طراحی الگوی کیفیت مشارکت در برون سپاری خدمات ( مورد مطالعه : شرکت گاز استان اصفهان)
محورهای موضوعی : مدیریت صنعتیreza shojaey 1 , naser khani 2 , arash shahin 3 , nader Aleebrahim 4
1 - Department of Management, Najafabad Branch, Islamic Azad University, Najafabad, Iran
2 - Department of managment, Najafabad Branch,Islamic Azad University,Najafabad,Iran.
3 - sdf
4 - Centre for Research Services, Institute of Management and Research Services (IPPP), University of Malaya (UM), Kuala Lumpur, Wilayah Persekutuan 50603, Malaysia
کلید واژه: نظریه پردازی داده بنیاد, برون سپاری خدمات, کیفیت مشارکت,
چکیده مقاله :
سازمانها به منظور رسیدن به مزایایی از جمله کاهش هزینه ها و تمرکز بر فعالیتهای اصلی خود، اجرایی برخی از خدمات خود را برون سپاری می نمایند. به رغم مزایای مهم و استراتژیک برون سپاری در بخش خدمات مشکلات فراوانی از جمله به وجود آمده است. محققین بسیاری برای حل این مشکلات تحقیقاتی از سوی سرویس گیرنده خدمات انجام داده اند. این تحقیق در پی تبیین مدل کیفیت مشارکت در برون سپاری خدمات با رویکرد داده بنیاد، از هر دو سمت قرار داد برون سپاری در شرکت گاز استان اصفهان است. ابزار جمع آوری داده‌ها، مصاحبه‌های نیمه ساختار یافته بوده و به منظور گردآوری اطلاعات با به کارگیری روش نمونه گیری هدفمند با 35 تن از مدیران و کارکنان آَشنا به مباحث برون سپاری از یکسو و از سوی دیگر با 17 نفر از پیمانکاران و نماینده های ایشان مصاحبه شد. تجزیه و تحلیل داده‌ها در سه مرحله کدگذاری باز، محوری و انتخابی انجام و مدل کیفی پژوهش استخراج شده است. مفاهیم و مقولات استخراج شده در مرحله آخر، در قالب پدیده محوری، عوامل علی، شرایط زمینه ای، شرایط مداخله، استراتژی ها و پیامد ها در فرآیند رمزگذاری محوری نمایش داده شده اند. نتیجه حاکی از استخراج بالغ بر 105 کد از مصاحبه‌ها و نیز احصای 24 مفهوم و 15 مقوله فرعی و 6 مقوله اصلی است که در قالب مدل پارادایمی ارائه شده است. براساس نتایج این تحقیق مهمترین راهبردهای عملیاتی رسیدن به کیفیت مشارکت در برون سپاری خدمات، توانمند سازی، استانداردسازی و بهبود تکنولوژی است.
Organizations outsource some of their services to achieve benefits such as reducing costs and focusing on their core activities. Despite the important strategic advantages of outsourcing in the service sector, there are many problems. Many researchers have done research focused on service receiver to solve these problems. This research seeks to explain the model of partnership quality in outsourcing services with the grounded theory approach from both sides of outsourcing contract in Isfahan Gas Company. Data were collected through semi-structured interviews. Through purposeful sampling method, 35 managers, employees and 17 contractors were interviewed for data collection. Data analysis was performed in three stages of open, axial and selective coding and the qualitative model of the research was extracted. The concepts and categories extracted in the last step are presented in the form of pivotal phenomena, causal factors, contextual conditions, intervention conditions, strategies and outcomes. The result shows the extraction of more than 105 codes of interviews as well as the identification of 24 concepts and 15 subcategories and 6 main categories presented in the paradigm model. According to the results of this study, the most important operational strategies are empowerment, standardization and technology improvement to achieve partnership quality in services outsourcing.
1-Ali, S., et al. (2017). "Success Factors for Software Outsourcing Partnership Management: An Exploratory Study Using Systematic Literature Review." IEEE Access 5: 23589-23612.
