- I - 摘要 人力资源管理外包作为企业提升核心竞争力的重要管理模式在外包服务行业占 据了较大比重。越来越多的企业提高了对人力资源管理外包的关注度，并且进行了 实施。但由于信息不对称、企业对核心业务认识不足等原因，企业的外包决策不能 都达到提升企业核心竞争力的目的，达到企业预期效果。为完善企业人力资源外包 决策的科学性，需要建立一套系统的人力资源外包决策模型，提高企业的决策质 量。 通过定性与定量相结合、理论分析与实证分析相结合的方法对人力资源外包决 策进行研究。首先对国内外人力资源管理和人力资源外包的相关文献进行分析，了 解国内外学者对人力资源外包的研究现状和趋势，分析了人力资源外包相关的理 论，为决策模型的建立提供理论基础。然后以 CZ 联通公司为实证研究对象，根据 三大电信运营商的自身特点，运用德尔菲法、层次分析法、模糊综合评价法和风险 矩阵方法进行分析，建立了外包内容选择-成本收益分析-风险评估的人力资源外包 决策模型。以 CZ 联通公司为实证研究对象，运用文中建立的人力资源外包决策模 型对公司人力资源外包进行决策分析，为公司人力资源外包提供决策建议。 通过电信运营企业人力资源外包决策模型的研究，电信运营商在进行人力资源 外包时可根据三方面决策的综合结果，为企业外包提供辅助决策的建议。为企业人 力资源外包达到更好的效果，提升企业核心竞争力，减少外包决策失误带来的成本 增加提供参考。 图 12 幅；表 19 个；参 60 篇。 关键词：外包决策；人力资源管理职能；成本收益分析；风险分析 分类号：F272华北理工大学硕士学位论文 - II - Abstract HRO, as an important management mode to enhance the core competitiveness of enterprises, occupies a large proportion in outsourcing service industry. More and more enterprises have paid more attention to HRM outsourcing and implemented it. However, due to information asymmetry and insufficient understanding of core business, outsourcing decisions of enterprises can not all achieve the purpose of enhancing the core competitiveness of enterprises and achieve the expected results of enterprises. In order to improve the scientific decision-making of HRO in enterprises, it is necessary to establish a systematic decision-making model of HRO to improve the decision-making quality of enterprises. Through the combination of qualitative and quantitative analysis, theoretical analysis and empirical analysis, the decision-making of HRO is studied. Firstly, the relevant literature of HRM and HRO at home and abroad is analyzed, and the current situation and trend of HRO research by scholars at home and abroad are understood. The relevant theories of HRO are analyzed, which provides a theoretical basis for the establishment of decision-making model. Then, taking CZ Unicom as an empirical research object, according to the characteristics of the three major telecom operators, this paper uses Delphi method, analytic hierarchy process, fuzzy comprehensive evaluation method and risk matrix method to analyze, and establishes a decision-making model of HRO based on outsourcing content selection-cost-benefit analysis-risk assessment. Taking CZ Unicom as an empirical research object, this paper uses the decision-making model of HRO established in this paper to make decision analysis on HRO, and provides decision-making suggestions for HRO. Through the study of decision-making model of HRO in telecom operators, telecom operators can provide assistant decision-making suggestions for outsourcing according to the comprehensive results of three aspects of decision-making. It can provide reference for enterprises to achieve better results in HRO, enhance the core competitiveness of enterprises, and reduce the cost increase caused by outsourcing decision-making errors. Figure12; Table19; Reference60 Keywords:Outsourcing decision, Human resource management function, Cost-benefit analysis, Risk analysis Chinese books catalog: F272目 次 - III - 目 次 引 言........................................................................................................................1 第 1 章 绪论..................................................................................................................2 1.1 研究背景和研究意义......................................................................................2 1.1.1 研究背景................................................................................................2 1.1.2 研究意义................................................................................................2 1.2 国内外文献综述..............................................................................................3 1.2.1 人力资源外包职能分析........................................................................3 1.2.2 人力资源外包优势动因分析................................................................3 1.2.3 人力资源外包风险分析........................................................................4 1.2.4 人力资源外包决策模型........................................................................5 1.2.5 文献评述................................................................................................7 1.3 研究内容和研究方法......................................................................................8 1.3.1 研究内容................................................................................................8 1.3.2 技术路线图............................................................................................9 1.3.3 研究方法................................................................................................9 1.4 本文创新点....................................................................................................10 第 2 章 人力资源外包相关理论基础........................................................................11 2.1 相关概念界定................................................................................................11 2.1.1 人力资源..............................................................................................11 2.1.2 人力资源管理及职能..........................................................................11 2.1.3 