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Dissertations / Theses on the topic 'Service Outsourcing'
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Cveková, Petra. "Outsourcing služeb." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-81938.
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The theoretical part of the master's thesis provides a wide range of information about outsourcing as such -- it covers it's history, definitions and specifications of the basic terms and a legal view on the issue. It also includes a list of services which could be outsourced and divides outsourcing according to the subject. The practical part of the master's thesis analyses the Czech market. It is based on a survey, which deals with many issues already mentioned in the theoretical part. The analysis is performed by both parties to the contract, which means both the user (recipient) and the provider of outsourcing services.
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Xiong, Huijun. "Secure Data Service Outsourcing with Untrusted Cloud." Diss., Virginia Tech, 2013. http://hdl.handle.net/10919/23191.
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Outsourcing data services to the cloud is a nature fit for cloud usage. However, increasing security and privacy concerns from both enterprises and individuals on their outsourced data inhibit this trend. In this dissertation, we introduce service-centric solutions to address two types of security threats existing in the current cloud environments: semi-honest cloud providers and malicious cloud customers. Our solution aims not only to provide confidentiality and access controllability of outsourced data with strong cryptographic guarantee, but, more importantly, to fulfill specific security requirements from different cloud services with effective systematic ways.<br /><br />To provide strong cryptographic guarantee to outsourced data, we study the generic security<br />problem caused by semi-honest cloud providers and introduce a novel proxy-based secure data outsourcing scheme. Specifically, our scheme improves the efficiency of traditional proxy re-encryption algorithm by integrating symmetric encryption and proxy re-encryption algorithms. With less computation cost on applying re-encryption operation directly on the encrypted data, our scheme allows flexible and efficient user revocation without revealing underlying data and heavy computation in the untrusted cloud.<br /><br />To address specific requirement from different cloud services, we investigate two specific cloud services: cloud-based content delivery service and cloud-based data processing service. For the former one, we focus on preserving cache property in the content delivery network and propose CloudSeal, a scheme for securely and flexibly sharing and distributing content via the public cloud. With the ability of caching the major part of a stored cipher content object in the delivery network for content distribution and keeping the minor part with the data owner for content authorization, CloudSeal achieves security and efficiency both theoretically and experimentally. For the later service, we design and realize CloudSafe, a framework that supports secure and efficient data processing with minimum key leakage in the vulnerable cloud virtualization environment. Through the adoption of one-time cryptographic key strategy and a centralized key management framework, CloudSafe efficiently avoids cross-VM side channel attack from malicious cloud customers in the cloud. Our experimental results confirm the practicality and scalability of CloudSafe.<br /><br>Ph. D.
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Weimer, Gero. "Service reporting im Outsourcing-Controlling : eine empirische Analyse zur Steuerung des Outsourcing-Dienstleisters." Wiesbaden Gabler, 2009. http://bvbr.bib-bvb.de:8991/F?func=service&docl̲ibrary=BVB01&docn̲umber=018673548&linen̲umber=0001&funcc̲ode=DBR̲ECORDS&servicet̲ype=MEDIA.
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Weimer, Gero. "Service reporting im Outsourcing-Controlling eine empirische Analyse zur Steuerung des Outsourcing-Dienstleisters." Wiesbaden Gabler, 2008. http://d-nb.info/992162572/04.
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Nordin, Fredrik. "Externalising services : walking a tightrope between industrial and service logics." Doctoral thesis, Handelshögskolan i Stockholm, Management av Innovation och Produktion (T), 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hhs:diva-526.
