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1
2 (1) 703 GDP (2) 77
3 (3) 78
4 (4) 29 79
5 (1) IT FAX 80
6 (2) (3) 81
7 (4) IT 3. (1) (2) 19 82
8 CSI 83
9 IT (3) 84
10 (4) IT IT PR winwin IT CSR 85
11 IT 86
12 (1) (2)
13 1998(10) 2001(13) 2006(18) 2000(12) ( ) (3) 2007 EU KLEMS Database 2007 EU KLEMS Database % % % EU KLEMS Database2007 (4)
14 2 2. (1) (2) DVD IT 2 89
15 DVD , Vista 5,000 3 Windows IT IT IT IT IT IT IT IT IT IT IT TFP 90
16 (3) IT IT IT
17 IT IT 5/23 NTT 5/27 ANA 3/18 PASMO Windows Update 8/16 SkypeIP 6/10 5/22 JR 5/12 toto 10/1 10/12 5/23 NTT 5/27 ANA 3/18 PASMO Windows Update 8/16 SkypeIP 6/10 5/22 JR 5/12 toto 10/1 10/12 ITpro (4) 92
18 3. (1) IT IT (2) 16 IPA SEC 93
19 : SEC SEC IT IT IT IT IPA IT 94
20 IT IT IT 5 IT 6 IT IT IT IT 21 IT 7 IT IT 11 IT IT IT IT IT IT IT IT IT IT IT IT 60 6 IT IT ITSS2002 ETSS 2005 UISS
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22 SaaS A B ASP/SaaS ASP/SaaS Internet IT IT IT IT IT IT IT IT IT OSS 9 10 OSS IT TRM: Technical Reference Model OSS TRM
23 (3) LLP (4) IT
24 IT IT IT 99
25 (1) 100
26 (2) ,
27 (3) (4)
28 2. (1) (2) ) (3) 103
29 20081) 20081) (4) 3. (1) (2) 104
30 MBD ECU PMMA SUS 3/7 3/7 3/7 3/7 3/11 3/11 3/14 3/14 3/14 3/17 3/17 3/17 3/17 3/19 3/21 3/21 3/21 3/21 3/21 3/24 3/24 3/24 3/28 3/28 3/28 3/29 MBD ECU PMMA SUS 3/7 3/7 3/7 3/7 3/11 3/11 3/14 3/14 3/14 3/17 3/17 3/17 3/17 3/19 3/21 3/21 3/21 3/21 3/21 3/24 3/24 3/24 3/28 3/28 3/28 3/
31 8 DVD DVD DVD 2006 ARAMARK Innovation Center National Academy of Science Hillary for President Service Science Initiative NSF 62 NSF Service Enterprise Engineering: SEE underlying structure MBA MBA MBA NSF, Service Enterprise Engineering. (3) (4) 106
32 MEM 20081) MEM 20081) 107
33 (1) MS MS MS ISO9001 ISO14001 MS MS MS MS MS MS MS MS MS MS ISO9001 ISO14001 JAB JAB JAB JAB 108
34 MS (2) ISO ISO MS ISO9001 ISO MS 1,000 MS ISO14001 ISO14001 ISO14001 ISO14001 MS 18 ISO ISO ,100 ISO ,
35 ISO9001 ISO14001 JAB ISO ISO9001 ISO , , , , , , , , , , , ,833 ( JAB ISO 1,000 ) ISO Survey
36 MS JISC JAB MS JAB ISO ISO JAB ISO JAB JAB MS 111
37 (3) MS MS MS (4) (4) MS MS MS MS MS MS IAFMS 18 MS MS MS MS MS MS MS MS MS 112
38 MS MS ( / ) 113
39 ISO9001 ISO14001 N=601 ISO9001 ISO14001 N= 491 MS ( / ) 114
40 2. (1) MS MS MS (2) MS (3) MS MS MS 115
41 (4) 3. (1) MS (2) MS WG WG (3) (3) MS 116
42 MS ISO14001 ISO14001 (4) 117
43 (1) 118
44 (2) %
45
46 (3) ROAROE ROAROE 121
47 ROA() 122
48 ROE() (4)
49 2. Engineering, P: Procurement, C: Construction ) (2) (3) EPC (1) EPC (E: 124
50 IT 3. (1) 8 (4) O&M IT 125
51 IT EPC IT (2) EPA ECAExport Credit Agency: PPPPublic Private Partnership PM 4 (3) ()
52 (4) IT
53 (1) (2) ,
54 6,
55 , ,
56 2. (1) (2) 131
57 (3) (4) 132
58 (1) (2) (3) 133
59 (4) 134
60 (1)
61 (2) % ,
62 50% 137
63 19 4, (3) ROA ROE 138
64 ROA ROA ROE 10 ROE ROA ROE 14.6%ROA 3.0% ROE 139
65 /4 2006/ ROE ROA 2007 (4) 140
66 2. (1) (2) (3) 4, (1) 141
67 (2) 142
68 EPA (3) 143
69 4,
70 145
71 (1) (2) 1.8 1,7 3, , , , M&A
72 to
