Information and communication technology outsourcing : the determinacy of service level rating (SLR) on customer satisfaction rating (CSR)
- Authors: Aliyu, Kabiru Mohammed
- Date: 2014-10-20
- Subjects: Information technology - Contracting out , Consumer satisfaction , Employees - Rating of
- Type: Thesis
- Identifier: uj:12639 , http://hdl.handle.net/10210/12458
- Description: M.Com. (Business Management) , Its seems that Information and Communication Technology (ICT) Outsourcing is now a major business for Information Technology Outsourcing Providers (ITOPs) and all their focus is on client retention and new business acquisition. Variables like Employee Satisfaction, Customer Loyalty, and Financial Performance and how they relate to Customer Satisfaction seem to have received ample research attention. The way the client perceives and rates the service, can be influenced by a couple of factors and Service Level Rating (SLR) is one of the factors under study. The main aim of the research was to investigate the relationship between Service Level Rating and Customer Satisfaction Rating (CSR) in Information and Communication Technology Outsourcing. Other variables like competency of the engineer, size of company and type of industry were also used to see if this relationship between SLR and CSR depends on these variables. A quantitative research approach is followed. Secondary data is used in the study as it is considered the most suitable given the variables under investigation. The main variables are Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). Pre-testing was done to ensure reliability which solidifies the foundation for the analysis and results. The research showed that there is a strong negative relationship between Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). However the results showed that client rates do not depend on the level of competency of the engineer providing the service. During SLA negotiations, managers need to be able to balance the effect of Customer Satisfaction and at the same time save the client on cost of delivery at a high Service Level after careful considerations of the factors that influence Customer Satisfaction. Although it is important to maintain customer satisfaction ratings, managers must understand the implications of the human elements of customer satisfaction. The results may not be generalised but are limited to the organisation under study. This research can open further areas of research in future across the ICT sector. More avenues need to be researched on the relationship between the two variables. In future the research could further investigate if the relationship between SLR and CSR is affected by level of the client within the organisation. The research could be extended across the ICT industries in South Africa, the developing and developed economies.
- Full Text:
- Authors: Aliyu, Kabiru Mohammed
- Date: 2014-10-20
- Subjects: Information technology - Contracting out , Consumer satisfaction , Employees - Rating of
- Type: Thesis
- Identifier: uj:12639 , http://hdl.handle.net/10210/12458
- Description: M.Com. (Business Management) , Its seems that Information and Communication Technology (ICT) Outsourcing is now a major business for Information Technology Outsourcing Providers (ITOPs) and all their focus is on client retention and new business acquisition. Variables like Employee Satisfaction, Customer Loyalty, and Financial Performance and how they relate to Customer Satisfaction seem to have received ample research attention. The way the client perceives and rates the service, can be influenced by a couple of factors and Service Level Rating (SLR) is one of the factors under study. The main aim of the research was to investigate the relationship between Service Level Rating and Customer Satisfaction Rating (CSR) in Information and Communication Technology Outsourcing. Other variables like competency of the engineer, size of company and type of industry were also used to see if this relationship between SLR and CSR depends on these variables. A quantitative research approach is followed. Secondary data is used in the study as it is considered the most suitable given the variables under investigation. The main variables are Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). Pre-testing was done to ensure reliability which solidifies the foundation for the analysis and results. The research showed that there is a strong negative relationship between Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). However the results showed that client rates do not depend on the level of competency of the engineer providing the service. During SLA negotiations, managers need to be able to balance the effect of Customer Satisfaction and at the same time save the client on cost of delivery at a high Service Level after careful considerations of the factors that influence Customer Satisfaction. Although it is important to maintain customer satisfaction ratings, managers must understand the implications of the human elements of customer satisfaction. The results may not be generalised but are limited to the organisation under study. This research can open further areas of research in future across the ICT sector. More avenues need to be researched on the relationship between the two variables. In future the research could further investigate if the relationship between SLR and CSR is affected by level of the client within the organisation. The research could be extended across the ICT industries in South Africa, the developing and developed economies.
- Full Text:
A conceptual framework for successful information technology outsourcing
- Authors: Muka, Jean-Paul M.
