II 论文题目：BH 公司石油钻井业务外包管理研究 学科专业：工商管理 研究生：（签名）____________ 导师： （签名） ____ ____ 摘要 随着全球经济一体化，企业面临的竞争环境更加复杂多变，仅依靠自身资源在市场 竞争中取胜变得更加困难。面对这种压力通过业务外包管理进行资源优化配置，构筑核 心生产力，已经成为很多企业提升竞争力的重要途径。 论文以 BH 公司为研究案例，借鉴业务外包相关的理论与方法，结合 BH 公司实施 业务外包管理的具体情况展开研究。论文首先在介绍了 BH 公司进行实施业务外包管理 重要性，提出进行本文研究的现实意义。其次本文对 BH 公司进行业务外包管理的现状 以及具体流程进行了简介。通过调查问卷等形式寻找现有业务外包管理中存在的问题， 针对发现的问题按照业务外包实施流程划分为三个阶段：第一阶段外包商引入流程中存 在外包服务商质量问题；第二阶段业务外包实施流程中存在的现场监督管理体系缺失问 题；第三阶段业务外验收流程中存在验收环节缺失问题。最后针对 BH 公司各阶段存在 问题提出相应的解决方案：针对第一阶段存在问题建立稳定的外包服务商团队、改善外 包服务商评价体系、加强外包服务商 HSE 培训；针对第二阶段存在问题本文使用 QFD 法度量了业务外包实施流程中的考核评价要素重要性，采用 AHP 层次分析法制定新的考 核评价体系；针对第三节阶段存在的问题本文设计了新的验收流程，同时建立内部沟通 机制。本文研究一方面对提高 BH 公司业务外包管理水平具有一定指导意义，另一方面 对石油行业其他类似企业也有一定的参考意义。 关键词：石油钻井 ; 核心竞争力 ; 业务外包管理 ; 研究类型: 应用研究英文摘要 III Subject ： Research on Outsourcing Management of Oil Drilling Business of BH Company Speciality：Business management Name ：（signature）_______________ Instructor：（signature）_______________ ABSTRACT With the integration of global economy, the competitive environment faced by enterprises is more complex and changeable, and it becomes more difficult to win in the market competition only relying on their own resources. In the face of this pressure, it has become an important way for many enterprises to improve their competitiveness by optimizing the allocation of resources through outsourcing management and building core productivity. This thesis BH company as a case study, draws lessons from the relevant theories and methods of outsourcing, and combines with the specific situation of BH company's implementation of outsourcing management. Firstly, this paper introduces the importance of implementing outsourcing management in BH company, and puts forward the practical significance of this study. Secondly, this paper introduces the current situation and specific process of BH company's outsourcing management. Through questionnaires and other forms to find the existing outsourcing management problems, according to the outsourcing implementation process is divided into three stages: the first stage outsourcing service provider quality problems in the introduction process; the second stage of outsourcing implementation process in the absence of on-site supervision and management system; the third stage of outsourcing acceptance process There is a lack of acceptance link. Finally, the corresponding solutions are put forward for the problems in each stage of BH company: establish a stable outsourcing service provider team, improve the outsourcing service provider evaluation system, and strengthen the outsourcing service provider HSE training; for the problems in the second stage, this paper uses QFD method to measure the importance of assessment and evaluation elements in the implementation process of outsourcing, and adopts AHP According to the problems existing in the third stage, this paper designs a new acceptance process and establishes an internal communication mechanism. On the one hand, this study has a certain guiding significance to improve the outsourcing management level of BH company, on the other hand, it has certain reference significance for other similar enterprises in the oil industry. Keywords: Outsourcing ； Core Competitiveness；Outsourcing management； Thesie:Applied Study目录 IV 目录 第一章 绪论............................................................................................................................... 1 1.1 研究背景........................................................................................................................ 1 1.2 研究目的和意义............................................................................................................ 1 1.2.1 研究目的................................................................................................................. 1 1.2.2 研究意义................................................................................................................... 2 1.3 国内外石油钻井业务外包研究现状............................................................................ 2 1.3.1 国外石油钻井业务外包研究现状......................................................................... 2 1.3.2 国内石油钻井业务外包研究现状......................................................................... 4 1.3.3 文献综述................................................................................................................. 5 1.4 研究内容与研究方法.................................................................................................... 5 1.4.1 研究内容................................................................................................................. 5 1.4.2 研究方法................................................................................................................. 6 1.5 论文结构框架图............................................................................................................ 6 第二章 相关概念、理论及研究方法....................................................................................... 8 2.1 业务外包概念及类型.................................................................................................... 8 2.1.1 业务外包概念......................................................................................................... 8 2.1.2 业务外包类型......................................................................................................... 8 2.1.3 业务外包管理概念................................................................................................. 9 2.2 相关理论基础................................................................................................................ 9 2.2.1 核心竞争力理论..................................................................................................... 