企業持續的競爭優勢來自於有效的人力資源管理。而人力資源管理工作包含範圍極廣，小至日常的行政人事作業，大至人力資源策略規劃，工作十分多元且繁雜，透過委外不失為一種減少成本與負擔的策略。委外議題的相關研究已有相當的歷史，但是大部份的研究多以委外企業進行委外的原因、方法以及如何進行委外決策為主，以人力資源服務提供者為研究對象之論文文獻並不多，而以服務架構為主要探討標的之文獻更是少，故本研究以質化研究方法，透過文獻探討，推導可強化人力資源委外服務功能與品質的模組化服務架構；此一服務架構包括五項模組：「外部產品模組」、「外部服務模組」、「內部服務模組」、「內部產品模組」，及「控制模組」。接著，以此服務架構分析個案公司之服務問題，經過訪談與歸納，找出個案公司在PZB服務品質缺口模式中的各類缺口，並提出七項服務品質改善策略：資訊串聯、自動化回應、個別化關心、內部流程優化、行銷包裝、加強專業及資源優化。
人力資源委外服務需要與客戶內部的流程與文化密切接軌，因此，相互了解與溝通的資訊是關鍵的基礎因素，不但影響回應性的服務品質，更是規劃服務製程的重要依據。本研究依人力資源委外服務現況系統思考圖分析發現，提高溝通資訊的品質可從「進單策略」與「需求規格協調能力」二個部份著手。以長期客戶價值的策略控制進單的品質，避免因短期利潤而失去方向，同時加強服務人員的人力資源專業素養，提升與客戶協調需求規格的能力，讓人力資源委外服務提供者與客戶在平等、夥伴的關係上創造雙贏。

An effective human resource management is one of the important factors in the competitive advantage for an enterprise. However, from daily administrative operations to strategic planning, human resource management contains not only a very wide range, but also very diverse and complex. So that, outsourcing can be a strategy to reduce the cost and burden to the enterprise. There were a lot of researches on the issue of outsourcing, but most of them are focused on the outsourcing enterprises, and on the reason and the method of their outsourcing and how the outsourcing decision is made. There are rare researches from the end of the human resource services provider, especially the study of service architecture. This study uses qualitative research method, and adopts the concept of service blueprint and the principle of modularity to design the service architecture to enhance the function and quality of human resources outsourcing services; the architecture includes five modules: external product module, the external service module, the internal service module, the internal product module, and the control module. The service gap of this case company then is identified based on the service modular architecture and several interviews. And the seven quality improvement strategies are found out, including information transmission, automated response, individualized care, internal process optimization, marketing and packaging tactic, professionalism enhancement and resource optimization.
Human resource outsourcing service is closely aligned with customers' internal processes and culture; therefore, mutual understanding and communication is the key factor to the quality service. The study uses the systems thinking diagram to find out two solutions for improving the quality of understanding and communication. One is to adopt long-term customer value oriented strategy to get orders, and the other is to enhance service staffs’ capacity of requirements specification and coordination. With these strategic and systematic build up, human resource outsourcing providers and clients can have a win-win outcome under equal partnership.

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