How to Steer the IT Outsourcing Provider - Development and Validation of a Reference Framework of IT Outsourcing Steering Processes

IT executives entering into information technology (IT) outsourcing arrangements seek various strategic, economic, and technological benefits. However, although several cases of IT outsourcing are considered successful, cases of failure can also be observed. Problems and challenges associated with IT outsourcing often not only relate to the strategic decision whether or not to outsource, but to the operational level as well. Especially organizations with little experience of implementing larger IT outsourcing programs face problems with the steering of external outsourcing providers. In this paper, we propose a reference framework that structures the required processes for an effective steering of IT outsourcing relationships. The research is based on the design science paradigm in information systems research. In a first step, we derive a framework from related literature and knowledge in this particular area. We then undertake extensive fieldwork, including expert interviews and field studies to evaluate our framework and to develop it further. The suggested framework proves to be a viable instrument to support the systematic analysis of current processes and the definition of suitable target processes for the steering of IT outsourcing programs. This paper’s primary contribution therefore lies in providing an applicable instrument for practitioners as well as in extending the existing body of knowledge on IT outsourcing governance

Towards a Design Theory for Customer Satisfaction-Oriented IT Vendor Management

IT vendor management (ITVM) plays an increasingly relevant role for IT organizations; many companies already spend more than half their IT budgets on services from external providers. These providers are often in direct contact with internal IT and business staff, thus significantly impacting their satisfaction. Although recent studies reveal that companies are often dissatisfied with external IT suppliers, the ITVM literature does not propose practices that directly address customer satisfaction. We extend the ITVM literature by developing a design theory for customer satisfaction-oriented ITVM. To answer our research question, we have been conducting an action research study at a professional service company. Our work makes a twofold contribution. First, we present generalized design principles (DP) for implementing customer satisfaction-oriented ITVM. Second, we explain why these DPs should be considered by organizations seeking to enhance customer satisfaction and how these DPs should be implemented

Towards a Configurative Publication Schema for Design Science Research

Design science research (DSR) has matured and gained acceptance as an appropriate information systems research method. Despite the increasing number of DSR publications there is still no common sense and no comprehensive guidance how to present DSR in scientific literature. Therefore, this paper investigates the potential of a configurative DSR publication schema by means of a reference model allowing the deduction of concrete publication schemas. These schemas provide more detailed advice depending on the particular research context, such as the intended artifact type, the evaluation method, or the knowledge contribution type. By identifying configuration parameters (through an investigation of 13 DSR meta-analysis papers) and common configurations (through a meta-analysis of 52 DSR journal publications) we lay the foundations for a configurative reference model which can be adapted to provide detailed guidance in concrete DSR publication situations for both authors and reviewers. A detailed example sketches the future artifact