정보시스템 아웃소싱 개발에서 지식 이전이 프로젝트 성과에 미치는 영향에 관한 연구 - IT 서비스 기업과 발주기업의 양방향 지식이전을 중심으로 - (The Effect of Knowledge Transfer on IS Outsourcing Projects: Dual-Knowledge Transfers between IT Service Providers and Customers)

서지정보

· 발행기관 : 한국경영학회
· 수록지 정보 : 경영학연구 / 40권 / 4호 / 987 ~ 1013페이지
· 저자명 : 김효신, 박상철, 김종욱

초록

본 연구의 목적은 성공적인 정보시스템 아웃소싱 성과를 도출하기 위해서는 IT 서비스 제공기업과 발주기업간의 양방향지식이전이 중요하다는 점을 밝히는 데 있다. 최근까지 주로 지식이 외부 전문가로부터 프로젝트팀이나 내부 사용자에 대한 단 방향으로 이전한다는 점에 초점을 두었다면, 본 연구는 실제 정보시스템 아웃소싱 개발 프로젝트를 수행하는 프로젝트 팀은 외부 전문가와 고객기업의 참여자의 협력적 작업으로 수행되어야 한다는 맥락에서, 상호간의 지식이 어떻게 이전되어 정보시스템 프로젝트 성과에 영향을 미치는지를 살펴보는 데 그 의의가 있다.
이를 위해 282개의 이미 종료된 IT아웃소싱 개발 프로젝트를 대상으로 고객사와 IT서비스 기업의 실무자들을 대상으로설문을 수집하였으며, PLS(partial least square) 방법을 통해 가설검증을 실시하였다. 가설 검증 결과, 제안한 총 8개의 가설 중 7개의 가설이 유의수준 0.01에서 채택되었다.
본 연구의 실증분석 결과, 정보시스템 아웃소싱 프로젝트 상에서 지식이전은 IT 서비스 기업 → 발주기업 뿐만 아니라 발주기업 → IT 서비스 기업으로도 발생되어함을 증명하였다. 결국 정보시스템 프로젝트의 경우, 단순히 IT 서비스 기업의업무능력과 IT 사용능력이 전수만이 아닌 고객기업의 프로세스를 이해해야 하기 때문에, 고객기업의 지식을 이전받아야가능할 것이다. 이를 통해 아웃소싱 상황에서 지식이전은 IT 서비스 기업은 물론 고객기업 역시 양방향으로 이루어져야함을 밝힌 것이 본 연구의 공헌점이라 할 수 있다.

영어초록

In general, information system outsourcing projects involve collaboration between IT service providers and their customers. Therefore, the success of the development is often determined by knowledge transfer between themselves. While prior studies on knowledge transfer have focused on knowledge transfer from IT service providers to customers, they have neglected the opposite direction of knowledge transfer such as knowledge transfer from customers to IT service providers.
Thus, in relation to knowledge transfer between IT service providers and customers, we have considered that dual knowledge transfer will be more influential to improve the performance of IT project rather than one-way knowledge transfer from only IT service providers/vendors which was mentioned by previous research. Therefore, in this study, we have highlighted that knowledge transfer from clients to IT vendors may be more critical to result in better performance of IT projects. The proposed research model was empirically assessed using the survey data collected from 282 IT projects and then tested by PLS Graph.
After testing our research model, we have found that there exists the dual knowledge transfer in the IS outsourcing context. It indicates that knowledge transfer from the IT service provider to the client is highly important as found in previous studies. Furthermore, our findings indicate that dual process of knowledge transfer (e.g. from IT vendors to clients and vice versa) seems equally important to improve the results of IT projects. In particular, when certain of IT project are progressed, both management and technical knowledge of IT vendors were important for clients while IT service providers have considered management knowledge as an important factor of knowledge transfer in IT projects for their success.
The findings of this study present the following contributions for research and practice.
First, the study first examined the dual-knowledge transfer mechanism in IT projects. Our findings have suggested that dual process of knowledge transfer (e.g. from IT vendors to clients and vice versa) may be important to improve the performance of IT projects. In our findings, management and technical knowledge of each project partner have influenced both partners’ knowledge transfer except the relation between clients’ technical knowledge and knowledge transfer from clients to IT vendors.
Second, to verify the impact of dual-knowledge transfer by system characteristics, we have examined the relationship between dual knowledge transfer and IT project performance by collecting system type data from clients as well as IT vendors. Our findings have suggested that knowledge transfer from clients to IT vendors has greater impacts on system implementation in the customized IT development than in the packaged IT.
Third, we have also presented trust toward project partners (IT vendors and clients) as a salient factor which affects knowledge transfer between IT vendors and clients. Trust toward IT vendors was particularly important for clients while the effect of IT vendors’ trust toward clients was not significant.
Finally, our research contributes to the practice of IT projects by describing the factors of dual-knowledge transfer between project partners who need to improve the performance of IT projects and the process by which such transfer are made. Additionally, the research contributes to bridge the gap between the current and previous studies on knowledge transfer.
This study is an empirical evidence that demonstrates the relationships between the customers and IT service providers’ knowledge transfer in IS outsourcing projects. Furthermore, In our findings, management and technical knowledge of each project partner have influenced both partners’ knowledge transfer except the relation between clients’ technical knowledge and knowledge transfer from customers to IT service providers.

참고자료

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