Abstract
Relationship management in IT Outsourcing (ITO) is today an important concern in many organizations. In the review of research literature regarding relationship management in IT outsourcing we have found a lot research on best practices but not on key factors. Therefore our research goal has looked to find the key factors in managing IT outsourcing relationships that are including the best practices in ITO relationships. The results of this research has due to a list of six key factors that includes the best practices that were elicited from the IT outsourcing relationships research and which were applied in the case of three organizations in Sweden. The analysis of the results has shown both deviations as well as compliances between the theory and practices, but also deviations between the views of these key factors in the studied organizations.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Loh, L., Venkrataman, N.: Diffusion of Information Technology Outsourcing: Influence Sources and the Kodak Effect. Information System Research 3(4), 334–358 (1992)
Kishore, R., Rao, H.R., Nam, K., Srinivasan, R., Chaudhury, A.: A Relationship Perspective on IT Outsourcing: A longitudinal study at four companies provides valuable insights about the evolution of IT outsourcing relationships. Communication of the ACM 46(12), 87–92 (2003)
Dewett, T., Jones, G.R.: The Role of Information Technology in The Organization: a Review, Model and Assesment. Journal of Management 27(3), 313–346 (2001)
Lacity, M., Hirschheim, R.: Information System Outsourcing: Myths, Metaphors, and Realities. John Wiley & Sons, Chichester (1993)
Rao, H.R., Nam, K., Chaudhury, A.: Management of information systems outsourcing: A bidding persepective. J. MIS 12(2), 131–159 (1995)
Williamson, O.E.: The Economic Institutions of Capitalism. The Free Press, New York (1985)
Gottschalk, P., Solli-Sæther, H.: Managing Successfull IT Outsourcing Relationship. IRM Press, London (2006)
Coase, R.H.: The Nature of the Firm. Economica 4(16), 386–405 (1937)
Whitten, D., Wakefield, R.L.: Measuring Switching Costs in IT Outsourcing Services. Journal of Strategic Information Systems 15(3), 219–248 (2006)
Kern, T., Willcocks, L.: Exploring Information Technology Outsourcing Relationships: Theory and Practice. Journal of Strategic Information Systems 9, 321–350 (2000)
Alborz, S., Seddon, P.B., Scheepers, R.: A Model for Studying IT Outsourcing Relationships. In: Proceedings of 7th Pacific Asia Conference on Information Systems, Adelaide, Australia, July 10-11, pp. 1297–1313 (2003)
Hodosi, G., Rusu, L.: Information Technology Outsourcing: A Case Study of Best Practices In Two Swedish Global Companies. In: Proceedings of the Mediterranean Conference in Information Systems, Hammamet, Tunisia, October 23-26 (2008)
Lee, J.-N., Miranda, S.M., Kim, Y.-M.: IT Outsourcing Strategies: Universalistic, Contingency, and Configurational Explanations of Success. Information Systems Research 15(2), 110–131 (2004)
Jiang-ping, W., Yong-hua, Z., Qing-jing, L.: Empirical Study on IT Outsourcing Partnership with Relational Exchange Theory. In: Proceedings of 15th International Conference on Management Science & Engineering, Long Beach, USA, September 10-12, pp. 378–384 (2008)
Wilcocks, L.: The Next Step for the CIO: Moving IT-enabled Services Outsourcing to the Strategic Agenda. Strategic Outsourcing: An International Journal 3(1), 62–66 (2010)
PriceWaterhouseCoopers: The Partnership Bridge: Building Successful IT Outsourcing Relationship, PriceWaterhouseCoopers 2007, http://www.pwc.co.uk/pdf/building_successful_it_outsourcing_relationships.pdf (retrived from February 17, 2011)
Gellings, C.: Outsourcing Relationships: The Contract as IT Governance Tool. In: Proceedings of the 40th Annual Hawaii International Conference of System Sciences, Hawaii, USA, January 3-6 (2007)
Goo, J.: Structure of Service Level Agreements (SLA) in IT Outsourcing: The Construct and its Measurement. Information Systems Frontiers 12(2), 185–205 (2010)
Sargent Jr, A.: Outsourcing Relationship Literature: An Examination and Implications for Future Research, Claremont, USA, April 13-15, pp. 280–287. ACM (2006)
Lennerholt, C.: Achieving Trust in IT Outsourcing Relationships, Master Dissertation in Computer Science, School of Humanities and Informatics, Högskolan Skövde (2006)
Lee, J.-N., Huynh, M.Q., Kwok, R.C.-W., Pi, S.-M.: IT Outsourcing Evolution Past, Present and Future. Communications of the ACM 46(5), 84–89 (2003)
Mehta, N., Mehta, A.: It Takes Two to Tango: How Relational Investements Improve IT Outsourcing Partnerships. Communications of the ACM 53(2), 160–164 (2010)
Perrin, B.: IT Outsourcing Relationship Management and Performance Measurement System Effectiveness. In: Proceedings of 16th Australasian Conference on Information Systems, Sydney, Australia, November 29-December 2 (2005)
Oza, N.V., Hall, T., Rainer, A., Grey, S.: Trust in Software Outsourcing Relationships: An Empirical Investigation of Indian Software Companies. Information and Software Technology 48, 345–354 (2006)
Cullen, S., Willcocks, L.: Intelligent IT Outsourcing. Butterworth-Heinemann, Oxford (2003)
Chorafas, D.N.: Outsourcing, Insourcing and IT for Enterprise Management. Palgrave Macmillan, New York (2003)
Lee, A.S.: A Scientific Methodology for MIS Case Studies. MIS Quarterly, 33–50 (March 1989)
European Commission, The New SME Definition, User Guide and Model Declaration (2010), http://ec.europa.eu/enterprise/policies/sme/files/sme_definition/sme_user_guide_en.pdf (accessed on February 22, 2010)
Earl, M.J.: The Risk of Outsourcing IT. Sloan Management Review, 26–32 (Spring 1996)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2013 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Nugroho, H., Afghani, G.A., Hodosi, G., Rusu, L. (2013). Key Factors in Managing IT Outsourcing Relationships. In: Lytras, M.D., Ruan, D., Tennyson, R.D., Ordonez De Pablos, P., GarcÃa Peñalvo, F.J., Rusu, L. (eds) Information Systems, E-learning, and Knowledge Management Research. WSKS 2011. Communications in Computer and Information Science, vol 278. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-35879-1_7
Download citation
DOI: https://doi.org/10.1007/978-3-642-35879-1_7
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-35878-4
Online ISBN: 978-3-642-35879-1
eBook Packages: Computer ScienceComputer Science (R0)