【作者】 周玮；

【导师】 陈飞翔；

【作者基本信息】 上海交通大学 ， 工商管理， 2012， 硕士

【摘要】 知识流程服务外包(Knowledge Process Outsourcing)是服务外包行业发展至今的高端产物,也是当下发展最快的服务外包子行业之一。有别于传统的服务外包,该行业以知识密集型的高端人才为基础开展服务,其业务特性具有高附加值、专业化、复杂化等特点,致力于为客户提供有价值的信息和解决方案。但是,受经济周期和行业特性等因素影响,知识流程服务外包公司的业务需求具有很强的不确定性,在此情况下,如何合理配置与业务规模相适应的劳动资源就成了许多企业所要研究的问题。对于大部分中小型知识流程服务外包企业来说,该问题所带来的影响更为明显,且具有一定的普遍性。本文所要研究的问题就是以斯密街公司为案例,分析在需求不确定情况下劳动资源配置问题的产生、影响和相关解决方案。本文的第一章为前言,第二章介绍了服务外包行业的背景和劳动资源配置的相关理论。第三章以斯密街公司为典型案例提出了本文的核心问题。第四章分析了该问题是如何产生的以及对公司的具体影响。第五章是针对斯密街公司的劳动资源配置优化问题的解决方案。第六章为本文所得出的结论。本文通过理论与实际案例相结合的方式,列举了大量数据来分析在需求不确定情况下如何配置劳动资源的问题,希望通过对该问题的研究,能对知识流程服务外包行业提供建设性意见。更多还原

【Abstract】 Knowledge Process Outsourcing(KPO) is the high level outcome of service outsourcing industry nowadays and it becomes the fast growing sub-sector in service outsourcing. The main difference of KPO and traditional outsourcing is that KPO is based on the knowledge-intensive and high-end talent. KPO are high value-added, specialization and complex and it provides valuable information and solutions to the client. However, the business requirements of this industry are easily to be affected by many factors like economic cycle and its own feature. In this case, how to allocate the business scale and labor resources is an issue for many KPO companies. To the most of small and medium-size KPO companies, this problem looks more obvious and common. This thesis which based the case of SmithStreetSolutions would analyze this problem and its solutions when the demand is uncertain.The first part of the article is preface and the second part introduced the background of service outsourcing and the theory of labor resource allocation. The third part present the main question of this article based on the case of SmithStreetSolutions. The fourth part analyzed how this problem is emerged and its effect to the company. The fifth part proposed some possible solutions. The sixth part is the conclusion of the article.This thesis wrote by the combination of theory and practice and listed lots of data to prove the problem of how to allocate the labor resources under the circumstance of demand uncertain. I hope my research will provide some constructive ideas to KPO industry.更多还原