분사형 인사아웃소싱의 동향과 과제
Trend of Large Company-affiliated HR Outsourcing and Barriers to Future Growth
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본 연구는 국내 인사아웃소싱 산업의 발전단계를 해외 인사아웃소싱 동향과 비교하고 인사아웃소싱 산업의 발달에 필요한 요인들을 추론하였다. 연구방법은 문헌연구와 사례분석을 통해 귀납적으로 인사아웃소싱 분사의 성장요인과 환경적 제약요인을 도출하였다. 국내 인사아웃소싱의 발달단계는 미국이나 유럽에 비해 아직 초기단계에 머물러 있고, 다른 아웃소싱 분야에 비해 비교적 최근에 도입된 아웃소싱 서비스에 속한다. 국내 인사아웃소싱은 공급사와 고객사 간에 아웃소싱 계약의 불명확성이 높은 단계에 있으며 주로 비용과 관련된 갈등이 큰 것으로 나타났다. 이는 고객사가 아웃소싱을 단순히 업무대행의 개념으로 이해하기 때문에 발생하는 것이다. 국내 인사아웃소싱은 아직 하청이나 컨설팅, 단순업무대행 등의 개념과 혼동되는 경우가 많다. 그러나 아웃소싱 산업이 발전하게 되면 아웃소싱 원래의 목적인 업무효율을 높이고 프로세스를 개선하는 데 집중될 것이다. 인사아웃소싱산업의 발달 초기에는 비용이슈가 중요하게 작용하여 거래비용이론(transaction cost theory)의 설명력이 높으나, 성장단계로 들어가면 자원근거이론(resource based theory)의 설명력이 높아진다. 본 연구는 국내외 인사아웃소싱 동향을 문헌적으로 고찰하고, E사라는 대기업 분사형 아웃소싱 공급사의 사례를 통해 국내 인사아웃소싱 업체의 성장요인과 환경적 제약요인을 살펴보았다. 인사아웃소싱의 성장에 중요한 요소는 고객사와 아웃소싱 공급사간의 신뢰, 프로세스의 표준화, 서비스품질 지수의 개발, 도입목적의 명확화 등이 있었으며 제약요인으로는 서비스 전문화의 미흡, 서비스 인력의 역량개발, 아웃소싱 자체에 대한 고객사의 이해 부족, 계약범위의 모호성 등이 있었다.
Abstract
This study compares developmental stages of domestic HR outsourcing with foreign country’s ones, thereby suggesting grwoth factors and barriers on HR outsourcing industry. The research method of this study is based on both literature reviews and case analysis. The findings are concerned with growth factors as well as barriers of a HR outsourcing company affiliated to a Korean large company. The developmental stage of Korean HR outsourcing industry is currently at a premature stage, far less delvelped than U.S. and European outsourcing industry. In particular, key barriers of HR outsourcing to domestic companies are uncertainty of outsourcing contract and conflict on outsourcing costs between contractors. Korean large companies still regard outsourcing service as contracting-out or employee leasing. HR outsourcing service must aim at process-improvement rather than cost-saving as outsourcing service is more professionalized. However, in Koran companies cost saving is one of top reasons for HR outsourcing. Korean HR outsourcing can be explained well from a perspective of transaction cost theory because cost factor plays a key role. In contrast, U.S. and European companies tend to put more emphasis on process improvement than cost savings, which is explained well from a perspective of resource based theory. This study investigated a HR oursourcing company that was affiliated with a large company. The finding from case analysis is twofolds. One is that trust between contractors, process standardization, measurement of HR service quality, shared views of HR outsourcing are key growth factors. The other is that lacks in service expertise, low competency of HR outsourcing staffs, and unspecificity of outsourcing contracts are all barriers to HR outsourcing service.
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