Abstract
The business process outsourcing has become a very important option of business practice, As the categories and ranges of outsourcing business are getting bigger and broader, it is imperative that more studies are demanded in order to understand the key factors of affecting the success of business process outsourcing. Agency J is a company in charge of an outsourcing team for a mobile manufacturing company M in Taiwan. The study reviews two points of view of transaction cost theory and resource-based view to analyze how Agency J started to run the business to establish an outsourcing team to conduct marketing service. This case study adopted resource dependence theory to explain how Agency J was influenced by both inside the revolution of organization and outside the environmental changes. The objective of the study is to identify the key factors of influencing the outsourced marketing services based on the case study of Agency J, which could be referenced by other companies in dealing with the situations similar to what Agency J encountered. The key findings of the study are specified as follows: (1). The environment atmosphere has the way and power to affect the development of an organization; (2). The satisfaction of dealers cannot promise the sales growth; (3). The market changes too fast for an organization to re-organize the company to maintain its competency from the prior success, which could also affect the way of fulfilling the needs from the dealers; (4). The service-oversupply occurs with the pursuing the satisfaction of service after re-organization, and it increases the dependence of dealers to the resources;(5). By the dependency, it weakens dealers’ abilities in both sales and bargaining power with players of distribution channels. We draw the conclusions of this study and summarize them as follows: Managers’ symbolic position is dedicated by what they do instead of what they stand for; the company will lose its dominant position while facing the rapid change of markets. The added-value will play the key role of the determination only if the main- stream of value has been perceived. Finally, the key contributions of the study are (1). To whom may concern about the development of organization should focus on keeping the flexibility of organization to deal with the rapid change of the markets, instead of reducing the dependency of the outside/inside resources; (2). Specialized services, trouble shooting skills and service-design abilities will be the key elements of service quality enhancement to avoid the consequence of service oversupply.