation of these improvement methods.
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