2- Ali, S. and S. U. Khan (2016). "Practices for implementation of the critical success factors in software outsourcing partnership from vendors’ perspective: A literature review." Proc. Pakistan Acad. Sci. 53(2): 145-162.
3- Banerjee, A. and S. A. Williams (2009). "International Service Outsourcing: Using offshore analytics to identify determinants of value-added outsourcing." Strategic Outsourcing: An International Journal 2(1): 68-79.
5- Chou, S.-W., et al. (2015). "Understanding commitment in business process outsourcing relationships." Information & Management 52(1): 30-43.
7- De Carvalho, V. D. H., et al. (2018). "Information technology outsourcing relationship integration: a critical success factors study based on ranking problems (P. γ) and correlation analysis." Expert Systems 35(1): e12198.
8- Donada, C. and G. Nogatchewsky (2009). "Emotions in outsourcing. An empirical study in the hotel industry." International Journal of Hospitality Management 28(3): 367-373.
9- Durach, C. F., Kurpjuweit, S., & Wagner, S. M. (2017). "The impact of additive manufacturing on supply chains." International Journal of Physical Distribution & Logistics Management.
10- Espino-Rodríguez, T. F., & Ramírez-Fierro, J. C. (2018)." Outsourcing performance in hotels: Evaluating partnership quality." Sustainability, 10(8), 2766.
12- Fjermestad, J. and J. A. Saitta (2005). "A strategic management framework for IT outsourcing: A review of the literature and the development of a success factors model." Journal of Information Technology Case and Application Research 7(3): 42-60.
13- Grover, V., et al. (1996). "The effect of service quality and partnership on the outsourcing of information systems functions." Journal of Management Information Systems 12(4): 89-116.
14- Gupta, V. and Sushil (2014). "Influence of relationship quality on is/it outsourcing success: indian vendors'perspective." Journal of Information Technology Management 25(3): 1.
15- Han, H.-S., et al. (2008). "Analyzing the impact of a firm's capability on outsourcing success: A process perspective." Information & Management 45(1): 31-42.
16- Huo, B., Fu, D., Zhao, X., & Zhu, J. (2016). "Curbing opportunism in logistics outsourcing relationships: The role of relational norms and contract." International Journal of Production Economics, 182, 293-303.
17- Kroes, J. R. and S. Ghosh (2010). "Outsourcing congruence with competitive priorities: Impact on supply chain and firm performance." Journal of operations management 28(2): 124-143.
18- Lai, Y. H. (2016, August). "The factors affecting partnership quality of hospital information systems outsourcing of PACS." In International Conference on Industrial, Engineering and Other Applications of Applied Intelligent Systems (pp. 484-492). Springer, Cham.
19- Lee, G., Shin, G. C., Hwang, D. W., Kuper, P., & Kang, M. (2018)." How manufacturers' long-term orientation toward suppliers influences outsourcing performance." Industrial Marketing Management, 74, 288-297.
20- Lee, J.-N. (2001). "The impact of knowledge sharing, organizational capability and partnership quality on IS outsourcing success." Information & Management 38(5): 323-335.
21- Lee, J.-N.and Y.-G. Kim (1999). "Effect of partnership quality on IS outsourcing success: conceptual framework and empirical validation." Journal of Management Information Systems 15(4): 29-61.
22- Li, P., & Suntrayuth, S. (2019). "Effects of Partnership Quality on Outsourcing Success From Perspectives of Service Providers: Empirical Studies on Translation Service Organization's in China. UTCC." International Journal of Business and Economics, 11(1).
23- Lok, K. L., Opoku, A., & Baldry, D. (2018). "Design of sustainable outsourcing services for facilities management: critical success factors." Sustainability, 10(7), 2292.
24- Qi, C. and P. Y. Chau (2012). "Relationship, contract and IT outsourcing success: Evidence from two descriptive case studies." Decision Support Systems 53(4): 859-869.
