The Performance of Implementing Lync Unified Communications System : A Study of Company A

• Main Authors: Wang,Yung-Chih, 王勇智
• Other Authors: Wu,Mei-Ying
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/qet3n7

碩士 === 中華大學 === 資訊管理學系碩士班 === 101 === The rapid and increasing development of the Internet has facilitated intense exchange of information, making the Internet an important channel for interpersonal communications. With the advent of globalization, business executives have gradually realized that the cost of communications between employees at different factories is high and increasing. For business executives, it is important that their employees can work at anytime and anywhere and their upstream and downstream firms can have instant communications. Hence, effective communication channels are one of the important costs for firms. In recent years, many businesses have implemented unified communications systems to promote work efficiency of employees, reduce travel and communications costs, and further improve their competitive advantage. This study used an optoelectronic company in Hsinchu Science Park as an example to investigate the benefits of implementing Lync unified communications system and employee satisfaction with the system. The qualitative case research approach was adopted, and a questionnaire was used to obtain data for quantitative analysis. Based on the Technology-Organization-Environment (TOE) theory proposed by Tornatzky and Fleischer (1990), this study explored the key benefits of Lync unified communications system. This study also interviewed employees involved in the implementation of Lync unified communications system in this case company. Five participants were interviewed, including the manager and vice manager of the information department and three employees involved in the implementation projects. The questionnaire survey was administered to users of Lync unified communications system in this company. Their performance with the system was evaluated using balanced scorecards introduced by Kaplan and Norton (1992). Results showed the benefits of implementing Lync unified communications system for Company A were substantial, both qualitatively and quantitatively. For instance, it increased efficiency of communications between employees, facilitated closer interactions with upstream/downstream clients and suppliers, and saved the cost of videoconferencing facilities, telecommunication, and business travels. Besides, employee benefits with Lync unified communications systems was high, suggesting Lync unified communications systems has become an indispensable communication tool in their workplace.