The role of benchmarking and service level agreement (SLA) practices in IT outsourcing success

Rouse, Anne 2005, The role of benchmarking and service level agreement (SLA) practices in IT outsourcing success, in Proceedings of the Ninth Pacific Asia Conference on Information Systems (PACIS), PACIS, Bangkok, Thailand, pp. 670-682.

Attached Files
Name Description MIMEType Size Downloads

Title The role of benchmarking and service level agreement (SLA) practices in IT outsourcing success
Author(s) Rouse, Anne
Conference name Pacific Asia Conference on Information Systems (9th: 2005: Bangkok, Thailand)
Conference location Bangkok, Thailand
Conference dates 7-10 July 2005
Title of proceedings Proceedings of the Ninth Pacific Asia Conference on Information Systems (PACIS)
Editor(s) Wei, Chih-Ping
Yen, Benjamin
Publication date 2005
Conference series Pacific Asia Conference on Information Systems
Start page 670
End page 682
Publisher PACIS
Place of publication Bangkok, Thailand
Keyword(s) outsourcing
service level agreements (SLAs)
benchmarking
outsourcing success
multiple analysis of variance (MANOVA)
Summary Despite claims in the trade literature that a number of recommended practices have been proved to lead to IT outsourcing success, few of these practices have been subject to disconfirmatory research. Even fewer have been tested statistically to determine whether they generalize to wider populations, or to determine the magnitude of their effect. In this paper, several recommended outsourcing practices associated with service level agreements (SLAs) and benchmarking are investigated. These practices are recommended extensively on the basis of case study research, yet they do have downsides, and they add substantially to the transaction costs of outsourcing. Based on a large survey of organizations engaged in IT outsourcing, this paper established that developing detailed SLAs did improve cost and service outcome, and that clients who met with vendors more frequently to renegotiate service levels reported greater outsourcing success. The research also established that benchmarking both before outsourcing commences, and once the outsourcing contract is in place, led to improvements in cost and service outcomes. Benchmarking during the outsourcing contract had the greatest effect, accounting for 10% of the variance in a success vector that included strategic, technical, cost-related and service outcomes plus an overall evaluation of satisfaction and value.
ISBN 9889855437
9789889855437
Language eng
Field of Research 150313 Quality Management
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005784

Document type: Conference Paper
Collection: Deakin Graduate School of Business
Connect to link resolver
 
Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved.

Versions
Version Filter Type
Access Statistics: 885 Abstract Views, 0 File Downloads  -  Detailed Statistics
Created: Mon, 07 Jul 2008, 09:54:12 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.