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绿色引擎服务外包培训系列教材·外包实践:从信息系统到业务流程外包与离岸外包

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绿色引擎服务外包培训系列教材·外包实践:从信息系统到业务流程外包与离岸外包

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《绿色引擎服务外包培训系列教材:外包实践·从信息系统到业务流程外包与离岸外包》详尽考察了信息技术的主要发展、业务流程和离岸外包问题。作者们对这一主题的研究兼具理论先进性与实践重要性,从多个维度、不同视角探索了日益兴起的外包现象。

Author Description

莱斯利·威尔科克斯(LeslieP. Willcocks),英国伦敦政治经济学院科技与全球化教授,外包研究中心主任。

玛丽·拉塞蒂(MaryC. Lacity),美国密苏里大学圣路易斯分校信息系统和国际商务教授。
Catalogue

贡献者简介
各章作者及原始文献
致谢

第一部分绪论
第1章 服务外包实践:关于柔性及控制的探索

第二部分外包的兴起及繁盛
第2章 实现外包的预期:难以置信的承诺,可以确信的成果
第3章 IT外包的合同与关系
第4章 合作性伙伴关系与IT外包:从合同责任到战略联盟?
第5章 离岸外包:目的国家太远了吗?
第6章 公有行业内的IT外包:对风险及策略的研究
第7章 IT采购:考察公共管理中的私有化选择
第8章 IT外包决策分析:规模、相互依赖及风险
第9章 IT内包:迷思与现实
第10章 IT外包中的合同、控制和“展示”

第三部分2000-2008年的研究:从信息技术外包,到业务流程外包,再到离岸外包
第11章 信息技术外包配置:定义并设计外包安排
第12章 IT外包的成功:一个评价目的和结果的框架体系
第13章 业务流程外包:企业伙伴合作模型带来的承诺
第14章 离岸外包的结果:客户角度的证据
第15章 离岸外包,战略和社会资本的作用
第16章 创建全球共享服务:路透社的采购经验
Book Abstract

《绿色引擎服务外包培训系列教材:外包实践·从信息系统到业务流程外包与离岸外包》:
联盟的早期就经历了一些问题。企业的文化很不相同,因为前BSO的员工先前是本地市场、小单元工作,而前Philips的员工则习惯于大公司、全球化市场模式运行。对于前BSO的员工而言,在新组织中需要更多的差旅和为国际化组织工作;而对于前Philips的员工而言,面临的挑战是商业意识和专业技能的不足,以及在一个新的架构下工作。合资企业对于双方的员工都意味改变原先的技能和工作方法。这些已经被证明会是漫长的过程。员工不愿意出差或被调动,也不太愿意试图转移到以客户为中心的工作方式。现存的“单元”结构是从BSO继承而来的,以近30人作为一个小的单元,在新环境中会阻碍交流以及在各单元间产生不必要的竞争。同时,组织不得不在一个竞争激烈的市场中生存,即便他们并不出名,预算很少,且没有能够承担市场责任的国家层面的职位。NV-Philips自身经历的一个更大的困难是,一直视BSO-Origin为首选供应商/合作者,尽管从1991年后Philips的需求就持续下降。NVPhilips发现很难在企业内部的与外部供应商相关的IT管理中保持专业性,这在伙伴合作关系和IT交付方面造成了一些困难。
这些是Philips-BSO-Origin联盟早期存在的问题,在1991至1994年间得到了关注和应对。在这一时期,通过将通信与信息处理职能转入拥有且能在外部市场出售其服务的全资公司,Philips进一步将IT供给从业务需求中分离出来。这么做的主要原因与硬件平台上快速发生的小型化和一般性变化有关。分离这一举措主要考虑大型机处理作业的成本,以及一个内部的全球通信和信息处理团队的稳定性和可行性。这种形式的外包也产生了一系列的新问题。在若干方面改变企业文化的需要日益明显,例如“业务”意识和纪律的缺乏,以及视Philips为理所应当的顾客的倾向。同时,还出现了发展市场与销售能力的需要。对Phil-ips自身而言IT供给与需求的分离强调了对其全球网络失去控制的担心,并提出了留在业务单元的IT人员变得日益脱离大家而显得“被隔离起来了”的问题。他们的职业生涯如何发展?有何后续计划?内部的IT专长是否变得非常碎片化(不系统不完整)?同时,有一种广泛传播的、对业务的最初的信念:外包总是会有办法能够解决Philips的IT管理问题,也就是让Philips信息处理提供的服务去解决这些问题。在1992至1994年期间,进一步出现的问题是:IT部门在外部市场上没有存在感和缺乏经验。这一问题在CandP比在BSO-Origin的案例中表现得更为极端。到1994年为止大部分工作仍保留在Philips母公司。事实上,面对竞争激烈的市场、服务供应商争相提供范围更广的服务的趋势,以及为了实现上述目标的规模需要,一个可能出现的情况就是Origin和Philips的通信和处理服务提供者之间关系的变化和更新。4.10讨论与结论为了展开讨论,有必要回顾一下Oliver提出的形成战略联盟的六点要素。从三个案例的研究中,不需要相关法律或法规要求,但是要根据高度竞争环境中业务经营的压力做出管理裁决。在这里一个主要的影响与Oliver的第四要素有关,即需要内部效率。更进一步地,所有三个案例都有的主要要素是成本控制和(成本)削减。三个案例中亦存在非对称成分,虽然不是关于所掌握的信息,而是关于合作各方的可用资源,客户公司确定为需要的、为今后进一步的运作而保留的资源,以及能够从第三方获取的资源。在完全外包的情况下实现这一目标的一个重要因素是实现稳定,从案例研究中可以看到的强大力量在努力推进客户关系朝“战略伙伴关系”的方向发展,虽然这个推动力量很可能随着时间的推移变得对供应商更有利,除非客户机构能够维持一个平衡以支撑伙伴合作关系的基础。关于这一点,有趣的是,就像我们描述的那样,所有三个案例研究都只是代表了机构组织在早期阶段的合作安排,Symons(1994)和Lacity及Hirschheim(1993)在他们的案例研究工作中注意到,长期的完全外包类型的交易往往在他们合作五年后在伙伴合作这个维度上变得糟糕。这也在20世纪90年代后期BHS-CSC的案例中有所体现。在后续的工作中,我们也发现BPX的多伙伴合约需要大量依赖内部功能,供应商之间很少分享到学习经验和最佳实践。
Willcocks和Fitzgerald(1994)的研究成果为这样的外包关系提供了详细合同和度量基础。在实践中我们看到BHS和BPExploration都是这么做的。案例中显现的另一个维度是将风险共担和回报分享固化到相互关系的基础中去。
……

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