外文翻译原文--论知识服务外包专业人才的发展

外文翻译原文--论知识服务外包专业人才的发展 On Knowledge Services for Outsourcing Professional Development 1 2 Dehua Ju and Beijun Shen 1 Application Solutions Technologies Inc ASTI Shanghai 200233 China asti-gmoncom 2 Shanghai Jiaotong University Shanghai 200240 China bjshencom Abstract In this paper the authors analyze and discuss the opportunities and challenges in the development of outsourcing professionals Through systematic investigation with reference to emerging new learning models and insights the authors proposed a novel solution to migrate from traditional training to knowledge services via an ICT-based public platform The paper described the basic infrastructure of the Public Knowledge Service Platform and its main functions To assure quality knowledge services the content design is utmost importance and a BOKs-based framework is proposed to support learner-centric design and learning on demand A case study is shown to illustrate how to im- plement a rational public knowledge services platform for outsourcing Profes- sional development including a provider-oriented Outsourcing Professional Body Of Knowledge OPBOK developed in the proposed project Keywords Knowledge Service Outsourcing Professional Development Life- long Learning Professionalism Body of Knowledge BOK OPBOK On-the-Job Learning Learning On-Demand 1 Introduction Outsourcing is the mainstream in current world economy and also a hot topic in Chinas software community Based on Atkearneys Global Service Location Index GSLI 2005 2007 and 2009 India China and Malaysia remained top three attractive desti- nations for global service outsourcing Facing with the global multisourcing trend China has great opportunities to enter outsourcing market In 2006 Chinese government put forward the ambitious 1000-100-10 project [1] to develop the service outsourcing industry The state strategic policy has actuated a high growth rate in outsourcing business and also brought on a clear gap in the human resource supply-demand chain accordingly In 2009 the State Council released a new file on promoting the devel- opment of the service outsourcing industry and named 21 national service outsourcing cities aiming at a multi-tier development all of which have built their Outsourcing Training centers or Institutes For how to foster qualified outsourcing professionals there are many issues that remain to be solved First what is the qualification of outsourcing professionals The growth in outsourc- ing profession has led IAOP International Association of Outsourcing Professionals to M Nordio et al Eds SEAFOOD 2010 LNBIP 54 pp 79–86 2010 Springer-Verlag Berlin Heidelberg 2010 80 D Ju and B Shen release the Outsourcing Professional Body of Knowledge OPBOK [2] and Certified Outsourcing Professionals COP program in 2006 However we found this OPBOK was more client-oriented For Chinese side we need a provider-oriented model When talking the talent issue a conventional thinking always expects much from universities but the university graduate is just an entry workforce not solving whole HR problems in outsourcing business at all Chinese have a proverb Distant water cant quench a nearby fire To improve the competence we should also consider how to enhance skills of on-the-job employees which is a continuous education issue a very weak area in China compared with India The main bottleneck constrained our development is mainly the lack in senior and middle-level professionals Some foreign clients made a pointed remark to us We just concern about how many qualified pro- ject managers you can train rather than programmers The booming economy has stimulated a learning wave among most Chinese people for improved work and life Class teaching is the most prevailing learning model in China However high cost and resource constraints qualified teachers available time facilities etc of the traditional training class restrain its development There is a high demand to invent an open learning environment for free access with much lower cost For all these challenges and problems we need a proactive strategic solution not only rely on reactive methods How we can do that We need some Out-of-Box thinking based on some recently emerging insights and trends 2 Some Key Viewpoints Before describing the HR solution framework suggested by us it had better declare some key viewpoints underlying that in order to reach a common understanding on the design principle The following basic principles are simply adhered - It should be a lifelong learning LLL system instead of an additional university which can also provide learning support for working staff towards high-end in- terdisciplinary professionals - Promote professionalism internationalization and standardization in outsourcing professionals development for which the domain body of knowledge BOKs is recommended as a reference professional skills standard - Adopt new learning models and platforms which is learner-centric rather than teacher-centric to support on-demand knowledge acquisition and ICT-enabled for more open access 3 From Training to Knowledge Services To promote technology transfer we released a