A New Conceptual and Operational Framework for the Switching of IT Outsourcing Providers

Olzmann, Matthias (2014) A New Conceptual and Operational Framework for the Switching of IT Outsourcing Providers. DBA thesis, University of Gloucestershire.

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Abstract

The switching of information technology (IT) providers is a subject of considerable significance, since the IT outsourcing (ITO) market is still growing and ITO deals are regularly reaching the end of their contract period, whilst other ITO contracts are prematurely discontinued. The transitional phase to a new provider is a highly complex, resource intensive and critical phase of strategic importance. The objective of this phase is that the contract with the new provider is implemented and the incumbent provider is replaced. Existing literature suggests that an unsuccessful transition can endanger the business continuity of the ITO client. Yet, to date, no research has holistically focused on how successful ITO transitions can be performed. This research seeks to contribute to the understanding and knowledge of which factors support the successful transition of ITO providers for the switching client. It does so by identifying critical success factors, secondary success factors, key risks, and then develops a conceptual framework and a practical operational guide. This qualitative research is conducted within a constructivist paradigm. Twenty-one practitioners from seven different organisations were interviewed. The interviewed practitioners represent three different groups - IT outsourcing client (8), incumbent provider (6) and new provider (7). The focus is on complex ITO deals, where ‘complex’ is considered to comprise large ITO deals with total contract value of more than €100 million, and where at least two IT services have been outsourced and need to be switched. All interviews were transcribed and the data analysis was conducted based on a modified grounded theory approach and the NVivo software tool facilitated the coding process. The results of the analysis and the development of the conceptual and operational framework were subject to validation procedures and verification strategies, such as member checking. The thesis provides a comprehensive critical review of the literature on switching ITO providers and related relevant literature on IT outsourcing to act as the basis of this research. This is refined and augmented through the empirical work to present a final holistic framework that details the success factors and risks involved. This framework provides a holistic view of the management capabilities and business activities that are necessary to ensure a successful switching of ITO providers. For each management capability or business activity a RACI table is provided, which outlines key tasks and responsibilities. Collectively, the new conceptual framework and associated analysis and materials will provide a significant contribution to both literature and practice in the ITO field.

Item Type: Thesis (DBA)
Thesis Advisors:
Thesis AdvisorEmailURL
Wynn, Martinmwynn@glos.ac.ukUNSPECIFIED
Zhang, Shujunszhang@glos.ac.ukUNSPECIFIED
Uncontrolled Keywords: Information technology outsourcing (ITO); Information technology providers;
Subjects: H Social Sciences > HF Commerce
Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Q Science > QA Mathematics > QA76 Computer software
Divisions: Schools and Research Institutes > Business School > Business and Human Resource Management
Depositing User: Susan Turner
Date Deposited: 17 Oct 2014 14:51
Last Modified: 22 Sep 2016 14:46
URI: http://eprints.glos.ac.uk/id/eprint/1000

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