9 2.2.2 劳动分工理论....................................................................................................... 10 2.2.3 交易成本理论....................................................................................................... 11 2.2.4 价值链理论........................................................................................................... 11 2.3 相关研究方法.............................................................................................................. 12 2.3.1 AHP 层次分析法.................................................................................................... 12 2.3.2 QFD 法................................................................................................................... 14 第三章 BH 公司石油钻井业务外包管理现状分析..............................................................16 3.1 BH 公司简介.................................................................................................................16 3.2 BH 公司业务外包管理概况.........................................................................................16 3.2.1 业务外包发展历程............................................................................................... 16 3.2.2 业务外包市场概况............................................................................................... 17 3.2.3 业务外包管理部门概况....................................................................................... 18 3.3 BH 公司业务外包管理流程.........................................................................................19 3.3.1 外包服务商引入................................................................................................... 20 3.3.2 业务外包实施过程监控....................................................................................... 21 3.3.3 业务外包验收及评估........................................................................................... 22 第四章 BH 公司业务外包管理问题分析..............................................................................26 4.1 问卷调查...................................................................................................................... 26目 录 V 4.1.1 问卷设计............................................................................................................... 26 4.1.2 问卷发放与回收................................................................................................... 26 4. 1.3 问卷的信度与效度分析...................................................................................... 27 4.2 调查问卷结果统计及小组会议讨论..........................................................................27 4.2.1 调查问卷结果统计............................................................................................... 28 4.2.2 调查结果分析....................................................................................................... 28 4.2.3 调查（讨论）结果分类....................................................................................... 29 4.3 外包服务商引入环节问题分析..................................................................................30 4.3.1 外包服务商流动性大........................................................................................... 30 4.3.2 外包服务商人员素质差异大............................................................................... 32 4.3.3 外包服务商 HSE 管理欠缺...................................................................................32 4.4 业务外包管理实施环节问题分析..............................................................................32 4.4.1 外包服务商现场管理能力欠缺........................................................................... 33 4.4.2 现场缺乏有效的监控........................................................................................... 33 4.4.3 缺乏过程监控评价考核体系............................................................................... 34 4.5 外包业务验收环节问题分析......................................................................................35 第五章 BH 公司业务外包管理改进措施..............................................................................37 5.1 提高 BH 公司外包服务商管理能力............................................................................37 5.1.1 建立稳定的外包服务商团队............................................................................... 37 5.1.2 改善外包服务商评价体系................................................................................... 38 5.1.3 加强外包服务商 HSE 培训...................................................................................41 5.2 构建业务外包监控过程考核评价体系......................................................................42 5.2.1 QFD 法确定考核评价体系要素........................................................................... 42 5.2.2 AHP 层次分析法构建考核评价体系................................................................... 45 5.2.3 制定保证监控考核体系有效运行的措施........................................................... 49 5.3 建立内部验收流程及沟通机制..................................................................................49 5.3.1 建立内部验收流程............................................................................................... 50 5.3.2 建立内部沟通机制............................................................................................... 51 第六章 结论与展望............................................................................................................... 52 6.1 研究结论......................................................................................................................52 6.2 展望..............................................................................................................................52 致 谢....................................................................................................................................... 54