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The externalisation of services and the adoption of service logic are topics that have received increasing attention recently, both among academics and practitioners. Whereas the adoption of service logic is associated with approaching the customer through various sorts of services and solutions, the externalisation essentially means leaving part of the customer interface to an external firm. However, empirical research focusing on such externalisation projects is lacking. This thesis addresses this gap by exploring problems encountered during the externalisation of basic product services at an industrial firm that is also adopting service logic. The thesis integrates several cross-sectional, retrospective, and longitudinal case studies. The studies were conducted at different point in time over more than three years at SysCo – the fictitious name of an industrial firm adopting service logic and externalising basic services, and also the employer of the author of this thesis at the time of the study and many years before. The thesis consists of five papers and an integrated synthesis, discussion and extension. One conclusion of the research is that unless the change approach and the problems encountered during the externalisation are taken seriously, the externalisation may be difficult to effectuate. A fundamental reason for this is that the simultaneous and complex adoption of service logic influences the externalisation and makes it more difficult to plan and carry out in a linear and top-down manner. The thesis contributes with knowledge about externalisation problems and their sources. Externalising services may be likened with walking a tightrope between industrial and service logics. The thesis contains advice that may guide managers responsible for such balancing acts.<br>Diss. Stockholm : Handelshögskolan, 2005
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Klečacká, Tereza. "Outsourcing účetnictví." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-15801.
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This thesis gives a complex view on accounting outsourcing, deals with the outsourcing process from its beginning (condition of collaboration, making of contract), through collaboration to its possible ending. This work defines outsourcing, indicates the main advatages, disadvatages and arguments for its using. The main object of thesis is mainly practical side of accounting outsourcing and providing of first quality accounting services.
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Charles, Lowell. "Outsourcing IT Services and service level agreements in South Africa's retail sector." Thesis, University of Cape Town, 2004. http://hdl.handle.net/11427/6758.
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Bibliography: leaves 81-88.<br>This research project is an attempt at examining the state of outsourcing IT services and the use of Service Level Agreements (SLAs) amongst the large retailers of South Africa. Questionnaires were sent to all the large retailers, and various respondents from these organisations provided information regarding their involvement with outsourcing IT services and experience with the use of SLAs. The hypotheses for this research aimed to investigate the following; • Which IT services were outsourced, and which were most likely to be outsourced amongst large South African retailers; • Whether outsourcing IT services has given South African retailers a competitive advantage; • Whether SLAs have been used in conjunction with outsourcing IT Services; and • What changes should be made to SLAs to make them more useful when outsourcing IT Services. The findings from this research suggest that 94% of the large retailers in South Africa were involved in outsourcing parts of their IT services. These services were mainly deployment and management of networks, application development and systems maintenance, and support/helpdesk services. Thirty six percent of respondents believed outsourcing had given them a slight competitive edge, while 6% had experienced a substantial competitive advantage. Furthermore, more than 50% of the large retailers used Service Level Agreements (SLAs) when outsourcing their IT services. The most significant change suggested for SLAs is to have better measurement metrics, so as to provide a clearer understanding of what services has been performed by the parties involved.
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Hou, Huiying, and 侯慧莹. "An examination of facilities management service outsourcing relationships." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2013. http://hdl.handle.net/10722/193428.
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Facilities management (FM) is a fast emerging industry and a field that deserves a far greater degree of academic inquiry. The common practice of FM service outsourcing and the lack of a theoretical unpinning create a gap in the field of FM. This study is initiated by the phenomena in FM service outsourcing: the frequent change in service providers appears to be common in FM service outsourcing. This urges a study on the outsourcing relationship in the field of FM.
The issues that influence FM service outsourcing relationships vary according to different economic climates, organizational resources, FM service characteristics, etc. This study aims to investigate FM service outsourcing relationships from human interaction perspective as humans are regarded to be an important element in FM service outsourcing relationships.
From a human interaction perspective, this study sheds lights on the relationship factors and their manifestation. Previous studies on outsourcing have developed a series of relationship factors that influence outsourcing relationships. However, the significance of these relationship factors varies according to different types of outsourcing relationships. In addition, the manifestation of relationship factors is not sufficiently elaborated in those studies. According to social exchange theory, relationship factors are defined as norms that reflect the influential attributes of a relationship or characteristics of the outsourcing process. Therefore, it is postulated that trust, openness, flexibility, coordination, cooperation and integration are influential relationship factors that affect FM service outsourcing relationships with support of social exchange theory.
