طراحی الگوی کیفیت مشارکت در برون سپاری خدمات ( مورد مطالعه : شرکت گاز استان اصفهان)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 گروه مدیریت، واحد نجف آباد، دانشگاه آزاد اسلامی، نجف آباد، ایران

2 گروه مدیریت،واحد نجف آباد،دانشگاه آزاداسلامی ،نجف آباد،ایران.

3 گروه مدیریت، دانشکده علوم اداری و اقتصاد، دانشگاه اصفهان

4 دانشکاه مالزی

چکیده

سازمانها به منظور رسیدن به مزایایی از جمله کاهش هزینه ها و تمرکز بر فعالیتهای اصلی خود، اجرایی برخی از خدمات خود را برون سپاری می نمایند. به رغم مزایای مهم و استراتژیک برون سپاری در بخش خدمات مشکلات فراوانی از جمله به وجود آمده است. محققین بسیاری برای حل این مشکلات تحقیقاتی از سوی سرویس گیرنده خدمات انجام داده اند. این تحقیق در پی تبیین مدل کیفیت مشارکت در برون سپاری خدمات با رویکرد داده بنیاد، از هر دو سمت قرار داد برون سپاری در شرکت گاز استان اصفهان است. ابزار جمع آوری داده‌ها، مصاحبه‌های نیمه ساختار یافته بوده و به منظور گردآوری اطلاعات با به کارگیری روش نمونه گیری هدفمند با 35 تن از مدیران و کارکنان آَشنا به مباحث برون سپاری از یکسو و از سوی دیگر با 17 نفر از پیمانکاران و نماینده های ایشان مصاحبه شد. تجزیه و تحلیل داده‌ها در سه مرحله کدگذاری باز، محوری و انتخابی انجام و مدل کیفی پژوهش استخراج شده است. مفاهیم و مقولات استخراج شده در مرحله آخر، در قالب پدیده محوری، عوامل علی، شرایط زمینه ای، شرایط مداخله، استراتژی ها و پیامد ها در فرآیند رمزگذاری محوری نمایش داده شده اند. نتیجه حاکی از استخراج بالغ بر 105 کد از مصاحبه‌ها و نیز احصای‌ 24 مفهوم و 15 مقوله فرعی و 6 مقوله اصلی است که در قالب مدل پارادایمی ارائه شده است. براساس نتایج این تحقیق مهمترین راهبردهای عملیاتی رسیدن به کیفیت مشارکت در برون سپاری خدمات، توانمند سازی، استانداردسازی و بهبود تکنولوژی است.

کلیدواژه‌ها


عنوان مقاله [English]

Designig The Conceptual Model Of Partnership Quality In Services Outsourcing (Case Study: Isfahan Gas Company)

نویسندگان [English]

  • reza shojaey 1
  • naser khani 2
  • arash shahin 3
  • nader Aleebrahim 4
1 Department of Management, Najafabad Branch, Islamic Azad University, Najafabad, Iran
2 Department of managment, Najafabad Branch,Islamic Azad University,Najafabad,Iran.
3 sdf
4 Centre for Research Services, Institute of Management and Research Services (IPPP), University of Malaya (UM), Kuala Lumpur, Wilayah Persekutuan 50603, Malaysia
چکیده [English]

Organizations outsource some of their services to achieve benefits such as reducing costs and focusing on their core activities. Despite the important strategic advantages of outsourcing in the service sector, there are many problems. Many researchers have done research focused on service receiver to solve these problems. This research seeks to explain the model of partnership quality in outsourcing services with the grounded theory approach from both sides of outsourcing contract in Isfahan Gas Company. Data were collected through semi-structured interviews. Through purposeful sampling method, 35 managers, employees and 17 contractors were interviewed for data collection. Data analysis was performed in three stages of open, axial and selective coding and the qualitative model of the research was extracted. The concepts and categories extracted in the last step are presented in the form of pivotal phenomena, causal factors, contextual conditions, intervention conditions, strategies and outcomes. The result shows the extraction of more than 105 codes of interviews as well as the identification of 24 concepts and 15 subcategories and 6 main categories presented in the paradigm model. According to the results of this study, the most important operational strategies are empowerment, standardization and technology improvement to achieve partnership quality in services outsourcing.

کلیدواژه‌ها [English]

  • Services Outsourcing
  • Partnership Quality
  • Grounded Theory
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