Explaining I.T. Outsourcing Purchasers’ Dissatisfaction

Outsourcing of IT is a popular strategy, argued by proponents to deliver a range of benefits including cost savings, increased service quality, and strategic advantages. However, empirical evidence of the success of outsourcing is limited, and several recent studies have suggested widespread dissatisfaction exists amongst purchasers. This paper analyses one such study to determine predictors of outsourcing satisfaction (and dissatisfaction). The analysis reveals that, for purchasers, IT outsourcing satisfaction and perceived value (which are highly correlated) depend on whether strategic benefits are obtained, and on the technical service quality provided by vendors. Both in turn depend on whether expected cost savings are obtained. The implications of these findings for both vendors and purchasers are discussed

EVALUATION OF IT/IS OUTSOURCING PROJECTS USING THE DEA METHODOLOGY

The outsourcing of services related to Information Technology and Information Systems (IT/IS) is seen by many organizations as a tool for achieving strategic objectives. Reducing costs, focusing on core capabilities and improving business/process performance are held to be the main reasons for investing in IT/IS outsourcing. However, the process of outsourcing is complex and involves considering not only the benefits but also evaluating investments and the risks inherent in making decisions during this process. When planning to outsource these services, companies are faced with a choice of different projects, suppliers and contract settings. Reaching appropriate decisions is crucial to achieving the desired goals, and the consequent success of investments. This research in progress paper presents a model for assessing and prioritizing different IT/IS outsourcing projects. This model uses the methodology of Data Envelopment Analysis (DEA) and allows consideration to be given not only to the intrinsic aspects of such projects (cost, schedule, benefits, customization, etc.), but also the characteristics of the proponent company. Therefore, the proposed model aims to assist companies in evaluating different projects for outsourcing operations related to IT/IS

Success Factors for Information Systems Outsourcing: A Meta-Analysis

This paper develops a new model for interpreting the critical success factors for information systems (IS) outsourcing. Ten meta-analyses are performed, each representing a common outsourcing success factor from within the current literature. The study’s findings suggest that the most important antecedents to IS outsourcing success are attention to strategy, business relationships, finance, knowledge sharing, and service quality. Five moderators are also investigated and the industry of the customer is found to have the strongest effect on IS outsourcing success. The results from this study contribute to the academic literature by presenting past research results in a unique manner, thus enhancing the discipline’s understanding of IS outsourcing success factors. As well, the findings contribute to practice by guiding organizations to the activities that are most related to the achievement of IS outsourcing success

A Framework for the Evaluation o f CloudSourcing Proposals

Many organisations have recently adopted variants of cloud computing. Many of them have done so with considerable enthusiasm, but with very little reflection. Commentators have warned of uncertain benefits, predictable disbenefits and a wide range of risks. A study of IT media reports shows that cloud outages are frequent, and that at least some of the theoretical risks are very real. This paper draws on the accumulated bodies of theory on outsourcing and information and IT security in order to propose an evaluation framework. This instrument supports an organisation\u27s executives in evaluating proposals for cloud computing, and assists their governing Boards to fulfil their legal obligations to ensure that choices are informed by business case analysis and risk assessment

Transaction Cost Economics: An Analysis of Commitment in Asymmetrical Insurer-Broker Dyads. An Exploratory Case Study of ING Canada and its Distribution Counterparties

Since the early 1980's there has been a heightened academic interest in the field of commitment, particularly as it relates to business relationships. Knowledge of commitment continues to advance and has begun splintering and applied into specific and narrow fields. The particular field of interest in this study surrounds commitment levels in business relationships within property and casualty insurance distribution networks. The intent of understanding and enhancing commitment levels is to allow stakeholders to explore new ways to improve profitability. This can be achieved by deepening the level of understanding and knowledge of relationship partners with a view to anticipating and fulfilling their needs better than the competition. However, commitment is intangible and involves many factors including human emotion. This increases the difficulty in comprehending the whole phenomenon of commitment. To assist in furthering the knowledge in this area, transaction cost theory is examined and applied to insurance company and broker relationships. In seeking a greater understanding of the underlying drivers of commitment, this thesis investigates the theoretical contribution of transaction cost economics theory in assessing commitment levels. The purpose is to utilize the elements of transaction costs as a means to extend the awareness of how commitment is constructed, and to search for ways to improve and strengthen these relationships. The primary research method consists of three major case studies within the Canadian property and casualty insurance distribution sector. The first case study explores the perspectives of insurance brokers in Ontario. The second study reveals the perceptions of relationship managers employed with ING Canada, the country's largest property and casualty insurance company. Lastly, the research incorporates a series of interviews with ING Canada senior executives to capture their perspectives and validate the research findings from the first two case studies. These investigations into the Canadian insurance industry have provided several outputs, chief among them is the development of a conceptual model referred to as the 'Commitment Wheel'. This model has the advantages of seating affective and calculative commitment at the centre of a moving environment of commitment enablers

