A CAPABILITY MATURITY MODEL OF INFORMATION TECHNOLOGY OUTSOURCING RELATIONSHIPS: A VENDOR PERSPECTIVE

Information technology outsourcing relationships between clients and suppliers are generally embedded into formal contracts. The empirical literature on contracting usually assumes that contractual completeness is difficult to achieve due to the transaction costs of describing—or of even foreseeing—the possible states of nature in advance. Little research has been done on the on-going set of processes during the life of the client/supplier relationship in the post phase of the contract where unforeseen contingencies and events emerge. Hence, a process improvement framework for studying IT outsourcing relationships is needed to provide more detailed metrics for assessing and managing the maturity level of IT outsourcing relationships. The purpose of this paper is to develop and validate an evolutionary process improvement model to manage relationships between clients and suppliers in the context of information technology outsourcing. We call this model the Capability Maturity Model of Information Technology Outsourcing Relationships (CMMITOR). The model presents the key elements of maturity in IT outsourcing relationships from an ad hoc stage, immature relationship management processes to highly mature and disciplined ones. The preliminary results show that the process-view of IT relationships is suited for this purpose. Key process areas were identified and refined through a card sorting procedure. The validation of the resultant model is underway through a field study of ten IT outsourcing relationships. Implications for research and practice are discussed

Research Agenda for Studying Open Source II: View Through the Lens of Referent Discipline Theories

In a companion paper [Niederman et al., 2006] we presented a multi-level research agenda for studying information systems using open source software. This paper examines open source in terms of MIS and referent discipline theories that are the base needed for rigorous study of the research agenda

Value co-creation characteristics and creativity-oriented customer citizenship behavior

For the competitive advantage of service organization, it is important to improve the creative performance of human resources in the organization. For example, when employees perform creatively, in other words, if they generate novel and useful ideas, it will contribute to organizational competiveness. Therefore, there has been an increased focus in identifying its antecedents and consequences. Unfortunately, little is known about the creative performance of customers. According to service-centered dominant logic, customer is the value co-creator, it emphasizes co-opting customer involvement in the value creation process as an additional human resource. In addition, customers can be a valuable resource for service improvement efforts for firms. For instance, companies might benefit greatly from customer feedback and complaints regarding their offerings and can enhance their productivity in terms of quality and quantity. In this paper, the type of novel, creative-oriented customer behaviors highlighted in the preceding paragraph are referred to as creativity-oriented customer citizenship behaviors (CCBs). In the customer value co-creation context, creative-oriented CCBs refer to extra-role efforts by customers with regards the development of ideas about products, practices, services, and procedures that are novel and potentially useful to a firm. According to the intrinsic motivation perspective, the context in which customers create values, influences their intrinsic motivation, which in turn affects creativity-oriented CCBs. The intrinsic motivation perspective suggests that high intrinsic motivation is affected by information from both task characteristics (i.e., autonomy) and social characteristics (e.g., supplier support). Specifically, complex and challenging task characteristics such as high levels of variety, identity, significance, autonomy, and feedback are expected to increase customer intrinsic motivation. Under these conditions, customers should increase the likelihood of creativity-oriented CCBs. Therefore, customers are expected to be most creative when they experience a high level of intrinsic motivation. In contrast, complex and challenging task and social characteristics can have the opposite effect to customers. For example, in a high level of variety task, increased autonomy can lead to increased workload because they must take on related extra responsibilities and accountability. Increased workload, in turn, is expected to lead to decreased likelihood of creativity-oriented CCBs. Therefore, this study attempts to explore the impact of task characteristics and social characteristics on creativity-oriented CCBs. Furthermore, a substantial body of research has examined the possibility that creativity is affected by personal characteristics. As such, in addition to the relevant task and social characteristics, the moderating influence of several trait variables is also considered. This article makes several contributions. First, this study investigates the trade-off effect of the customer value co-creation related task and social characteristics by examining the underlying opposing mechanism of motivation and work overload. Second, this research provides a deeper understanding of contingency factors that systematically strengthen the relationships under consideration. Third, this study may indicate that companies seek to promote the creativity of their industrial customers and should design the tasks and social characteristics of their industrial customers in a way that maximizes their creativity. But, companies should be aware of the negative impact of specific tasks and social characteristics that may minimize the creativity of industrial customers