To test the hypothesis, empirical studies had been carried out within the Hong Kong Facilities Management Industry. Qualitative research approach was adopted in the empirical studies – in-depth interviews and case studies were conducted. Findings reveal that trust, openness, flexibility, coordination, cooperation and integration are significantly reflected in the interviews with FM managers. The manifestation of relationship factors is correlated with each other. It is found that trust, openness and flexibility manifest themselves through the process of coordination, cooperation and integration. The empirical results of this study have highlighted significant issues for FM service outsourcing and provided profound implications for FM managers in managing FM service outsourcing relationships.<br>published_or_final_version<br>Real Estate and Construction<br>Doctoral<br>Doctor of Philosophy
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Schwantuschke, René. "Entscheidungsfindung für IT-Outsourcing Grundlagen, Kosten und Nutzen." Saarbrücken VDM, Müller, 2007. http://deposit.d-nb.de/cgi-bin/dokserv?id=2918699&prov=M&dok_var=1&dok_ext=htm.
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Maloba, Ngako Daniel. "Outsourcing : a business model to improve municipal service delivery." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/6173.
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Thesis (MBA (Business Management))--Stellenbosch University, 2008.<br>ENGLISH ABSTRACT: This study report concerns service delivery issues at municipal level which have emerged as areas of critical concern as far as they affect consumers of municipal services, interest groups and government as a whole. Background to investigation. The need to investigate the service delivery challenges at municipal level arose out of multiple newspaper reports reflecting on lack of satisfaction from end-users and authorities regarding quality of delivery. Organizations such as South African Local Government Association (SALGA) and South African National Civic Organization have both commissioned assessment of municipal service delivery performances, and the reports drafted thereof were both critical and unimpressive. Based on these reports, the author recognized the need to investigate the reasons for poor service delivery and to test the idea of adopting outsourcing as a complementary mechanism to the delivery of services that are currently being employed. Procedure used. The information gathering for this investigation was done by means of structured interviews with municipal managers and senior officials in the administration. Provinces which were covered in the study include Limpopo, Gauteng, and North West. Although it was desirable to include more provinces in the study, it was however not feasible owing to limited resources available. Related literature was examined to further enhance insight in the subject and also to search for added potential solutions to the service delivery problem. Results of investigation. The findings reveal that primary barriers to quality service delivery are lack of sufficient municipal capacity; shortage of skilled workers; budgetary constraints; lack of effective management systems to ensure that, when a service is sourced from outside, competent service providers are appointed and their performance satisfy and exceed expectation and requirements. The root causes to these service delivery challenges are, among other things, a consequence of economic development which stimulates demand for skilled workers in the private sectors, and limited resources in the coffers of government. To compound the challenges, municipalities are unable to attract, develop and retain the quantities and qualities of skilled workers they need, owing to the uncompetitive pay packages they offer. Literature has revealed that legislature, in the form of Municipal Systems Act, make provision for municipalities to explore service delivery mechanisms in order to supplement internal means (Municipal Systems Act, 32 of 2000). Conclusion. From the results and findings the following conclusions can be drawn: Owing to the present demand for service delivery and the inability of municipalities to build sufficient internal capacity, alternative mechanisms such as outsourcing, must be explored and employed. In addition, there is, however, a great need for management systems and structures to be established or upgraded to ensure that mileage from external service providers is maximized. Recommendation. Following the results of the investigation and the conclusion made, the following actions can be recommended: • Assess service delivery capabilities and identify gaps. • Establish service needs and requirements that can be sourced externally. • Set up robust management systems and support structures to ensure that outsourcing initiatives are guaranteed to be successful.