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76 22,720 7,178 2,126 1,263 3, ,
77 48~H18) 55~H18) 12 22, (a) (b) (c)
78 (d) (e) 5,
79 PFIPrivate Finance Initiative , , PFI :Private Finance Initiative= (
80 (2) PIO-NET Pionet ZWEI IR 155
81
82 (3) () ( 2004 ( 14 )
83 QB , , ()
84 3. (1) 20 ADR ADR NPO /7~2/ /1~8/ /1~ /1~3 159
85 CSI 21 CSI CSI CSI
86 (2) ) 161
87 (3)
88 (4) 163
89 (5) ,000 PR ( 20 1 ) 164
90 (6)
91 (7)
92 (1) (BPO) BPO BPO BPO BPO (2) BPO IT (11.5%)2010 5,000 4,000 2,970 3,000 2,490 2,000 1, , % % % ITOBPO XMG ht tp:// BPO 8.8% CRM BPO BPO BPO , % IT (ITO) BPO % 167
93 5.0% IDC Japan IT IT BPO IT 168
94 The Global Outsourcing 100(IAOP) The Global Outsourcing IAOP IAOP The International Association of Outsourcing Professionals ITOBPO The 2007 Global Outsourcing IBM Size&Growth 2 Capgemini Customer Testimonials 3 Hewlett-Packard Executive Leadership 4 Sodexho Alliance No.of Locations/Centers 5 Accenture Balanced Performance 6 Wipro Technologies Balanced Performance 7 Infosys Customer Testimonials 8 Genpact Executive Leadership 9 Tech Mahindra Employee Management 10 Cambridge Executive Leadership 11 Mastek Methodology/Innovation 12 CGI Group No.of Locations/Centers 13 Xchanging Size&Growth 14 EDS Methodology/Innovation 15 HCL Technologies Methodology/Innovation 16 ARAMARK No.of Locations/Centers 17 ACS No.of Locations/Centers 18 Teletech Balanced Performance 19 Colliers International Global Presence 20 Cognizant Size&Growth 21 Unisys Balanced Performance 22 EMCOR No.of Locations/Centers 23 ClientLogic No.of Locations/Centers 24 LASON Balanced Performance 25 Neusoft Employee Management IAOP 169
95 (3) 46% BPO 54% 60% 20%BPO 202 1,729 6,916 BPO BPO (30%) 170
96 (23%) 202 1,729 6, % BPO 47% 171
97 BPO (32%) (5%) (51%) (11%) IT (8%) 172
98 BPO BPO (33%) ( 21%) (11%) (10%) BPO BPO 90% BPO 20% BPO 23.0% 14.2% 37.4% 49.3% BPO 173
99 BPO BPO 54.9% IT 44.0% 39.6% 35.2% BPO 39.2% BPO BPO BPO 174
100 BPO BPO 175
101 BPO BPO 10% BPO BPO BPO BPO BPO 176
102 2. (1) 20 2 BPO( ) 20 5 (2) (BPO) BPO BPO BPO BPO BPO (3) BPO BPO BPO BPO BPO BPO BPO 177
103 (4) BPO BPO BPO BPO BPO BPO BPO BPO 3. (1) BPO BPO BPO (2) 2. (2) BPO BPO BPO BPO BPO SLA 178
104 (3) (4) BPO BPO 179
105 (1) 180
106 (2) 13 6, ,200 10% ,985 1, , (3) 181
107 (4) 2. (1) (2) 182
108 (3) 183
109 (4) = 3. (1) (2) 184
110 (3) (4) 185
111 = 186
112 (1) % 50 (2)
113 188
114 (3) % %
115 EU KLEMS Database, March 2007 (4)
116 2. (1) 191
117 (2) (3)
118 IT IT 3. (1) 193
119 IT (2)
120 () IT () 195
121 (1) IT ROA 196
122 S&P (2)
123 2 M&A 10 THOMSON FINANCIALThe Economist Intelligence UnIT Country Finance
124 (%) % 10.0% HP 199
125 (3) 100% 95.7% ROA (4) 2. (1) (2) 200
126 World Federation Exchange IMD IMD World Competitiveness Yearbook (3) ABL ; Asset Based Lending 1 AMERICAN FINANCE ASSOCIATION Journal of Finance ABL CFA Commercial Finance Association) 201
127 (4) (%) MUFG J.P. UBS CSFB HSBC BNP S&P 3. (1) 202
128 ) 12 EPA (2 19 AIM EPA 203
129 (3) M&A (4) 204
130 CO 205
131 206
132
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