IT서비스 유형에 따른 업체 선정요인의 우선순위 분석 = An Analysis of Priority on the Selection Factors of Companies by IT Service Types

다국어 초록 (Multilingual Abstract)

Information Technology(IT) plays a pivotal role in building corporate competitiveness and ensuring business performance, and can help attract investment. Global economic uncertainty, however, as well as recession spotted in between, compel companies to lower their IT spending and seek alternatives while trying not to compromise quality. This has led to the fast-paced growth of IT Outsourcing(ITO), or the assignment of a business function or process including IT that supports it to an external party. In this sense, professional expertise and domain knowledge are highly valued as companies recognize the importance of choosing a most optimal outsourcing provider. This, in turn, fuels cutthroat competition among IT service providers to land projects given the pressure for cost savings the providers face.
Factors affecting choice of service providers were pinpointed via theoretical consideration using a multi-criteria decision-making(MCDM) method, as well as in-depth interviews with IT service professionals. This led to the development of a model for the Analytic Hierarchy Process(AHP), consisting of 5 criteria and 17 sub-criteria. Furthermore, IT service professionals with 10 or more years of experience were interviewed in person to perform an empirical analysis using the data collected.
Based on the empirical analysis, this study deduced weighted values pertaining to the identified factors. One key finding was the relative importance of factors differed by segregated group depending on the IT service type. Another discovery was that factors with higher priority were applied in a strategic and discriminative manner depending on situational characteristics.

국문 초록 (Abstract)

현재 기업들은 정보기술(Information Technology: IT)을 기업 경쟁력의 핵심적인 역할을 부여하여 활용하고 있으며, 이에 대한 관심의 증가와 함께 기업들의 투자는 증대되어왔다. 그러나 전 세계적으로 계속된 경기침체로 인하여 각 기업들은 IT서비스에 대한 비용을 절감하고 품질을 향상시키기 위한 방안을 마련하기 위해 고심하고 있으며, IT서비스를 외부업체에 수행을 위탁하는 ITO(IT Outsourcing)도 지속적으로 증가하였다. 따라서 각 기업들은 IT서비스의 성과를 기대할 수 있는 최적의 업체를 선정하는 것에 대한 중요성을 부여하고 있으며, IT서비스업체들의 입장에서도 프로젝트의 수주가 기업 생존의 중요한 요소로 인식되면서 업체 간 경쟁은 나날이 심화되어 가는 상황이 지속되고 있다. 이에 본 연구는 다기준 의사결정기법(Multi-criteria Decision Making Method)을 이용한 업체 선정에 관한 이론적 고찰과 IT서비스 전문가들과의 심층면접을 통해 IT서비스업체 선정에 영향을 미치는 요인들을 식별하였으며, 5개 주기준과 17개 하부기준으로 구성된 AHP 분석 모형을 개발하였다. 또한, 10년이상의 경험을 가진 IT서비스 전문가들을 대상으로 면담조사를 실시한 후, 수집된 자료를 실증적으로 분석하였다. 실증 분석의 결과로서 요인들의 가중치가 산출되었고, IT서비스 유형에 따라 구분된 그룹별로 요인의 상대적 중요도에 차이가 존재한다는 것을 밝혀냈으며, 높은 중요도를 가진 업체 선정요인들은 상황적 특성에 따라 전략적이고 차별적으로 적용하고 있다는 것을 확인하였다.

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