Next steps in implementing Kaput's research programme

We explore some key constructs and research themes initiated by Jim Kaput, and attempt to illuminate them further with reference to our own research. These 'design principles' focus on the evolution of digital representations since the early nineties, and we attempt to take forward our collective understanding of the cognitive and cultural affordances they offer. There are two main organising ideas for the paper. The first centres around Kaput's notion of outsourcing of processing power, and explores the implications of this for mathematical learning. We argue that a key component for design is to create visible, transparent views of outsourcing, a transparency without which there may be as many pitfalls as opportunities for mathematical learning. The second organising idea is that of communication, a key notion for Kaput, and the importance of designing for communication in ways that recognise the mutual influence of tools for communication and for mathematical expression

Domestic Outsourcing in the United States: A Research Agenda to Assess Trends and Effects on Job Quality

The goal of this paper is to develop a comprehensive research agenda to analyze trends in domestic outsourcing in the U.S. -- firms' use of contractors and independent contractors -- and its effects on job quality and inequality. In the process, we review definitions of outsourcing, the available scant empirical research, and limitations of existing data sources. We also summarize theories that attempt to explain why firms contract out for certain functions and assess their predictions about likely impacts on job quality. We then lay out in detail a major research initiative on domestic outsourcing, discussing the questions it should answer and providing a menu of research methodologies and potential data sources. Such a research investment will be a critical resource for policymakers and other stakeholders as they seek solutions to problems arising from the changing nature of work

A Systematic Approach to Optimise Management in Global Sourcing Relationships

Despite a large number of studies, global IT sourcing projects are, in practice, performed ad-hoc and rely mostly on the manager’s experience. Outsourcing software development presents extra challenges because development is performed in an inter-organisational network. Although organisations collaborate by transferring knowledge from the customer to the vendor (e.g., requirements) and from the vendor to the client (e.g., product and status reports), each has its own interests and needs; which often conflict. Tacit requirements, conflicting interests and knowledge-domain gaps contribute to generate final solutions that cost more in terms of resources than what was originally planned or that do not help customers to meet their ambitions. In this work we propose eStudio, our semi-automatic quantitative-data based framework to provide guidance to reason about obstacles in, for instance, knowledge co-ordination

The internationalization of firms in the service industries: channels, determinants and sectoral patterns

The paper presents the results of a new survey on the international activities of Norwegian enterprises in the service industries. The survey focuses on three main internationalization channels: international sales, international cooperation and R&D outsourcing. The empirical analysis studies the relevance of these channels, and investigates the related strategies, objectives and determinants. International sales and collaborations emerge as the two most relevant channels, whereas the scope for R&D outsourcing seems to be far more limited. The analysis of the determinants of international activities leads to three main results: (1) the innovative capability of firms matters for their international performance; (2) the various internationalization channels seem to be complement, rather than substitute, strategies to compete in foreign markets; (3) sectoral specificities greatly affect firms’ internationalization strategies and performance.internationalization; international cooperations; R&D outsourcing; innovation; service industries; survey data

IT Project Management from a Systems Thinking Perspective: A Position Paper

We proposes a Systems Thinking approach to the study of IT project management and show how this approach helps project managers in controlling their projects. To illustrate our proposal, we present an example model of the dynamics of IT out-sourcing projects. The example model explains these dynamics in terms of feedback loops consisting of causal relations re-ported in the literature. The model provides insight in how coordination, trust, information exchange and possibilities for op-portunistic behaviour influence each other and together influence delivery quality, which in turn influences trust. The integra-tion of these insights provided by applying the Systems Thinking perspective helps project managers to reason about how their choices influence project outcome. The Systems Thinking perspective can serve as an additional tool in the academic study of IT project management. Applying the Systems Thinking perspective also calls for additional research in which this perspective is itself the object of study