服务外包企业知识升级研究
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摘要
知识经济时代下,知识成为了推动社会经济发展的关键性资源,决定了组织的升级发展。因此,对于中国的服务外包企业来说,只有同时拥有了能满足客户需求的专业技术知识、管理经验,以及市场信息时,才能够在激烈的市场竞争中拥有决定性的话语权,形成竞争优势,达到企业升级的目的。
本文从知识在服务外包企业不同发展过程中的作用、服务外包企业升级的压力和所处困境的缘由出发,明确了服务外包企业知识升级的重要性和紧迫性；从历史经验和国内外学者的研究成果出发界定了服务外包企业知识升级的内涵,结合服务外包企业知识升级的特点,划分了服务外包企业知识的类型,分析了它们是如何影响服务外包企业形成竞争优势的；详细地探讨了服务外包企业知识升级的前提、过程、关键因素、实现机制,及其对企业竞争优势的影响,通过实证研究对相关的假设进行了检验。具体来说,本文的核心内容主要包括：
(1)阐述了服务外包企业知识升级的机理：明晰了服务外包企业的知识升级可以理解为为了满足发包方不断变化着的需求,接包方丰腴自有知识存量,调整知识结构,提高自有知识资源商业价值行为的过程。将服务外包企业的知识类型划分为客户知识、市场知识、技术知识以及管理知识,明确了其他三类知识的升级都是以客户知识的升级为导向；描述了服务外包企业知识升级的特点主要有任务导向性、即时性、复杂性、以及衡量指标的不确定性。基于熵的基本原理和Nonaka的SECI模型分析了服务外包企业知识升级的前提,并从服务外包企业的知识转移、知识耦合和知识突变等三个方面描述了服务外包企业知识升级的过程。
(2)分析了服务外包企业知识升级的关键因素：本文依据服务外包活动的特点,从服务外包企业知识升级的主体和对象出发,提出了服务外包企业的组织学习、发包企业的知识壁垒、双方关系以及知识属性等四个方面的关键因素;同时还分别提出了这些关键因素对服务外包企业知识升级产生显著影响的研究假设。
(3)提出了实现服务外包企业知识升级的机制可以包括知识搜寻机制、知识内化机制和知识创新机制,详细地阐述了实施各项机制对企业的竞争优势产生显著的影响。基于服务经济的相关理论,分析了服务外包企业知识升级后的竞争优势,明确了升级知识有助于降低组织的生产成本,提高市场的占有率,进而收获更多的利润。
(4)构建了服务外包企业知识升级及其关键因素、服务外包企业竞争优势之间的概念模型,以武汉地区的服务外包企业作为实证研究的对象,通过调查问卷获取基础数据,运用SPSS及LISERL软件进行分析,进而验证了相关的研究假设,得到了知识升级对服务外包企业竞争优势产生显著影响的结论。
(5)基于上述分析,明确了服务外包企业知识升级的重要性,极有助于企业核心竞争力和客户满意度的提升,本文就服务外包企业的知识升级研究得到了以下几点启示：一是服务外包企业的知识升级既有技术层面的工作任务,又有企业战略管理的任务；重视服务外包企业的知识升级既是国家、社会经济发展的任务,也是企业和员工的任务；既是战役任务,又是战略任务；既要企业自身努力提升,又要有科研机构、高等院校的大力支持；既要提升现有员工知识水平,又要在从战略高度、从长规划、从严要求培养高素质人才。因为任何企业的发展、任何新产品的开发、任何实力的竞争都是高技术、高人才的展现。因此,应将如何促进服务外包企业知识升级的课题,纳入高校的教学以及科研机构的研究。二是应重视服务外包企业的组织学习,尤其应关注员工的知识升级；三是应巩固和稳定服务外包企业与发包企业之间的关系；四是关注企业与其他相关机构主体之间的关系。
In the knowledge economy era, knowledge became the key resources to promote the socioeconomic development, which determined the development of the organizations. Therefore, only when the China's service outsourcing enterprises owned the professional and technical knowledge, management experience, and market information, which mated with the customers'demand at the same time, could they have a decisive right of discourse in the fierce competition, in order to form enterprises'competitive advantage and promote them upgrading.
