iii 摘要 随着全球经济一体化的深入和“互联网+”概念的不断加深，IT 外包产业近年 来发展突飞猛进。在世界范围内大多数的大型 IT 企业都已开始组建生态链，并开 始探寻与外包供应商的合作之路。外包战略提出至今已经受到越来越多的关注，许 多企业也已经将信息技术外包作为企业极为重要的战略之一。IT 业务外包对于企 业有很多益处：例如可以降低企业人力成本、通过外包吸收外部能量使得自身的环境应对能 力和反应能力得到提升。在这样的市场环境中，IT 外包业务的精细管理、规模发展、 定制产品、标准流程已经成为发展进步的核心。在整个供应链中，供应商的选择是 其起源，它占据着举足轻重的地位。在IT 行业中，供应商选择失误而造成企业 IT 项目虎头蛇尾的案例不胜枚举。同样，在CM 公司 IT 业务日渐兴盛的进程中，其 业务流程反映出的问题也日益严重，对供应商的要求也日益严苛。 因此，本文的主要研究内容为通过分析梳理 IT 外包业务对于供应商选择的众 多评价指标，利用专家调查法确认了 IT 外包供应商选择的主要评价指标体系，运 用 AHP 法与 FA 因子分析法分别确定各指标主观权重与客观权重，然后基于归纳 法算出综合权重，将专家调查法确定的指标体系与各指标权重相结合构建出选择 评价指标模型。为了确保评价的科学合理性，基于灰色系统理论建立评价模型。最 后以 CM 公司的三家供应商为例，对评价模型加以应用，以此来科学合理的选择 最优供应商。 本文的研究具有以下两点现实意义：首先，通过分析 CM 公司的 IT 外包供应 商选择流程，以优化供应商的选择工作为视角，运用 IT 外包以及供应商选择相关 的理论和知识进行研究，总结存在于公司 IT 外包业务中存在的主要问题，并对问 题产生的原因进行分析。基于问题定位提出应对策略：即构建了一套符合 CM 公 司 IT 外包的供应商选择评价体系，使其更加适应业务部门需求，对于提高公司 IT 项目质量有重大意义。 其次，由于 CM 公司是由传统通信业务向信息技术业务转型中的企业，本文 结合供应商选择理论基础以及选择评价方法、灰色系统理论，对其 IT 外包供应商 选择模块如何优化进行研究并提出了合理解决方案，这对于相似想转型的企业或 者在传统业务中新组建 IT 服务业务模块的企业在外包供应商选择评价体系的构建 方面具有很大借鉴意义。 关键词：供应商选择；供应商评价指标；IT外包服务；灰色系统理论 北京交通大学硕士专业学位论文 ABSTRACT iv ABSTRACT With the deepening of global economic integration and the concept of "Internet plus", the IT outsourcing industry has developed by leaps and bounds in recent years. In the world, most large IT enterprises have begun to set up ecological chains and started to explore the way of cooperation with outsourcing suppliers. Outsourcing strategy has attracted more and more attention, and many enterprises have taken information technology outsourcing as one of the most important strategies. IT outsourcing has many benefits for enterprises. Such a strategy not only reduces costs and improves core competitiveness, but also can help enterprises improve their adaptability and responsiveness to various environmental changes with the help of external forces. In such a market environment, IT outsourcing business fine management, scale development, customized products, standard process has become the core of development and progress. In the whole supply chain, the supplier selection is its origin, it occupies a pivotal position. In the IT industry, there are numerous cases where supplier selection errors lead to the failure of enterprise IT projects. Similarly, in the process of CM's booming IT business, its business processes reflect increasingly serious problems and increasingly stringent requirements on suppliers. Therefore, in this paper, the main research contents of the comb through the analysis of IT outsourcing business for vendor selection of evaluation index, using the method of expert investigation confirmed that the main evaluation index system, IT outsourcing vendor selection using AHP method and FA factor analysis respectively to determine the subjective weights and objective weights are various, and then calculating the comprehensive weights based on the induction and the expert investigation method to determine the index system and the index weight of combining construct evaluation index model. In order to ensure the scientific rationality of the evaluation, the evaluation model is established based on the grey system theory. Finally, three suppliers of CM company are taken as examples to apply the evaluation model to select the optimal supplier scientifically and rationally. There are two realistic significance to the research of this paper: first, through the analysis of the IT outsourcing vendor selection process of CM company, working as the supplier of choice, to optimize the use of IT outsourcing, and studies the theory and knowledge of supplier selection, summed up in the main problems existing in the IT 北京交通大学硕士专业学位论文 ABSTRACT v outsourcing business, and analyzes the causes of the problem. Based on the problem location, countermeasures were proposed: namely, a set of supplier selection and evaluation system was built that was in line with CM company's IT outsourcing, so that IT could better meet the needs of business departments, which was of great significance to improve the quality of the company's IT projects. Second, since the CM company is in transition from traditional communication service to information technology business enterprise, this paper supplier selection theory and choose evaluation method, grey system theory, the study how to optimize IT outsourcing vendor selection module and puts forward the reasonable solution, for the similar transformation of the enterprise or in a traditional business formed new IT service business module of the construction of the enterprises in the outsourcing supplier selection evaluation system has great significance. Key words: supplier selection; Supplier evaluation index; IT outsourcing services; Grey system theory 北京交通大学硕士专业学位论文 目录 vi 目录 摘要 ......................................................................................................................... iii ABSTRACT .............................................................................................................. iv 目录 ........................................................................................................................... vi 1 引言 .................................................................................................................. 1 选题背景与研究内容 .................................................................................. 1 1.1.1 选题背景 .............................................................................................. 1 1.1.2 研究内容 .............................................................................................. 2 研究思路与应用价值 .................................................................................. 2 1.2.1 研究思路 .............................................................................................. 2 1.2.2 应用价值 .............................................................................................. 3 研究方法与论文框架 .................................................................................. 4 1.3.1 研究方法 .............................................................................................. 4 1.3.2 论文框架 .............................................................................................. 4 2 文献综述与理论基础 ...................................................................................... 6 文献综述 ...................................................................................................... 6 2.1.1 对信息技术外包的相关研究 .............................................................. 6 2.1.2 对供应商选择评价的相关研究 .......................................................... 7 2.1.3 对供应商评价方法的相关研究 .......................................................... 8 2.1.4 概括性评论 .......................................................................................... 8 概念界定与理论基础 .................................................................................. 9 2.2.1 IT外包基本概念 .............................................................................