IT Outsourcing Success: A Framework for Assessing Intentions and Outcomes

Sara Cullen, Peter Seddon and Leslie Willcocks

Chapter 12 in The Practice of Outsourcing, 2009, pp 303-338 from Palgrave Macmillan

Abstract: Abstract This chapter proposes and demonstrates the usefulness of a new conceptualization of information technology outsourcing (ITO) success. Based on results from three ITO surveys conducted during 1994–2000, a review of the literature, and data from 49 in-depth ITO cases, it is argued that although some organizations may, at times, seek outcomes from outsourcing similar to other organizations, fundamentally what each firm seeks from outsourcing is different. Accordingly, it is argued, studies that recognize the idiosyncratic and changing nature of outcomes sought are likely to offer greater insight into what comprises successful outsourcing. Developing this idea, the chapter proposes an ITO outcomes framework consisting of a list of 25 goals that organizations frequently pursue when outsourcing IT. The list reflects most goals pursued by most organizations, but only some of these goals are expected to be applicable to any given organization at any given time.

Keywords: Large Organization; Core Business; Intended Outcome; Case Organization; Client Organization (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-24084-1_12

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DOI: 10.1057/9780230240841_12

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