- Date: 2017
- Subjects: Information technology - Contracting out
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/262097 , uj:27654
- Description: Ph.D. (Information Technology Management) , Abstract: Information Technology Outsourcing (ITO) is a business practice through which companies delegate the total or partial operational responsibilities of certain IT-related processes. The main stakeholders in outsourcing projects include the client company taking out the outsourced work, and the vendor company taking over the outsourced work. Through outsourcing, clients seek to survive or thrive by narrowing their focus on processes considered essential or strategically important to their core business. Consequently, responsibilities over all other business processes are transferred to a competent vendor. Besides the competence in terms of higher skills, clients involving outsourcing vendors also aim to achieve business benefits related to better effectiveness and efficiency. Saving cost is one such benefit which is particularly valued and sought after by clients. The delivery of outsourcing services is typically done in one or more of five models, including; traditional outsourcing, multi-sourcing, cloud outsourcing, build-operate-transfer, and shared services. Regardless of the outsourcing delivery model, outsourcing projects fail globally at an alarmingly high rate, resulting in enormous financial losses for companies. The dynamic nature of the modern business environment compels companies to find ways to be more effective and efficient; that is, to do more with less. Companies can simply no longer afford wasteful losses such as those resulting from outsourcing failures. There is, therefore, an inevitable business imperative for a mechanism providing the stakeholders to the outsourcing contract with a simple, intuitive, and repeatable mechanism to guide the navigation throughout the rather complex outsourcing waters. This research addresses the above-mentioned business imperative by proposing a model for successful IT outsourcing. The model is specifically designed for outsourcing clients, but the equally important role of vendors in outsourcing is acknowledged. Juxtaposing a similar model for vendors to the current model for clients is certain to result in a more comprehensive model. The outsourcing body of knowledge both in industry and academia would greatly benefit from such a model, as highlighted in the suggestions for further research at the conclusion of this thesis.
- Full Text:
- Authors: Muka, Jean-Paul M.
- Date: 2017
- Subjects: Information technology - Contracting out
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/262097 , uj:27654
- Description: Ph.D. (Information Technology Management) , Abstract: Information Technology Outsourcing (ITO) is a business practice through which companies delegate the total or partial operational responsibilities of certain IT-related processes. The main stakeholders in outsourcing projects include the client company taking out the outsourced work, and the vendor company taking over the outsourced work. Through outsourcing, clients seek to survive or thrive by narrowing their focus on processes considered essential or strategically important to their core business. Consequently, responsibilities over all other business processes are transferred to a competent vendor. Besides the competence in terms of higher skills, clients involving outsourcing vendors also aim to achieve business benefits related to better effectiveness and efficiency. Saving cost is one such benefit which is particularly valued and sought after by clients. The delivery of outsourcing services is typically done in one or more of five models, including; traditional outsourcing, multi-sourcing, cloud outsourcing, build-operate-transfer, and shared services. Regardless of the outsourcing delivery model, outsourcing projects fail globally at an alarmingly high rate, resulting in enormous financial losses for companies. The dynamic nature of the modern business environment compels companies to find ways to be more effective and efficient; that is, to do more with less. Companies can simply no longer afford wasteful losses such as those resulting from outsourcing failures. There is, therefore, an inevitable business imperative for a mechanism providing the stakeholders to the outsourcing contract with a simple, intuitive, and repeatable mechanism to guide the navigation throughout the rather complex outsourcing waters. This research addresses the above-mentioned business imperative by proposing a model for successful IT outsourcing. The model is specifically designed for outsourcing clients, but the equally important role of vendors in outsourcing is acknowledged. Juxtaposing a similar model for vendors to the current model for clients is certain to result in a more comprehensive model. The outsourcing body of knowledge both in industry and academia would greatly benefit from such a model, as highlighted in the suggestions for further research at the conclusion of this thesis.
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A study of information technology outsourcing practices
- Authors: Hlawu-Chihwenga, Francis
- Date: 2013-12-09
- Subjects: Information technology - Contracting out , Outsourcing
- Type: Thesis
- Identifier: uj:7829 , http://hdl.handle.net/10210/8722
- Description: M.Comm. (Computer Auditing) , It is undeniable that over the last couple of years information technology outsourcing has witnessed considerable success and growth in South Africa and the world at large. However, there have been a number of IT outsourcing failures as evidenced by the substantial number of organizations that outsourced their IT systems and then moved them back in-house, or outsourced to another service provider. This is proof that some of the practices inherent in IT outsourcing are flawed. In order to find out why IT outsourcing was failing in South Africa, the study investigated the current practices in IT outsourcing against the best practices. A comprehensive literature study on IT outsourcing best practices and an empirical study on outsourcing organizations employing the services of top IT outsourcing service providers in South Africa was done. The research study revealed strong evidence that organizations are experimenting with different types of IT outsourcing that consequently have different benefits and risks. The empirical findings also proved that there was no ‘one size fits all’ when it came to the reasons for justifying outsourcing IT by organizations. It was also clear that no organization would openly admit to having hidden agendas that informed why and how they outsourced their IT. The study also found strong evidence of critical success factors that are significant and are embraced by IT outsourcing organizations. Also revealed, there were control considerations in IT outsourcing that showed strong evidence of applicable risks and the governance mechanisms employed.