This thesis discussed the importance and urgency of the service outsourcing enterprises to choice upgrading the knowledge from the roles of knowledge, the pressure and the reasons of plight in the development of the organizations. Then the paper gave definition on the service outsourcing enterprise's knowledge upgrading connotation based on the historical experiences and learning from the research results of scholars at home and abroad. Combined with the characteristics of service outsourcing enterprise knowledge upgrading, the paper divided the types of the service outsourcing enterprise knowledge, and explianed how the service outsourcing enterprise knowledge influence the organizations'competitive advantage. Discussed the premises, procedures, and the realization mechanism of the knowledge upgrading of service outsourcing enterprises, the research described how the knowledge upgrading impact on the service outsourcing enterprises to gain the competitive advantage. Finally the dissertation test and verified the relevant research hypothesis through the empirical research. The core contents of this research are as the follow.
It was elaborated the mechanism of the service outsourcing enterprises' knowledge upgrading. The paper defined the connotation of service outsourcing enterprise knowledge upgrading as the process like in order to meet the needs of the customers, the service outsourcing enterprises increased the knowledge stocks, adjust the knowledge structure, and improved knowledge resources behavior of commerical value. Then classified the knowledge as the customer knowledge, market knowledge, technological knowledge and management knowledge, and the others kinds of the knowledge upgrading focused the customer knowledge upgrading focused.Sum up its'characteristics included task oriented, real-time, complexity and measurement uncertainty. Based on the entropy theorem and the SECI model, the paper analyzed the premises of the knowledge upgrading, and decribed the process of the knowledge upgrading from the knowledge transfer, knowledge coupling and knowledge mutation in service outsourcing enterpries.
It was analyzed the key factors affecting the service outsourcing enterprise in upgrading the knowledge. The paper presented the factors of service outsourcing enterprises' organizational learning, the customer enterprises' knowledge barriers, the relationships between the two sides and the properties of knowledge based on the subject and object of the service outsourcing enterprises' knowledge to upgrade, and put forward the hypothesis of these key factors had a significant impact on the service outsourcing enterprise knowledge upgrading.
It was put forward the realization mechanism of the service outsourcing enterprises could include the knowledge searching mechanism, the knowledge assimilation mechanism and the knowledge innovation mechanism. The paper analyzed how the mechanism to influence the service outsourcing enterprises to gain the competitive advantages. Meanwhile, based on the service economy theory, this dissertation analyzed the competitve advantages while the service outsourcing enterprises to upgrading their knowledge, and cleared that knowledge upgrading could help the organization to reduce the production cost, improve the market share, and gain more profits.
It was forward a concept model of knowledge upgrading, its influencing factors and the competitive advantage of service outsourcing enterprise, and the thesis chose the service outsourcing enterprise in Wuhan as the object of empirical research, obtained the basis data through questionnaires, analyzed the data by SPSS and LISERL to test the hypothesis and discusses the results. And the research results showed that knowledge upgrading had a significant impact on the service outsourcing enterprise competitive advantage.
Based on the above analysis, the dissertation identified the importance of service outsourcing enterprise's knowledge upgrading, which has contributed to improve the enconomic efficiency and enhance the competitive advantage. And the dissertation proposed some related enlightenments for the service outsourcing enterprises' knowledge upgrading. Firstly, the service outsourcing enterprises' knowledge upgrading has to be both the task of technical level of the work and the strategic managemnt of the enterprises. Pay attention to the service outsourcing enterprises' knowledge upgrading is not only the task of the national and the socieconomic development, but also the mission of the enterprise and the staff. It is the task of campaigns and strategics. It is not only the efforts of enterprises, but also the support of the scientific research institutions and the universities. It is not only to enhance the existing staff of the level of knowledge, but also to training the higher quality talents from a long-term strategy. For the development of any enterprise, any new product, and any competiton is the expression of the high technology and high talents in the service outsourcing enterprises. Therefore, how to promote the service outsourcing enterprises' knowledge upgrading should bring into the the universities and scientific research institutions as the important contents to research. Secondly, we should pay close attention to the service outsourcing enterprises' organizational learning; especially keep a watchful eye on the employees' knowledge upgrading. Thirdly, we should consolidate and stable the relationships between the service outsourcing enterprises and the customers' enterprises. Forthly, it should be pay attention to the relationships between the service outsourcing enterprises and the other related institutions.
