Publication Date

Fall 2009

Degree Type

Thesis

Degree Name

Master of Science (MS)

Department

General Engineering

Advisor

Jerry Gao

Subject Areas

Engineering, Computer.; Information Technology.; Sociology, Organizational.

Abstract

This study takes a refreshing look at IT outsourcing from a vendor's perspective and discusses best practices required to effectively manage offshore business needs and offshoring effectiveness. We have conducted a detailed investigation to learn why outsourcing ventures fail, how to effectively measure up to service provider capability, and how to deliver strategic value to the end customer. Extant literature does not talk about the vendor's issues and problems in outsourcing, and our investigation emphasized the vendor's perspective on offshoring strategy and offshore resource effectiveness as the two important differentiators in a make-or-buy decision. Measurement metrics for each of the two items were devised to estimate their effect on offshoring effectiveness. We spoke to some of the top 10 IT vendors in India, collected offshoring data from both clients and vendors, and used the data to validate our decision framework. The framework helps us to investigate current industry practices in IT outsourcing, identify issues and problems beyond the obvious advantages of outsourcing, and propose measures to assess offshoring effectiveness. The investigation gave us an opportunity to record the best IT practices as well as suggest possible improvements in the service or product delivery cycle to enhance customer experience.

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