Realizing Outsourcing Expectations: Incredible Promises, Credible Outcomes

Mary Lacity, Rudy Hirschheim and Leslie Willcocks

Chapter 2 in The Practice of Outsourcing, 2009, pp 37-58 from Palgrave Macmillan

Abstract: Abstract Drawing from the firsthand experiences of senior executives and Information Technology (IT) managers in North American and British companies, this chapter summarizes the expectations they had for outsourcing and explains what went wrong — and why — when expectations were not met. Successful outsourcing experiences are then used to outline a prescription for ensuring that expected benefits are fully realized. All too often outsourcing success is declared even before the ink on the contract is dry. This study has key, perennial things to say on expectations, and on realism about outcomes from outsourcing. It is also an important precursor to our follow-up study on outcomes and success detailed in Chapter 12.

Keywords: Information Technology; Service Level; Senior Management; Senior Executive; Technical Talent (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_2

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DOI: 10.1057/9780230240841_2

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