25- Qi, C. and P. Y. Chau (2015). "Relationship or contract? Exploring the key factor leading to IT outsourcing success in China." Information Technology & People 28(3): 466-499.
26- Espino-Rodríguez, T. F., & Ramírez-Fierro, J. C. (2018). The Relationship Between Strategic Orientation Dimensions and Hotel Outsourcing and Its Impact on Organizational Performance. An Application in a Tourism Destination. Sustainability, 10(6), 1769.
27- Rhodes, J., Lok, P., Loh, W., & Cheng, V. (2016). "Critical success factors in relationship management for services outsourcing." Service Business, 10(1), 59-86.
28- Schwarz, C. (2014). "Toward an understanding of the nature and conceptualization of outsourcing success." Information & Management 51(1): 152-164.
29- Sengupta, K., et al. (2006). "Manufacturing and service supply chain performance: a comparative analysis." Journal of Supply Chain Management 42(4): 4-15.
30- Straus, A. L. and B. Glaser (1967). The discovery of grounded theory: Strategies for qualitative research, Chicago: Aldine Publications Company.
31- Strauss, A. and J. M. Corbin (1990). Basics of qualitative research: Grounded theory procedures and techniques, Sage Publications, Inc.
32- Sukru Cetinkaya, A., et al. (2014). "Quality of relationship on information technology outsourcing for organizational success in hospitality industry." Journal of Hospitality and Tourism Technology 5(3): 229-244.
33- Young, S. (2008). "Outsourcing in public health: a case study of contract failure and its aftermath." Journal of health organization and management 22(5): 446-464.
34- Zhang, Y. and B. M. Wildemuth (2016). "Qualitative analysis of content." Applications of social research methods to questions in information and library science 318.
35- Zhang, Y., Ma, E., & Qu, H. (2018). "Transaction cost and resources based views on hotels’ outsourcing mechanism: An empirical study in China." Journal of Hospitality Marketing & Management, 27(5), 583-600.
_||_
1-Ali, S., et al. (2017). "Success Factors for Software Outsourcing Partnership Management: An Exploratory Study Using Systematic Literature Review." IEEE Access 5: 23589-23612.
2- Ali, S. and S. U. Khan (2016). "Practices for implementation of the critical success factors in software outsourcing partnership from vendors’ perspective: A literature review." Proc. Pakistan Acad. Sci. 53(2): 145-162.
3- Banerjee, A. and S. A. Williams (2009). "International Service Outsourcing: Using offshore analytics to identify determinants of value-added outsourcing." Strategic Outsourcing: An International Journal 2(1): 68-79.
5- Chou, S.-W., et al. (2015). "Understanding commitment in business process outsourcing relationships." Information & Management 52(1): 30-43.
7- De Carvalho, V. D. H., et al. (2018). "Information technology outsourcing relationship integration: a critical success factors study based on ranking problems (P. γ) and correlation analysis." Expert Systems 35(1): e12198.
8- Donada, C. and G. Nogatchewsky (2009). "Emotions in outsourcing. An empirical study in the hotel industry." International Journal of Hospitality Management 28(3): 367-373.
9- Durach, C. F., Kurpjuweit, S., & Wagner, S. M. (2017). "The impact of additive manufacturing on supply chains." International Journal of Physical Distribution & Logistics Management.
10- Espino-Rodríguez, T. F., & Ramírez-Fierro, J. C. (2018)." Outsourcing performance in hotels: Evaluating partnership quality." Sustainability, 10(8), 2766.
12- Fjermestad, J. and J. A. Saitta (2005). "A strategic management framework for IT outsourcing: A review of the literature and the development of a success factors model." Journal of Information Technology Case and Application Research 7(3): 42-60.
13- Grover, V., et al. (1996). "The effect of service quality and partnership on the outsourcing of information systems functions." Journal of Management Information Systems 12(4): 89-116.
14- Gupta, V. and Sushil (2014). "Influence of relationship quality on is/it outsourcing success: indian vendors'perspective." Journal of Information Technology Management 25(3): 1.