technology resource website called IT Source com in 2002 which quickly became an attractive IT website in China Many young admired it a real help After first surprise we recognized such a fact that even we published only what we have collected our work help them saving the time for doing similar thing We called it as Knowledge Service Reuse that is ones labour exempts others from repeated works This inspired us to do Knowledge On Knowledge Services for Outsourcing Professional Development 81 Services idea For technology transfer it is just enough to touch a little bit of terms and points For knowledge transfer we need a much comprehensive collection maybe based on the domain body of knowledge that will be a much greater value for learners In knowledge economy knowledge is the first resource and knowledge is power Knowledge services will be the main infrastructure and key component of knowledge economy to enhance the human capital There are many discussions and studies on the term Knowledge Service in the world literature [3] such as in the Library 20 and building Web of Knowledge Although there are some similarities our considerations will focus on how to organize a dedicated effort to build an open accessible and shared learning platform for helping professional development We noticed that Knowledge as a Service KaaS [4] has being emerged as a new interesting topic in which an on-demand bite-sized where-needed approach to knowledge acquisition is stressed on 4 Public Knowledge Service Platform Why we proposed a solution so-called Public Knowledge Service Platform Because it can give full play of IT Advantages through Internet implement dis- semination and nationwide sharing of knowledge resources and promote formulation of Communities of Practice It can realize the e-Knowledge [5] and Intelligent KM turning originally scattered and isolated information into organic knowledge then transforming it again into an open and accessible information resource By fully util- izing centralized resources and sharing the common service functions of the platform it can readily implement one-stop service and integrate cross-domains knowledge for fostering interdisciplinary talents For design of the knowledge service platform we identified five main functions so far or called as five centers they are 1 Technology Transfer Center 2 e-Learning Center 3 Knowledge Resources Center 4 Consulting Center and 5 Communities Center In the following sections we will discuss the last three centers in more details 41 Knowledge Resources Center As an authoritative knowledge source its development must have robust backup ex- pertise to cover enough wide spectrum and degree of depth in its knowledge resources To ensure high quality and keep updated contents a dedicated professional team for knowledge services is a must including qualified domain experts participation One solution suggested for that purpose is to fully apply available Body of Knowledge of related domains BOKs as a scientific guide in collecting knowledge resources The key for KaaS is having knowledge at the time of imum opportunity [4] Thus the priority in the platform development is put on what demanded most from society development – a learner-centric design Based on our own background the current focus is put on the following main domains - the SE domain urgently required by developing software industry - the IT domain urgently required by implementing state informatization strategy 82 D Ju and B Shen - the New Product Development Innovation domain urgently required by building the Innovation-Oriented country To gain a solid foundation for developing knowledge service platforms we started our RD project from systematically searching collecting studying compiling and de- veloping related BOKs In the three main domains mentioned above so far we have gathered 132 associated BOKs in total This center is very similar to the web of knowledge a centralized knowledge re- sources repository based on these BOKs Guided by the interested BOK the learner can easily access what knowledge pointsareas heshe wants to know The resources re- pository provides an one-stop services just simply via a browser Its user likes entering a specialized reading room with very rich collections and can learn anything what heshe wants We refer this function as A Learning Paradise for IT Talents A re- source collection efforts have been launched in parallel with the first things first principle A dozen of special domains have begun to take sharp already such as - SE domain Software Architecture Requirements Engineering Project Man- agement Quality Management Software Testing SWEBOK - IT domain ITSMITIL Information Security - Innovation domain New Product Development Innovation Methods Knowledge Management Besides these resources we have also developed abundant training materials in our e-Learning center for three domains mentioned above including 228 e-learning mod- ules with 60270 ppt 关于艾滋病ppt课件精益管理ppt下载地图下载ppt可编辑假如ppt教学课件下载triz基础知识ppt pages – a valuable knowledge asset for a variety of learners as an entry shortcut All these resources will help users to fulfill a