Collaboration in outsourcing : a journey to quality

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Title:

Series:

Technology, Work, and Globalization

Publication Information:

Houndmills, Basingstoke, Hampshire ; New York, NY : Palgrave Macmillan, 2012.

Physical Description:

xxxii, 361 pages : illustrations ; 24 cm.

ISBN:

9780230347700

Abstract:

"Although IT outsourcing is nothing new, it remains surprisingly challenging for professionals. This book assists the IT professional in several areas of the outsourcing process: establishing outsourcing relationships, maintaining and managing the relationship, and finally governing outsourcing projects successfully"-- Provided by publisher.

Subject Term:

Information technology -- Contracting out

Electronic data processing departments -- Contracting out

Added Author:

Brinkkemper, Sjaak

Jansen, Slinger

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000010292901	HD30.2 C6247 2012	Open Access Book	Book	Searching... Unknown

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Summary

Although IT outsourcing is nothing new, it remains surprisingly challenging for professionals. This book assists the IT professional in several areas of the outsourcing process: establishing outsourcing relationships, maintaining and managing the relationship, and finally governing outsourcing projects successfully.

Author Notes

DR. SJAAK BRINKKEMPER Professor of Organisation and Information at the Department of Information and Computing Sciences at Utrecht University, the Netherlands. He leads a group of about thirty researchers specializing in product software development and entrepreneurship. The main research themes of the group are methodology of product software development, implementation and adoption, and business-economic aspects of the product software industry. He has authored several books and serves on the editorial board of MIS Quarterly, Journal of Database Management, and the European Journal of Information Systems.
SLINGER JANSEN Assistant Professor at the Department of Information and Computing Sciences at Utrecht University, the Netherlands. His research focuses on software product management and software ecosystems, with a strong entrepreneurial component. He currently leads two research projects into the domains of variability in multi-tenancy architectures and software system evolution through servicification.

Sjaak Brinkkemper and Slinger JansenGábor MajdánElena IancuSuzanne HaanappelMartin JanekWouter Steenbeek and Lidwien van de Wijngaert and Mischa van den Brand and Sjaak Brinkkemper and Frank HarmsenMatthias Fabriek and Mischa van den Brand and Sjaak Brinkkemper and Frank Harmsen and Remko HelmsHristo StefanovAntonios-Lavrentios VoutsinosAleksandar ChervenkovRoderick van CannMartin KirilovJonathan AarnoutsMartijn RoelingPaul NoordveldSander van MeggelenTomas SalfischbergerKoen BosKoen HuijsmanSuzanne Gietema