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

Stakeholder quality in healthcare: synthesising expectations for mutual satisfaction

This thesis focuses on quality improvement in local NHS services in response to national legislation. The preparatory literature search of healthcare, change and quality theories identified the common theme of participation for success as well as a distinct gap in quality management models suitable for healthcare. Action research was used to develop, implement and evaluate such a model, combining qualitative and quantitative methods, enabling ownership of the model by participating stakeholders, and facilitating change by reflection and action. The thesis is organised into three main parts from which key themes emerge. The first section establishes health and its care as the most basic of human needs. Healthcare delivered through public provision has a medically dominated hierarchy of stakeholders with different expectations: users pursue a social model of care, managers a business model, and providers a scientific model. The lack of evidence on which to base provision has resulted in autonomous clinical practice which, without reference to guidelines, is difficult to assure. In a culture of professional awareness, autonomy can provide an opportunity for service improvement The second section describes the development of the Quality Synthesis Model through participant involvement. Recent experiences of change in the NHS provided direction through: the need for clarity and agreement over quality issues, vision and values; a strategic approach; and capacity and empowerment to respond. In addition, these followed generic best practice of a conducive culture, communication, commitment and measures of progress. Finally, in the third section, the empirical chapters describe implementation and analyses of the model in the sample semi-profession service of chiropody with older people. Quantitative and qualitative data was collected through records, repeat surveys and sub sample telephone interview. Evaluation of the model was against: • operational criteria requirements • compatibility with commissioning • sound methodology • changes in stakeholder culture. The results suggest that the Quality Synthesis Model is a cost-effective answer to local quality management in a culture of professional awareness, respecting the influence of the ultimate power of medicine. Together with the principles of change management, and particularly the lessons learned from the implementation of previous initiatives, local NHS units could successfully move towards a sustained responsive culture through the use of the model

The impact of the lump sum grant system on professional social workers in Hong Kong.