self-paced learning with on-demand knowledge acquisition 42 Consulting Center – On-the Job Learning OJL In this center we are planning to provide so-called On-The-Job Learning or Con- textual Learning a more interesting and valuable learning platform – a new direction of next-generation learning environment Learn while workinglearn by doing learn for better job will be very attractive to all enterprises as it can provide performance support either Learning for Use and Use after Learning will bring about a high-motivation learning and help much deeper grasp It looks like that a teacher expert master or knowledge base always accompanying you providing online and real-time assistance The Figure 1 shows a development process of the new learning platform in which you can find the related BOK will also act an important role that ensure the knowledge collected can fully cover all key points in the domain workflow and the keywords presented in all knowledge points will help for an ontology -based search 43 Communities Center This On-the-Job Learning platform has all advantages of contextual learning systems More important is that it can promote the construction of Community of Practice CoP It is really an open system and community After wide trail by thousands users the drawbacks and problems of applied systems can be fully exposed and new solutions On Knowledge Services for Outsourcing Professional Development 83 Fig 1 The On-the-Job Learning Platform and improvements can continued Even in the case of no satisfied answer from the sys- tem the requester still can call for a SOS help via internet from other CoP members including e-mentorse-coaches as well as peer practitioners In fact the platform has accomplished three virtual links within same CoP A link to leading experts in CoP through the domain BOK development a link to worldwide experienced CoP members during collecting knowledge resources written by them and a physical link to active CoP members for peer cooperation while involving in an idea and experience exchange This platform will be a participatory web supported by web 20 technology facili- tating knowledge and experiences sharing and promoting collaborative learning and working Each member is not only a learner but also a contributor which will rec- ommend new knowledge contents and experiences as well as the feedback for system improvement The emerging new technologies and applications will dynamically ex- pand the related BOKs All these will enhance and perfect the collective knowledge repository at the end A significant feature of this kind of platforms is that the knowledge service pushes networking to its extreme points embodied in three aspects It can connect different platforms together to form a ubiquitous accessible in any time and interoperable shared application environment including wireless access through 3G It can link originally scat- tered and unorganized information into complete and organic knowledge assets and then turn them into easily accessible information and send knowledge services into everybodys hands It can tie members of CoPs together to formulate a collaborative learning working environment – co-building a learning community for societys progress 5 The Service Platform for Outsourcing Professionals As an active response to the demand on outsourcing professional development OPD in China we promptly released our knowledge services platform project for OPD based on our RD achievements under the target flag From Process Maturity to People Maturity To do so we have engaged in following efforts and made significant progress 84 D Ju and B Shen 51 Body of Knowledge Development The first task is to identify what knowledge and skills the outsourcing professionals should require ie related Body of Knowledge After doing a comprehensive survey on training models for outsourcing profes- sionals we found quite scattered solutions Even each one has its merits and specific views lack of unified framework is obvious problem In view of these problems we tried to integrate these existing models for assimilating the best of them Now we have compiled a draft of OPBOK which is provider-oriented and can be used as a starting point of our outsourcing knowledge service platform project For developing our own OPBOK we studied and referred the following main BOKs and models IAOP OPBOK[2] CMUITSqc eSCM [6] IIOM OMBOK [7] and NASSCOM NAC [8] etc The design guideline behind the OPBOK is as follows Outsourcing is technologyknowledge intensive job outsourcing is service outsourc- ing is business outsourcing is management practice outsourcing focuses on people factor outsourcing is a global activity with new challenges Based on these recogni- tions we follow the framework of CMUs eSCM model to re-organize the OPBOK into five management which avoid overlaps appeared in many existing models They are Business Management People Management Technology Knowledge Management Global Project Management and ServiceOperation Management Outsourcing is an emerging multidiscipline which needs T-sharp professionals ie having both broad and deep knowledge speaking the language of many disciplines