<br>AFRIKAANSE OPSOMMING: Hierdie studieverslag het betrekking op munisipale diensleweringskwessies - 'n gebied wat sorgwekkende afmetings aanneem in die opsig dat verbruikers van munisipale dienste, belangegroepe en die regering as 'n geheel daardeur geraak word. Agtergrond van die ondersoek. Die behoefte aan 'n ondersoek na die uitdagings ten opsigte van dienslewering op munisipale vlak spruit uit verskeie koerantberigte wat die gebrek aan tevredenheid van eindgebruikers en owerhede aangaande die gehalte van dienslewering reflekteer. Organisasies soos die Suid-Afrikaanse Vereniging vir Plaaslike Regerings (SALGA) en die South African National Civic Organisation het beide die assessering van munisipale diensleweringsprestasies gelas. Die verslae wat hierna opgestel is, was krities en onindrukwekkend. Die outeur het, gebaseer op hierdie verslae, twee behoeftes geeien: die behoefte aan 'n ondersoek na die redes vir die swak diensverskaffing geeien, en die behoefte aan die uitkontraktering, soos wat tans aangewend word, as 'n aanvullende meganisme tot dienslewering. Die prosedure wat gevolg is. Die insameling van inligting vir hierdie ondersoek is gedoen deur gestruktureerde onderhoude met munisipale bestuurders en senior amptenare in die administrasie. Provinsies wat by die ondersoek betrek is, is Limpopo, Gauteng en Noordwes. Alhoewel dit wenslik is om meer provinsies in te sluit, was dit weens beperkte beskikbaarheid van hulpbronne nie uitvoerbaar nie. Verwante literatuur is geraadpleeg om verdere insig in die onderwerp te verkry en ook om bykomende moontlike oplossings te vind vir die probleem van dienslewering. Resultaat van die ondersoek. Die bevindinge dui daarop dat die primere struikelblokke in die pad van gehalte dienslewering die volgende is: gebrek aan munisipale bekwaamheid, tekort aan geskoolde werkers, beperkte begrotings, en 'n gebrek aan effektiewe bestuursisteme wat kan verseker dat, indien 'n diens uitgekontrakteer word, bekwame diensverskaffers aangestel word en dat hulle werksverrigting bevredigend is en verwagtinge en vereistes oortref. Die grondoorsaak vir hierdie uitdagings in dienslewering is o.a. die gevolg van ekonomiese ontwikkeling wat die aanvraag na geskoolde werkers in die privaatsektor stimuleer en hulpbronne in die staatskas beperk. Wat die uitdaging verder vergroot, is dat munisipaliteite, as gevolg van die onkompelerende besoldigingspakkette wal hulle aanbied, nie in staat is om die kwantiteit of kwaliteit geskoolde werkers wat hulle benodig te trek, ontwikkel of te behou nie. Literatuur het aan die lig gebring dat wetgewing, in die vorm van die Wet op Munisipale Rade, voorsiening daarvoor maak dat munisipaliteite diensverskaffingsmeganismes ondersoek ten einde interne vermoens aan te vul. Gevolgtrekking. Die volgende gevolgtrekkings kan afgelei word uit die resultate en bevindinge van die ondersoek: Te wyte aan die huidige aanvraag vir dienslewering en die onvermoe van munisipaliteite om voldoende interne bekwaamheid op te bou moet alternatiewe meganismes soos uitkontraktering ondersoek en aangewend word. Daar is egter ook 'n dringende behoefte dat bestuursisteme gevestig of opgegradeer word ten einde te verseker dat maksimale insette verkry word van eksterne diensverskaffers. Aanbevelings. Die volgende optrede word aanbeveel na aanleiding van die uitkoms van die ondersoek en die gevolgtrekking waartoe gekom is: • Assesseer die geskiktheid van dienslewering en identifiseer die leemtes. • Stel vas watter diensbehoeftes en -vereistes suksesvol uitgekontrakteer kan word . • Vestig kragtige bestuur- en ondersteuningsisteme om te verseker dat uitkontrakteringsinisiatiewe gewaarborg is om suksesvol te wees.
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Nehme, Jalal, Marcus Persson, and Shahrouz Lahiji. "How can ITIL influence IT outsourcing." Thesis, Jönköping University, JIBS, Business Informatics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12500.