- Full Text:
- Authors: Hlawu-Chihwenga, Francis
- Date: 2013-12-09
- Subjects: Information technology - Contracting out , Outsourcing
- Type: Thesis
- Identifier: uj:7829 , http://hdl.handle.net/10210/8722
- Description: M.Comm. (Computer Auditing) , It is undeniable that over the last couple of years information technology outsourcing has witnessed considerable success and growth in South Africa and the world at large. However, there have been a number of IT outsourcing failures as evidenced by the substantial number of organizations that outsourced their IT systems and then moved them back in-house, or outsourced to another service provider. This is proof that some of the practices inherent in IT outsourcing are flawed. In order to find out why IT outsourcing was failing in South Africa, the study investigated the current practices in IT outsourcing against the best practices. A comprehensive literature study on IT outsourcing best practices and an empirical study on outsourcing organizations employing the services of top IT outsourcing service providers in South Africa was done. The research study revealed strong evidence that organizations are experimenting with different types of IT outsourcing that consequently have different benefits and risks. The empirical findings also proved that there was no ‘one size fits all’ when it came to the reasons for justifying outsourcing IT by organizations. It was also clear that no organization would openly admit to having hidden agendas that informed why and how they outsourced their IT. The study also found strong evidence of critical success factors that are significant and are embraced by IT outsourcing organizations. Also revealed, there were control considerations in IT outsourcing that showed strong evidence of applicable risks and the governance mechanisms employed.
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A qualitative study of leaders’ work identity in outsourced projects
- Authors: Lategan, Liesel
- Date: 2018
- Subjects: Information technology - Contracting out , Information technology - Management , Project management , Leadership
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/293611 , uj:31928
- Description: Abstract: Orientation The study explored the experiences of ten information technology (IT) project- and programme managers who led outsource projects. It explains the complex nature of outsourcing and requirements in leading inter-organisational teams. Implementation of these outsource projects is often concluded with varying degrees of success, and poor results lead to loss of income, reputation, and intellectual property, which impact people’s work identity. The study focused on the roles these leaders have to fulfil, what motivates them, and personal attributes required to deliver successful outcomes. Finally, the strategies and competencies the project- and programme managers developed to form and maintain their work identity are also discussed. Research purpose The purpose of the study was to explore the work identity of leaders working in complex inter-organisational structures through outsource arrangements. Motivation for the study The study was motivated by my own experiences as an IT project- and programme manager leading outsource teams. More specifically, I wanted to explore my observation of leaders having various levels of success in delivering projects. In addition, I was curious about how they managed themselves and what motivated them. Lastly, I wanted to know how they managed team viability within a complex inter-organisational team, creating an environment where team members wanted to work together on future projects. Research design A qualitative grounded theory research design was employed. Convenience- and snowball sampling were used in selecting ten research participants. Data was collected, first, by conducting interviews asking open-ended questions, followed by semi-structured interviews to clarify the participants’ everyday experiences. Finally, the interviews were transcribed and, with the aid of computerised qualitative data analysis software (ATLAS.ti), thematic data analysis was undertaken. Research findings The findings identified seven themes related to leaders building and maintaining their work identities. This informed a conceptual model of leaders’ work identity within an... , M.Phil. (Personal and Professional Leadership)
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- Authors: Lategan, Liesel
- Date: 2018
- Subjects: Information technology - Contracting out , Information technology - Management , Project management , Leadership
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/293611 , uj:31928
- Description: Abstract: Orientation The study explored the experiences of ten information technology (IT) project- and programme managers who led outsource projects. It explains the complex nature of outsourcing and requirements in leading inter-organisational teams. Implementation of these outsource projects is often concluded with varying degrees of success, and poor results lead to loss of income, reputation, and intellectual property, which impact people’s work identity. The study focused on the roles these leaders have to fulfil, what motivates them, and personal attributes required to deliver successful outcomes. Finally, the strategies and competencies the project- and programme managers developed to form and maintain their work identity are also discussed. Research purpose The purpose of the study was to explore the work identity of leaders working in complex inter-organisational structures through outsource arrangements. Motivation for the study The study was motivated by my own experiences as an IT project- and programme manager leading outsource teams. More specifically, I wanted to explore my observation of leaders having various levels of success in delivering projects. In addition, I was curious about how they managed themselves and what motivated them. Lastly, I wanted to know how they managed team viability within a complex inter-organisational team, creating an environment where team members wanted to work together on future projects. Research design A qualitative grounded theory research design was employed. Convenience- and snowball sampling were used in selecting ten research participants. Data was collected, first, by conducting interviews asking open-ended questions, followed by semi-structured interviews to clarify the participants’ everyday experiences. Finally, the interviews were transcribed and, with the aid of computerised qualitative data analysis software (ATLAS.ti), thematic data analysis was undertaken. Research findings The findings identified seven themes related to leaders building and maintaining their work identities. This informed a conceptual model of leaders’ work identity within an... , M.Phil. (Personal and Professional Leadership)
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