List of Tables	p. x
List of Figures	p. xii
Acknowledgments	p. xv
Series Preface	p. xvi
List of Contributors	p. xxi
Company Profiles	p. xxvi
Introduction: Collaboration in Outsourcing	p. 1
Part I Governance
1 Governance Models in Offshore IT Outsourcing	p. 5
1.1 Introduction	p. 5
1.2 Literature review	p. 7
1.3 Related research	p. 9
1.4 Outsourcing governance models from practice	p. 12
1.5 Findings	p. 17
1.6 Limitations and future research	p. 22
1.7 Conclusion	p. 22
2 Security: Case Studies in Three Dimensions	p. 25
2.1 Introduction	p. 25
2.2 Literature review	p. 27
2.3 Case studies	p. 31
2.4 Conclusions and further research	p. 40
3 Mission-Critical Outsourcing	p. 42
3.1 Introduction	p. 42
3.2 Evolution of IT outsourcing	p. 43
3.3 Characteristics of outsourcing	p. 44
3.4 Research method	p. 48
3.5 Case studies	p. 49
3.6 Comparison outsourcing and mission-critical outsourcing	p. 55
3.7 Expert validation	p. 55
3.8 Limitations/discussion	p. 57
3.9 Conclusions and further research	p. 57
4 Collaboration of Enterprise Architects in Outsourcing	p. 59
4.1 Introduction	p. 59
4.2 Background and summary of existing research	p. 60
4.3 Research method	p. 64
4.4 Findings	p. 65
4.5 Limitations and future research	p. 68
4.6 Conclusion	p. 70
5 A Decision Procedure for the Where and How to Outsource	p. 73
5.1 Introduction	p. 73
5.2 Sourcing decision-making	p. 74
5.3 Research method	p. 77
5.4 Results	p. 80
5.5 Conclusion	p. 84
6 Success and Failure in Offshore Development Projects	p. 88
6.1 Introduction	p. 88
6.2 Success in offshore CSD projects	p. 90
6.3 Research method	p. 92
6.4 Results and analysis	p. 95
6.5 Discussion and conclusions	p. 99
Part II Communication and Knowledge Management
7 Boosting Distributed Collaboration through Collaboration Tools Portfolio Optimization	p. 105
7.1 Introduction	p. 105
7.2 Related literature	p. 107
7.3 Method development	p. 112
7.4 Portfolio augmentation	p. 120
7.5 Empirical evaluation	p. 122
7.6 Conclusion	p. 123
8 Retaining Project Knowledge in an Outsourcing Context	p. 126
8.1 Introduction	p. 126
8.2 Related literature	p. 128
8.3 Survey illations	p. 131
8.4 Knowledge asset prototype and knowledge retention framework	p. 133
8.5 Empirical evaluation and validation	p. 137
8.6 Limitations and future research	p. 139
8.7 Conclusion	p. 139
9 Initial Knowledge Sharing in Outsourcing	p. 142
9.1 Introduction	p. 142
9.2 Literature review	p. 144
9.3 Summary of empirical findings	p. 148
9.4 A systematic approach to knowledge sharing in outsourcing	p. 150
9.5 Empirical evaluation	p. 156
9.6 Conclusion and further research	p. 157
Appendix	p. 158
10 Optimal Team Composition in Distributed Software Development	p. 160
10.1 Introduction	p. 160
10.2 Related work	p. 162
10.3 Team composition method descriptions	p. 166
10.4 Method comparison	p. 172
10.5 Outsourcing team composition method	p. 174
10.6 Evaluation	p. 177
10.7 Discussion	p. 179
10.8 Conclusion	p. 180
Part III Relationship Management and Quality
11 Dealing with Trust in Outsourcing Relationships	p. 185
11.1 Introduction	p. 185
11.2 Related literature	p. 188
11.3 Research method	p. 193
11.4 Results and discussion	p. 193
11.5 Conclusion and further research	p. 195
12 IT Service Quality in Outsourcing Relationships	p. 198
12.1 Introduction	p. 198
12.2 Related literature	p. 200
12.3 Service quality	p. 201
12.4 The gap model	p. 203
12.5 Servqual	p. 204
12.6 Servperf	p. 206
12.7 Servqual+	p. 206
12.8 Model construction	p. 209
12.9 Case studies and discussion	p. 213
12.10 Service quality through Giarte's ITsat	p. 215
12.11 Findings case studies	p. 217
12.12 Validation by Accenture	p. 218
12.13 Limitations	p. 220
12.14 Conclusions and further research	p. 220
13 Selection of Outsourcing Partners	p. 224
13.1 Introduction	p. 224
13.2 Related literature	p. 226
13.3 Approach	p. 226
13.4 Method 1: partner selection for joint-venture agreement	p. 227
13.5 Method 2: Outsource2India partner selection	p. 231
13.6 Method 3: a third party's view on partner selection in outsourcing	p. 233
13.7 Method comparison	p. 235
13.8 A super method for partner selection in an outsourcing setting	p. 239
13.9 A look at Indian strategy	p. 240
13.10 Discussion	p. 240
13.11 Empirical evidence	p. 244
13.12 Conclusions	p. 244
Appendix	p. 245
14 Conflict Resolution in Outsourcing	p. 248
14.1 Introduction	p. 248
14.2 Related literature	p. 251
14.3 The conflict resolution in outsourcing (CRO) method	p. 254
14.4 Evidence	p. 261
14.5 Analysis	p. 264
14.6 Discussion	p. 265
14.7 Conclusion	p. 266
Appendix I	p. 267
Appendix II	p. 271
15 Service Level Agreement in an Outsourcing World	p. 274
15.1 Introduction	p. 274
15.2 Literature study	p. 275
15.3 SLAs in the outsourcing cycle	p. 276
15.4 Structured approach for designing SLAs	p. 277
15.5 Case study	p. 278
15.6 Results	p. 284
15.7 Conclusion	p. 286
15.8 Future research and discussion	p. 286
Appendix I SLA 1	p. 287
Appendix II SLA 2	p. 290
Appendix III SLA 3	p. 293
Part IV Software Development
16 Quality in Distributed Software Product Development	p. 301
16.1 Introduction	p. 301
16.2 Related literature	p. 302
16.3 Definition of quality	p. 303
16.4 Quality approaches	p. 304
16.5 Case studies	p. 307
16.6 Discussion	p. 312
16.7 Conclusion	p. 314
16.8 Future research	p. 314
17 Distributed Scrum Process Guide	p. 316
17.1 Introduction	p. 316
17.2 Related literature	p. 317
17.3 Scrum	p. 318
17.4 Concepts	p. 321
17.5 Discussion	p. 325
17.6 Conclusion	p. 325
17.7 Further research	p. 326
18 Project Coordination in Distributed Software Development	p. 328
18.1 Introduction	p. 328
18.2 Related literature	p. 330
18.3 Scope	p. 333
18.4 Case studies	p. 334
18.5 Results	p. 337
18.6 Discussion	p. 338
18.7 Conclusion	p. 339
Appendix I activity table	p. 339
Appendix II concept table	p. 340
19 Distributed Requirements Management in an Offshoring Context	p. 343
19.1 Introduction	p. 343
19.2 Related literature	p. 344
19.3 Case study	p. 346
19.4 Analysis of results	p. 355
19.5 Discussion	p. 356
19.6 Conclusion	p. 356
Index	p. 359

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Summary

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Author Notes

Table of Contents