This study is to help businesses make strategic decision of selecting IT outsourcing by providing charging methodology framework and process innovation mechanism. A case study of an airline client may help grasp the feasibility of putting proposed charging methodology and process innovation into place in case businesses in same industry wish to adopt the proposed framework and mechanism.
Meanwhile, IT outsourcing has been a trendy buzzword for the past several years among clients and service providers, whilst it has not seemingly provided substantial benefits as expected by clients and promised by service providers. So, clients are now seeking a selective or modularized outsourcing so that they may obtain drastic performance improvements in short-run. This is why service providers are required to gear up with flexibility in service process and standardization in pricing methodology. Having gathered client’s service requests for 21 months, we listed up all the problems and issues either raised by clients or service providers, then categorized them by meta-variable. Hence, we could locate root cause of all the problems in providing outsourcing services to clients. By adopting identification methodology of critical process, we were able to identify critical process, that is service request handling process which consists of quotation process and internal approval process.
In order to minimize cycle time of those two processes, we have worked out standard price table for quotation process and electronic processing system for internal approval process. In case we apply this process innovation into incumbent processes, we expect significant improvement in cycle time by minimizing cycle time in half. While we apply this process innovation, it should be in mind that end-to-end process is required to be designed as capable in delivering value to customers.
To extend this process innovation into other clients in same industry and other global operating companies, we have generalized this process innovation. Unit pricing is one of value proposition for customers who considers IT outsourcing, yet have no reference data in assuming outsourcing cost. Unit price table is, therefore, expected to provide those customers value in helping them design cost plan in IT operation. Another proposition for service providers is modularization by service and business processes. That is to better meet the needs of businesses in various industries which is seeking optimal IT outsourcing service.
최근 기업들은 경쟁력 강화의 수단으로 IT 아웃소싱을 적극적으로 고려하고 있다. 그러나, 실제 프로젝트 수행과정에서 가격과 범주등에 대한 이견들로 인해 기대했던 만큼의 성과를 고객과 서비스 제공업체 모두 거두지 못하고 있는 실정이다. 따라서, 본 논문은 기업들로 하여금 IT 아웃소싱 을 고려하는 기업들에게 가격 산정에 대한 기준을 서비스를 제공하는 업체에게는 프로세스 개선에 대한 제안을 하고자 한다. 이를 위해 국내 항공사 고객대상의 아웃소싱 프로젝트 사례연구를 통해 발견된 문제점들을 분류하고 이를 통해 문제의 인과관계 추출을 통해 근본원인과 가장 관련이 있는 프로세스를 핵심 프로세스로 선정하였다. 선정된 프로세스에 대해서는 크게, 가격 제안에 대한 방안과 프로세스 개선에 대한 방안의 두 가지 관점에서 연구를 진행하였고, 가격에 대해서는 표준 가격표를, 프로세스 개선은 싸이클타임 단축을 위한 방안을 제시하였다. 또한, 향후에 IT 아웃소싱을 고려하는 기업들로 하여금 기준을 삼을 수 있도록 하기 위해, 위의 사례 연구를 통해 제안된 방안들에 대하여 일반화를 통해 타 산업군 고객들이 참고할 수 있도록 가격 및 프로세스에 대한 일반화를 시도하였다. 가격은 Unit pricing 을, 프로세스는 서비스 모듈화를 제안하였다.