人力资源管理外包..............................................................................12 2.2 理论基础........................................................................................................12 2.2.1 核心竞争力理论..................................................................................12 2.2.2 委托代理理论......................................................................................13 2.2.3 交易成本理论......................................................................................13 2.2.4 成本收益分析......................................................................................14 第 3 章 电信运营商人力资源外包分析....................................................................16 3.1 我国电信运营商经营现状............................................................................16 3.2 电信运营商人力资源存在问题....................................................................17华北理工大学硕士学位论文 - IV - 3.3 电信运营商业务外包现状............................................................................18 3.4 电信运营商人力资源外包必要性................................................................20 第 4 章 电信运营商人力资源外包决策风险指标体系建立....................................22 4.1 指标体系建立原则........................................................................................22 4.2 风险指标体系初步建立................................................................................23 4.3 风险指标体系确立........................................................................................25 4.3.1 指标确立过程......................................................................................25 4.3.2 指标的具体解释..................................................................................27 第 5 章 电信运营商人力资源外包决策模型建立....................................................29 5.1 人力资源外包决策模型的实施....................................................................29 5.1.1 建立决策模型的假设条件..................................................................29 5.1.2 决策模型的实施..................................................................................30 5.2 外包内容选择模型........................................................................................31 5.2.1 外包内容分析......................................................................................31 5.2.2 外包内容选择判别依据......................................................................33 5.2.3 层次分析法确定指标权重..................................................................34 5.2.4 模糊综合评价法判定决策..................................................................36 5.3 成本收益分析模型........................................................................................37 5.3.1 确定性成本分析..................................................................................37 5.3.2 确定性收益分析..................................................................................39 5.3.3 成本收益综合分析..............................................................................39 5.4 外包风险评估模型........................................................................................41 第 6 章 电信运营商人力资源外包决策模型实证分析............................................44 6.1 CZ 联通公司现状...........................................................................................44 6.1.1 CZ 联通公司概况.................................................................................44 6.1.2 公司人力资源外包现状......................................................................44 6.2 外包内容的选择分析....................................................................................45 6.2.1 层次分析法确定指标权重..................................................................45 6.2.2 模糊综合评价法决策外包内容排序..................................................47 6.3 成本收益分析................................................................................................49 6.3.1 显性成本收益计量..............................................................................50 6.3.2 贴现的成本收益..................................................................................50目 次 - V - 6.4 风险分析........................................................................................................52 6.5 最终决策........................................................................................................53 第 7 章 CZ 联通公司人力资源外包对策建议..........................................................54 7.1 CZ 联通公司人力资源外包存在问题...........................................................54 7.1.1 企业人力资源外包存在风险..............................................................54 7.1.2 员工待遇存在差异..............................................................................54 7.1.3 外包员工企业文化认同度低..............................................................55 7.2 相应对策建议................................................................................................56 7.2.1 强化过程监督管理..............................................................................56 7.2.2 认真选择外包服务商..........................................................................56 7.2.3 降低外包员工心理落差......................................................................57 7.2.4 强调企业文化管理的协同意识..........................................................57 结 论..........................................................................................................................58