Law, Pui-Shan.Thesis (M.Phil.)--Chinese University of Hong Kong, 2003.Includes bibliographical references (leaves 129-143).Abstracts in English and Chinese.Acknowledgement --- p.iAbstract --- p.ii -ivList of Figures --- p.viiAbbreviations --- p.viiChapterChapter One´ؤ --- Introduction --- p.1 -4Chapter I. --- Overview --- p.4-13Chapter 1. --- The Lump Sum Grant SystemChapter 2. --- The New Subvention System and Its Relation With Newublic Management Reform in the WestChapter 3. --- The Newublic Management Reforms and Social WorkChapter III. --- Objective and Significance --- p.13-14Chapter II. --- Researchlan and Methodology --- p.14-17Chapter 1. --- Unit of AnalysisChapter 2. --- Level of AnalysisChapter 3. --- MethodologyChapter IV. --- Structure of Thesis --- p.17-18Chapter Two -- --- Literature ReviewChapter I. --- Social WorkChapter 1. --- Sociological Definition ofrofessionChapter 2. --- Sociological Studies: Social Workers as Semi-ProfessionalsChapter 3. --- Social Work: Diverse Views onrofessionalizationChapter 4. --- Social Workers asrofessionals - Some Important CharacteristicsChapter II. --- The Newublic Management Reforms and Its Impact on Welfare State and Voluntary Organizations --- p.28-36Chapter 1. --- The Newublic Management Reforms in the Western Welfare StateChapter 2. --- The Impact of New Managerial Reforms on Welfare State and Voluntary OrganizationsChapter III. --- The Impact of the New Managerial Reforms on Social Workers --- p.36-44Chapter 1. --- Budget Holders - A New Role in Managing ResourcesChapter 2. --- Greater Managerial Control Overrofessionalractice - Loss of Workplace DiscretionChapter 3. --- Erosion of Traditional Work ValuesChapter 4. --- Reduction in therofessional Role of Social WorkersChapter 5. --- rofessional Social Workers as Agents of the StateChapter IV. --- Conclusion --- p.45Chapter Three - --- The Historical andolitico-Economic Contexts of the Development of the Social Workrofession in Hong Kong and the Significance of the Lump Sum Grant SystemChapter I. --- "The Social Workrofession, the Voluntary Sector And the Residual Welfare State: A Historical Review" --- p.46-62Chapter 1. --- 1984-1945: The Voluntary Sector as the Major Source of Relief for the NeedyChapter 2. --- 1946-1966: The Voluntary Sector as the Major Social ServiceroviderChapter 3. --- 1967-1977: The Voluntary Sector and Social Workers asartners of the StateChapter 4. --- 1978-1990: The Voluntary Sector and Social Workers as Quasi-state AgentsChapter II. --- 1990s-resent: NGOs and Social Workers in the New Managerial EraChapter 6. --- SummaryChapter II. --- Theolitico- Economic Contexts of the Adoption of the LSG System --- p.62-77Chapter 1 --- Inherent Limitations of the Modified Standard Cost Subvention MechanismChapter 2. --- Budgetary Constraints - LSG System as a Reaction to the State Financial CrisisChapter 3. --- Legitimacy Crisis inost-Colonial Hong KongChapter 4. --- SummaryChapter Four - --- The Lump Sum Grant System and Its Impact on Social WorkersChapter I --- Background Information --- p.78Chapter II --- Flexibility as a State Strategy of Cost-Containment: Its Impact on Work Conditions. 79-%Chapter 1. --- The LSG Funding ModelChapter 2. --- The Advantages of FlexibilityChapter 3. --- The Inadequate Funding and the Resulting Inflexibility in the Deployment of FundChapter 4. --- The Impact on Work ConditionsChapter III. --- redominance of Managerial Values Overrofessional Values --- p.96-111Chapter 1. --- Social Workers as Budget HoldersChapter 2. --- Commercialization of Social ServicesChapter 3. --- Loss of Organizational AutonomyChapter 4. --- Decreased Responsiveness to Clients NeedChapter IV. --- Restructuring the Relationship Between the Social Workers and the State --- p.111-119Chapter 1. --- Theurchaser -Provider Relationship: Social Workers as Agents of the StateChapter 2. --- Erosion of the Advocacy RoleChapter V. --- Conclusion --- p.120-122Chapter Five- --- ConclusionChapter I. --- The Background and Significance of LSG System --- p.123-124Chapter II. --- The Impact of LSG system on Social Workers asrofessionals --- p.124-125Chapter III. --- olicy Recommendation --- p.126Chapter IV. --- Research Constraints and Outlook --- p.127-128Bibliography --- p.129-143Appendix 1 --- p.144-146Appendix 2 --- p.147-148Appendix 3 --- p.149-150List of FiguresChapter 1. --- Social Welfare Spending Asroportion of Totalublic Spending in Hong Kong1965-1992Chapter 2. --- Welfare Expenditure From 1991-1996Chapter 3. --- Subvention to Non-Governmental Organizations 1985 -2001 (Millions)Chapter 4. --- Unemployment Rate1992-2001Chapter 5. --- Majorolicy Areas' Share of Total Recurrentublic Expenditure in 1994-95 andin 1999-2000AbbreviationsASWO Assistant Social Welfare OfficerFSA Funding and Service AgreementsHKCSS Hong Kong Council of Social ServiceLSG Lump Sum GrantMC Model CostMSC Modified Standard CostNGO Non - Governmental OrganizationSPMS Serviceerformance Monitoring SystemSQS Service Quality StandardsSWD The Social Welfare DepartmentSWO Social Welfare OfficerTOG Tide Over Gran