With the advancement of China’s industrial construction, the field of engineering management has also attracted more attention. However, China’s engineering management major is currently in a growing stage due to the issue of the opening years, and the teaching and practice setting of each course is also in an immature stage, which makes China’s engineering management majors present more and more problems. The truancy rate has been increasing year by year, the students’ dominant position in the class has become objectified, and their trust in teachers has decreased. Students’ learning shows the characteristics of individualization and diversity. Higher requirements are put forward for teachers’ teaching quality, and schools lack an effective supervision mechanism. In order to solve these problems better, it is imperative to reform and innovate the course teaching of engineering management majors. The core of engineering education accreditation is to confirm that engineering graduates meet established quality standards recognized by the industry. It is a unique method to test whether the course teaching of engineering management majors is qualified and attracts many scholars to discuss it. Engineering education accreditation has attracted many scholars to discuss it because it is a unique means to test the qualifications of engineering management students’ course teaching. This study was based on an in-depth exploration of the teaching practice of engineering management courses and combines artificial intelligence with an engineering education certification. Through the research and analysis of colleges and universities, the research finally showed that the engineering management professional course teaching of engineering education certification under the background of artificial intelligence can promote the attendance of students in school by about 20%. The achievement of course teaching objectives has increased by about 13% and the comprehensive ability level of graduates has increased by about 8%. It improved the overall level of students and the teaching quality and efficiency of engineering management courses and also promoted the development of college education so that today’s engineering management graduates can better meet the needs of today’s society.
This paper carries out a research into success factors in information system outsourcing projects, based on customer life cycle management theory derived from customer relationship management. In this paper, the author firstly categorizes success factors into four periods in customer life cycle; then uses content analysis to select 52 cases from academic database, build up an analytical framework and code these cases; and finally does Chi-Square testing along with descriptive statistics to reach the conclusion as follows: (1)Find out customers' needs and provide customized service. Out of 52 cases involved in this research, 37 (71.2%) cases mention this factor. The reason why customers' needs and customized service are so important can be well explained by customer life cycle management theory. In the perspective of customers, through cross-buying and increased-buying, customers gradually gain experience in this outsourcing industry and begin to compare between current supplier and other potential suppliers, which means customers are no longer satisfied with current service level and want added value. (2) Be communicative. 35 (67.3%) cases of the 52 sample cases describes great outcomes from well communication situations between customers and suppliers during information systems outsourcing projects. Being communicative not only allows suppliers to know what customers want quickly but also lower operation cost and avoid all kinds of possible lost resulted from communication failures. Keywords customer life cycle management, information systems outsourcing, success factor, content analysis 基于客户生命周期管理的信息系统外包成功影响因素研究 吕寅音 浙江大学管理学院,杭州 310058 摘 要 本论文基于客户关系管理理论中的客户生命周期管理理论探讨了信息系统外包项目成功的影响因素。本文利用客户生命周 期理论的四个阶段,将影响因素分类,之后利用内容分析法,从期刊数据库中搜索、筛选出了 52 个样本案例,使用预先指定的分 析框架和编码规则对源材料进行统计分析,并用 SPSS 进行 Chi-Square 检验结合频数统计和百分比分析得出最终影响因素。本文 结论有,从客户生命周期角度来看,对信息系统外包项目成功有显著影响的因素主要有以下两点: (1)调研客户需求提供个性化服 务。 (2)持续沟通。 关键词 客户生命周期管理,信息系统外包,成功因素,内容分析法 1 引言 1.1 研究背景和意义 外包(Outsourcing),是指企业综合利用其外部的最优秀的 专业化资源,从而达到降低成本、提高效率、充分发挥其自 身核心竞争力和有效增强其对外界环境应变能力的一种管理 模式。 信息技术外包(Information Technology Outsourcing),根据 AMT Group 的定义,就是客户将全部或者部分 IT 工作包给 专业性公司完成的服务模式。IT 外包主要包括 IT 系统外包, 即信息系统外包(Information System Outsourcing),和业务流 程外包(Business Process Outsourcing)两大类[1]。 其中 IT 系统 外包根据被委托的系统的不同层次, 可以分为 IT 基础构架外 包(IT Infrastructure Outsourcing)和应用系统外包(Application System Outsourcing)。 1.2 研究目的和内容 信息产业部软件与集成电路促进中心(CSIP)《2008 年中 国软件与信息服务外包企业发展调研报告》对中国软件与信 息服务外包企业发展给出了三方面的建议: 1. 对企业发展综合能力的建议。 2. 对产品生产及交付能力发展建议。 3. 对客户服务及拓展能力发展建议。 本研究的目的主要是针对 CSIP 报告提出的第三方面建 议,基于供应商视角,以客户生命周期管理理论为框架和基 础,寻找到影响信息系统外包成功的影响因素,并进一步研 究这些因素对信息系统外包成功的影响情况。 本研究的内容主要包括两方面: 在客户生命周期管理理论的框架下,将信息系统外包的 成功因素归入考察期,形成期,稳定期和退化期四个阶段, 根据客户生命周期模式描述提出的特征变量提取出每个阶段 影响信息系统外包成功的因素,从而搭建起本研究的理论框 架。 使用内容分析法,来验证理论框架中的因素对信息系统 外包成功的影响情况。再通过 SPSS 等统计软件的使用,找 The 1st International Conference on Information Science and Engineering (ICISE2009) 978-0-7695-3887-7/09/$26.00
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