摘要
针对于知识流程外包(KPO)的决策过程和运作特点,通过借用合同理论的分析框架和广义纳什讨价还价模型,从服务质量的角度讨论了企业进行KPO的动机、契约安排、最优外包比例和外包质量情况。结论指出,KPO能够显著提升知识流程业务的服务质量,尤其当企业自身业务质量能力有限时,KPO更是提供了一种转移内部质量压力和提高知识业务绩效的方法。同时显示,通过更大比例的外包,实现外部服务商的优质资源的充分利用,能够更好地增加企业知识业务质量。而对于KPO的决策,尽管其对业务质量帮助显著,企业仍然需要考虑其他的影响因素,尤其是两种组织安排的交易成本以及相对于服务提供商的议价能力。
As to the decision process and operation characteristics of Knowledge Process Outsourcing（KPO）,the research,from the perspective of service quality,investigates the motivation of KPO,the contracting of KPO,the optimal scale to outsource and quality improvement via KPO with the framework of contract analysis and General Nash bargaining model.The conclusions show KPO can significantly enhance the quality of knowledge process;particularly when firms have limited quality potential for the service,KPO provides an effective means to transfer quality pressure of generating knowledge internally and to promote the overall knowledge performance.It also suggests that firms can outsource larger scale of knowledge process to leverage better resources of the suppliers.As to the KPO decision,although it facilitates the increase of process quality,firms are suggested to consider other determinants,especially the transaction costs of both arrangements and their bargaining power.
出处
《工业工程与管理》
CSSCI
北大核心
2015年第3期1-7,共7页
Industrial Engineering and Management
基金
国家自然科学基金重大项目(71390330)
国家自然科学基金面上项目(71371151)
教育部人文社会科学研究规划基金资助项目(13YJA630078)
关键词
知识流程外包
服务质量
合同理论
纳什谈判
协同服务
knowledge process outsourcing
service quality
contract theory
Nash bargaining
collaborated service