15- Han, H.-S., et al. (2008). "Analyzing the impact of a firm's capability on outsourcing success: A process perspective." Information & Management 45(1): 31-42.
16- Huo, B., Fu, D., Zhao, X., & Zhu, J. (2016). "Curbing opportunism in logistics outsourcing relationships: The role of relational norms and contract." International Journal of Production Economics, 182, 293-303.
17- Kroes, J. R. and S. Ghosh (2010). "Outsourcing congruence with competitive priorities: Impact on supply chain and firm performance." Journal of operations management 28(2): 124-143.
18- Lai, Y. H. (2016, August). "The factors affecting partnership quality of hospital information systems outsourcing of PACS." In International Conference on Industrial, Engineering and Other Applications of Applied Intelligent Systems (pp. 484-492). Springer, Cham.
19- Lee, G., Shin, G. C., Hwang, D. W., Kuper, P., & Kang, M. (2018)." How manufacturers' long-term orientation toward suppliers influences outsourcing performance." Industrial Marketing Management, 74, 288-297.
20- Lee, J.-N. (2001). "The impact of knowledge sharing, organizational capability and partnership quality on IS outsourcing success." Information & Management 38(5): 323-335.
21- Lee, J.-N.and Y.-G. Kim (1999). "Effect of partnership quality on IS outsourcing success: conceptual framework and empirical validation." Journal of Management Information Systems 15(4): 29-61.
22- Li, P., & Suntrayuth, S. (2019). "Effects of Partnership Quality on Outsourcing Success From Perspectives of Service Providers: Empirical Studies on Translation Service Organization's in China. UTCC." International Journal of Business and Economics, 11(1).
23- Lok, K. L., Opoku, A., & Baldry, D. (2018). "Design of sustainable outsourcing services for facilities management: critical success factors." Sustainability, 10(7), 2292.
24- Qi, C. and P. Y. Chau (2012). "Relationship, contract and IT outsourcing success: Evidence from two descriptive case studies." Decision Support Systems 53(4): 859-869.
25- Qi, C. and P. Y. Chau (2015). "Relationship or contract? Exploring the key factor leading to IT outsourcing success in China." Information Technology & People 28(3): 466-499.
26- Espino-Rodríguez, T. F., & Ramírez-Fierro, J. C. (2018). The Relationship Between Strategic Orientation Dimensions and Hotel Outsourcing and Its Impact on Organizational Performance. An Application in a Tourism Destination. Sustainability, 10(6), 1769.
27- Rhodes, J., Lok, P., Loh, W., & Cheng, V. (2016). "Critical success factors in relationship management for services outsourcing." Service Business, 10(1), 59-86.
28- Schwarz, C. (2014). "Toward an understanding of the nature and conceptualization of outsourcing success." Information & Management 51(1): 152-164.
29- Sengupta, K., et al. (2006). "Manufacturing and service supply chain performance: a comparative analysis." Journal of Supply Chain Management 42(4): 4-15.
30- Straus, A. L. and B. Glaser (1967). The discovery of grounded theory: Strategies for qualitative research, Chicago: Aldine Publications Company.
31- Strauss, A. and J. M. Corbin (1990). Basics of qualitative research: Grounded theory procedures and techniques, Sage Publications, Inc.
32- Sukru Cetinkaya, A., et al. (2014). "Quality of relationship on information technology outsourcing for organizational success in hospitality industry." Journal of Hospitality and Tourism Technology 5(3): 229-244.
33- Young, S. (2008). "Outsourcing in public health: a case study of contract failure and its aftermath." Journal of health organization and management 22(5): 446-464.
34- Zhang, Y. and B. M. Wildemuth (2016). "Qualitative analysis of content." Applications of social research methods to questions in information and library science 318.
35- Zhang, Y., Ma, E., & Qu, H. (2018). "Transaction cost and resources based views on hotels’ outsourcing mechanism: An empirical study in China." Journal of Hospitality Marketing & Management, 27(5), 583-600.