本文从知识在服务外包企业不同发展过程中的作用、服务外包企业升级的压力和所处困境的缘由出发,明确了服务外包企业知识升级的重要性和紧迫性；从历史经验和国内外学者的研究成果出发界定了服务外包企业知识升级的内涵,结合服务外包企业知识升级的特点,划分了服务外包企业知识的类型,分析了它们是如何影响服务外包企业形成竞争优势的；详细地探讨了服务外包企业知识升级的前提、过程、关键因素、实现机制,及其对企业竞争优势的影响,通过实证研究对相关的假设进行了检验。具体来说,本文的核心内容主要包括：
(1)阐述了服务外包企业知识升级的机理：明晰了服务外包企业的知识升级可以理解为为了满足发包方不断变化着的需求,接包方丰腴自有知识存量,调整知识结构,提高自有知识资源商业价值行为的过程。将服务外包企业的知识类型划分为客户知识、市场知识、技术知识以及管理知识,明确了其他三类知识的升级都是以客户知识的升级为导向；描述了服务外包企业知识升级的特点主要有任务导向性、即时性、复杂性、以及衡量指标的不确定性。基于熵的基本原理和Nonaka的SECI模型分析了服务外包企业知识升级的前提,并从服务外包企业的知识转移、知识耦合和知识突变等三个方面描述了服务外包企业知识升级的过程。
(2)分析了服务外包企业知识升级的关键因素：本文依据服务外包活动的特点,从服务外包企业知识升级的主体和对象出发,提出了服务外包企业的组织学习、发包企业的知识壁垒、双方关系以及知识属性等四个方面的关键因素;同时还分别提出了这些关键因素对服务外包企业知识升级产生显著影响的研究假设。
(3)提出了实现服务外包企业知识升级的机制可以包括知识搜寻机制、知识内化机制和知识创新机制,详细地阐述了实施各项机制对企业的竞争优势产生显著的影响。基于服务经济的相关理论,分析了服务外包企业知识升级后的竞争优势,明确了升级知识有助于降低组织的生产成本,提高市场的占有率,进而收获更多的利润。
(4)构建了服务外包企业知识升级及其关键因素、服务外包企业竞争优势之间的概念模型,以武汉地区的服务外包企业作为实证研究的对象,通过调查问卷获取基础数据,运用SPSS及LISERL软件进行分析,进而验证了相关的研究假设,得到了知识升级对服务外包企业竞争优势产生显著影响的结论。
(5)基于上述分析,明确了服务外包企业知识升级的重要性,极有助于企业核心竞争力和客户满意度的提升,本文就服务外包企业的知识升级研究得到了以下几点启示：一是服务外包企业的知识升级既有技术层面的工作任务,又有企业战略管理的任务；重视服务外包企业的知识升级既是国家、社会经济发展的任务,也是企业和员工的任务；既是战役任务,又是战略任务；既要企业自身努力提升,又要有科研机构、高等院校的大力支持；既要提升现有员工知识水平,又要在从战略高度、从长规划、从严要求培养高素质人才。因为任何企业的发展、任何新产品的开发、任何实力的竞争都是高技术、高人才的展现。因此,应将如何促进服务外包企业知识升级的课题,纳入高校的教学以及科研机构的研究。二是应重视服务外包企业的组织学习,尤其应关注员工的知识升级；三是应巩固和稳定服务外包企业与发包企业之间的关系；四是关注企业与其他相关机构主体之间的关系。
In the knowledge economy era, knowledge became the key resources to promote the socioeconomic development, which determined the development of the organizations. Therefore, only when the China's service outsourcing enterprises owned the professional and technical knowledge, management experience, and market information, which mated with the customers'demand at the same time, could they have a decisive right of discourse in the fierce competition, in order to form enterprises'competitive advantage and promote them upgrading.