and being deep in at least one area A good outsourcing professional knows not only software development also has management experiences can do a better service and even deep domain knowledge able to deliver innovative solutions to clients To make this happen the outsourcing knowledge resources repository should gain backup from a wide variety of related bodies of knowledge To reflect latest technology development and market demands we expand timely our BOK-base for example adding new knowledge points like agile project management APM and global project manage- ment GPM as well as necessary soft skills into original PMBOK to adapt new needs in outsourcing development Recently we also started cooperation with JUSE Union of Japanese Scientists Engineering to jointly promote their Software Quality Body of Knowledge SQuBOK just released 52 Outsourcing Knowledge Resources Repository As a rational solution we designed a quite rich Outsourcing Knowledge Resource Repository Fig2 As seen in the figure all the main components are BOK- or standard-based to ensure the integrity of knowledge contents In addition to CMMI-based SPI knowledge popular in current China we also increased new contents to meet other enterprise certification needs such as for ISO 20000 ISO 27001 ISO 15504 SPICE and eSCM etc The underway development of resources collection includes JUSEs SQuBOK and ISTQBs Certified Tester Foundation Level and Ad- vanced Level The total volume of will exceed over 30000 URLs On Knowledge Services for Outsourcing Professional Development 85 OKR OKR Outsourcing Knowledge ITSM Security SQSPI Service OPBOK ISO 20000 ISO 27001 SQuBOK SSMED OPBOK ISO 20000 ISO 27001 SQuBOK SSMED OMBOK ITSM ITIL SPIBOK USMBOK OMBOK ITSM ITIL SPIBOK USMBOK CMMIeSCM SCBOK CMMIeSCM SCBOK ISO15504 ISO15504 Fig 2 Outsourcing Knowledge Repository Besides the knowledge resources we also provided 38 optional course modules with 7523 ppt pages of training materials in the e-Learning center which pay high attention on management practices required in outsourcing business to meet varied needs of different outsourcing professional roles as shown in Table 1 Table 1 Optional Course Modules Provided Area Course Modules Business- New Trends India Model Business Model Partnerships Global Management Delivery Model BTO KPO Marketing Branding Due Diligence Pricing Negotiation SLASLM e-Marketing People Management P-CMM Knowledge Worker Code of Ethics Mentoring Capability Maturity CMMI eSCM SPICE 6 Sigma COPC-2000 SEPG PSPTSP Management- GPM Service Management OMF QA SW Testing SPC Security Practice ITSMITIL Knowledge- KM in Outsourcing Cultural Competence OPD UML Management 6 Conclusions Knowledge service is a key component and essential infrastructure of knowledge economy era Knowledge is a crucial resource in promoting modern industries and economy In this paper we analyzed the problems and challenges in current HRD and out- sourcing professional development and then proposed a novel solution for professional development suitable for SE IT Outsourcing and other possible domains The key part is to design the Public Knowledge Service Platform In addition to the system architecture the stress is put on the content design to ensure quality knowledge services for which a BOKs-based framework was proposed Not just contents the second consideration is to build a support platform for learning and applying knowledge in the 86 D Ju and B Shen context Networking or social engineering is another focus to help building knowledge enabled CoPs The platform design proposed fully embodies the 5C nature combi- nation of e-Knowledge [3] ie Content Context Community Connection and Com- puter-supported Collaboration which greatly enhance the value of knowledge services It provides an ideal open low cost ubiquitous easily accessible lifelong learning support environment for HRD urgently needed to enable personalized learning on-demand Outsourcing professionals are a group of T-sharp multidiscipline knowledge work- ers The public knowledge service platform proposed with comprehensive resources will like a stretch of fertile land with rich knowledge nourishment to speed up their growth and mature References 1 Chinese Ministry of Commerce Circular of Ministry of Commerce on Implementing the Thousand-Hundred-Ten Project 2006 httpchinasourcomcncontent2jspid 19654 2 IAOP Outsourcing Professional Body of Knowledge OPBOK 2006 httpoutsourcingprofessionalorgfirmbuilderarticles 341751196 3 Norris DM Lefrere P Mason J Making Knowledge Services Work in Higher Education EDUCAUSE Review 41 5 84–101 2006 4 cumulusIQ Knowledge as a Service KaaS Enables the Right Action Right Now httpmarkecomKnowledge_as_a_Service 5 CORDIS i-KnowS Integrated e-Knowledge Services ftpcompaeupubistdocska3eati-knowspdf 6 CMUITSqc The eSourcing Capability Model for Service Providers eSCM-SP v2 httpicommodelsescm-spindexasp 7 IIOM Outsourcing Management Body of Knowledge OMBOK 2009 httpcio-indexnetChannelsIT_Sourcing IT_Sourcing_ArticlesIT_Sourcing_View_ArticleArticleId1707 Outsourcing-Management-Body-of-Knowledge-OMBOK-1707aspx 8 NASSCOM NAC - NASSCOM Assessment of Competence httpcom