隨著資訊科技的快速發展與全球性的高度競爭，現今不論是政府機關或民營企業皆期望運用資訊科技，推動業務電腦化作業，以改變業務處理方法與工作流程，進而提升效率，強化服務品質，為組織創造競爭優勢。然而各項資訊系統之開發工作亦愈趨複雜，各組織為了降低成本、提升競爭力，再加上政府推動的資訊業務整體委外之政策，資訊業務委外發展已逐漸形成一種新時代的趨勢。

現今企業走向專業分工，許多專案工作的完成，更必須仰賴眾人力量。但許多文獻指出，資訊系統開發過程中許多困難和失敗的例子，原因乃在於「人」的問題、溝通協調問題，而非只是技術問題，而隨著軟體專案愈來愈大型化，溝通協調工作也變得愈來愈困難。在系統開發過程中，資訊服務供應商與委外組織雙方成員間若能遵循相關的規範或標準，以任務之達成為導向，並透過溝通協調的方式，彼此交換意見，重視人際關係之和諧，可提升解決問題的能力，而雙方的互動密切，將有助於開發績效的提昇，也有助於工作者在工作滿意度或促進工作生活品質的改善。

本研究採用個案研究法，以資訊系統開發委外案例，觀察「人員扮演的角色與人格特質」、「信任」、「溝通」與「衝突」四個構成互動要素之構面，藉以了解資訊服務供應商與其委外組織雙方在專案執行過程中的具體互動，以及專案進行過程中，雙方參與人員所產生之互動問題，並進一步尋求改善方案，改善互動關係品質，提升雙方合作績效。

本研究發現，欲擔任資訊服務供應商與委外組織之聯繫窗口，應同時具備任務導向與關係導向角色的特質，但個人導向角色對溝通互動卻不見得有正面幫助；而個人特質呈現親和性較高者，在溝通過程中也較不易產生衝突，且企業文化也是養成員工人格特質的要素之一；另外，雙方的人員扮演之角色與人格特質對雙方的信任基礎也會有所影響，而信任關係與溝通互動也有相輔相成的作用；而有了良好的互動與溝通協調，便能妥善管理衝突，將互動過程中產生的衝突導向正面結果，進而達到高滿意度的合作關係，對未來關係的持續性，也能持以樂觀的態度。

With the rapid development of information technology and highly global competition, both government and enterprises expected to change their business and work processes to promote the efficiency, strengthen the service quality and gain competitive advantages for their organizations by applying information technoliogy (IT) and computerized operations. However, the developments of information systems are becoming more and more complicated. Therefore, IT outsourcing has become a brand new trend as organizations hope to reduce the cost and further enhance their competitive advantages.

Enterprises focus on specialization of their business today; their successful projects depend on all of the involved staffs. Many researches indicated that the failure of information system development project results from not only communication and coordination problems of the people but also technical problems. As the software projects are becoming larger-scaled, communication and coordination of people are more difficult than before. If the outsourcing service providers and acquirers follow the relevant specifications and standards to achieve tasks, exchange views through communication and coordination and focus on interpersonal harmony during the system development, the problem-solving ability can be enhanced. Additionally, the close interaction between both sides will help improve the performance of system development and promote the satisfaction or the quality of life and work.

The method of case study was used in this research to explore the interactions and the problems between service provider and acquirer in an IT outsourcing project by observing the four interaction elements: role and personality of personnel, trust, communication and conflict. Furthermore, the resolution of improving the quality of interaction and promoting the performance eas also discussed in this research.

This study found that the contact person between the outsourcing service providers and acquirers should have task-oriented and relationship-oriented role characteristic, but shouldn’t have self-oriented one. The staff’s personality was influenced by the enterprise culture, and the communication run smoothly if the contact person’s personality is kind. In addition, the role and personality of a person affected trust between both sides. The degree of trust could influence the communication, and vice versa. If the both sides have good communication and coordination, the conflicts would be solved. Accordingly, the outsourcing service providers and acquirers had higher satisfaction for each other, and continued the partnerships.

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