This thesis discussed the importance and urgency of the service outsourcing enterprises to choice upgrading the knowledge from the roles of knowledge, the pressure and the reasons of plight in the development of the organizations. Then the paper gave definition on the service outsourcing enterprise's knowledge upgrading connotation based on the historical experiences and learning from the research results of scholars at home and abroad. Combined with the characteristics of service outsourcing enterprise knowledge upgrading, the paper divided the types of the service outsourcing enterprise knowledge, and explianed how the service outsourcing enterprise knowledge influence the organizations'competitive advantage. Discussed the premises, procedures, and the realization mechanism of the knowledge upgrading of service outsourcing enterprises, the research described how the knowledge upgrading impact on the service outsourcing enterprises to gain the competitive advantage. Finally the dissertation test and verified the relevant research hypothesis through the empirical research. The core contents of this research are as the follow.
It was elaborated the mechanism of the service outsourcing enterprises' knowledge upgrading. The paper defined the connotation of service outsourcing enterprise knowledge upgrading as the process like in order to meet the needs of the customers, the service outsourcing enterprises increased the knowledge stocks, adjust the knowledge structure, and improved knowledge resources behavior of commerical value. Then classified the knowledge as the customer knowledge, market knowledge, technological knowledge and management knowledge, and the others kinds of the knowledge upgrading focused the customer knowledge upgrading focused.Sum up its'characteristics included task oriented, real-time, complexity and measurement uncertainty. Based on the entropy theorem and the SECI model, the paper analyzed the premises of the knowledge upgrading, and decribed the process of the knowledge upgrading from the knowledge transfer, knowledge coupling and knowledge mutation in service outsourcing enterpries.
It was analyzed the key factors affecting the service outsourcing enterprise in upgrading the knowledge. The paper presented the factors of service outsourcing enterprises' organizational learning, the customer enterprises' knowledge barriers, the relationships between the two sides and the properties of knowledge based on the subject and object of the service outsourcing enterprises' knowledge to upgrade, and put forward the hypothesis of these key factors had a significant impact on the service outsourcing enterprise knowledge upgrading.
It was put forward the realization mechanism of the service outsourcing enterprises could include the knowledge searching mechanism, the knowledge assimilation mechanism and the knowledge innovation mechanism. The paper analyzed how the mechanism to influence the service outsourcing enterprises to gain the competitive advantages. Meanwhile, based on the service economy theory, this dissertation analyzed the competitve advantages while the service outsourcing enterprises to upgrading their knowledge, and cleared that knowledge upgrading could help the organization to reduce the production cost, improve the market share, and gain more profits.
It was forward a concept model of knowledge upgrading, its influencing factors and the competitive advantage of service outsourcing enterprise, and the thesis chose the service outsourcing enterprise in Wuhan as the object of empirical research, obtained the basis data through questionnaires, analyzed the data by SPSS and LISERL to test the hypothesis and discusses the results. And the research results showed that knowledge upgrading had a significant impact on the service outsourcing enterprise competitive advantage.
Based on the above analysis, the dissertation identified the importance of service outsourcing enterprise's knowledge upgrading, which has contributed to improve the enconomic efficiency and enhance the competitive advantage. And the dissertation proposed some related enlightenments for the service outsourcing enterprises' knowledge upgrading. Firstly, the service outsourcing enterprises' knowledge upgrading has to be both the task of technical level of the work and the strategic managemnt of the enterprises. Pay attention to the service outsourcing enterprises' knowledge upgrading is not only the task of the national and the socieconomic development, but also the mission of the enterprise and the staff. It is the task of campaigns and strategics. It is not only the efforts of enterprises, but also the support of the scientific research institutions and the universities. It is not only to enhance the existing staff of the level of knowledge, but also to training the higher quality talents from a long-term strategy. For the development of any enterprise, any new product, and any competiton is the expression of the high technology and high talents in the service outsourcing enterprises. Therefore, how to promote the service outsourcing enterprises' knowledge upgrading should bring into the the universities and scientific research institutions as the important contents to research. Secondly, we should pay close attention to the service outsourcing enterprises' organizational learning; especially keep a watchful eye on the employees' knowledge upgrading. Thirdly, we should consolidate and stable the relationships between the service outsourcing enterprises and the customers' enterprises. Forthly, it should be pay attention to the relationships between the service outsourcing enterprises and the other related institutions.
引文
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