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<p>The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:</p><p>“What are ITIL’s effects on IT Outsourcing implementation?”</p><p>The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way.</p><p>The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.</p>
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Simon, Dirk F. W. "Strategisches Outsourcing /." Berlin : Dissertation.de, 2005. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=013180191&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Pereira, Luís Filipe Xavier. "Information systems security outsourcing key issues: a service providers’ perspective." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/3080.
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Mestrado em Gestão de Sistemas de Informação<br>There is a perception that information systems security outsourcing, in spite entailing a relationship between a client and one or more providers, tends to be studied and analysed from the perspective of the client. A gap is then believed to exist in the study of the information systems security outsourcing relationship from the point of view of the service provider. This research aims to identify the key issues of such a relationship from the perspective of the service provider and rank them according to their importance. The Delphi method was used to support the communication with the group of experts contributing to this research as well as to boost consensus within the group. Final interviews with participants were also conducted with the aim of reaching deeper into their opinions and to shed a brighter light over the results of the Delphi. A ranked list of the 13 most important key issues found is presented and discussed and propositions for further work are put forward in the wake of the study.
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Ozianyi, Gavole Vitalis. "Network sharing through service outsourcing in inter-domain IMS frameworks." Doctoral thesis, University of Cape Town, 2010. http://hdl.handle.net/11427/12214.
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Includes abstract.<br>Includes bibliographical references (leaves 161-167).<br>Resource sharing can be used as a short-term solution to the imbalance between the supply and demand of network resources. Resources sharing enables operators to provide services to their subscribers using networks belonging to other operators. Resource sharing in mobile networks is increasingly becoming an option for operators to provide service to their subscribers. In this thesis we explore a mechanism for sharing access network resources that utilises negotiable short-term Service Level Agreements (SLA) that can easily adapt to changing network conditions. Through this mechanism operators of resource constrained networks may use near real time dynamic SLAs to negotiate network access services for their subscribers. We refer to this form of resource sharing as 'Service Outsourcing'.
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Ostrowski, Romuald, and n/a. "Outsourcing the human resource development function in the Australian Public Service." University of Canberra. Professional & Community Education, 1999. http://erl.canberra.edu.au./public/adt-AUC20060823.170859.
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The Howard Government has made public its agenda to significantly reform the
Australian Public Service (APS). It has presented its vision for a highly efficient
APS which is globally competitive by being customer focused, and by
benchmarking best practice in organisation management. Outsourcing of a
range of internal functions is but one of the strategies Commonwealth agency
Chief Executive Officers are applying or considering to apply in achieving the
Government's vision for a reformed APS.
When examining functions to be outsourced within Commonwealth agencies it
seems that many senior managers see benefits in outsourcing a range of
corporate support functions. Such support functions, which are considered as
potentially being undertaken by private sector vendors, generally include
property management, financial management, payroll services, records
management, human resource management (HRM) and human resource
development (HRD).
In view of the varying impacts different functions have on an organisation it
would be rational to consider the implications of outsourcing each function
separately. All functions are complex and have their own specific impacts on
the organisation. In its own right HRD has a significant impact on an
organisation in that it develops and trains employees, initiates and delivers a
range of interventions to improve performance and brings about a desired
corporate culture.
The idea of outsourcing the HRD function presents an interesting topic for
study. Recent APS reforms, which include outsourcing strategies, provide an
opportunity to examine the practice of outsourcing the HRD function within
selected Commonwealth agencies.
Outsourcing the HRD function, within the Commonwealth context, raises two
basic questions:
· What factors need to be considered before deciding to outsource (or not
outsource) the HRD function?
· What factors do managers within selected Commonwealth agencies
consider before arriving at a decision to outsource the HRD function?
In essence this study seeks to review how HRD and outsourcing generally
apply to the APS. It also critically examines the outsourcing of the HRD
function in certain Commonwealth agencies, and the implication this could have
for ongoing people and organisation development.
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Hamidi, Maryam. "Game-Theoretic Contract Models for Equipment Leasing and Maintenance Service Outsourcing." Diss., The University of Arizona, 2016. http://hdl.handle.net/10150/612116.
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There is a major trend that manufacturers sell their services to customers instead of selling their products. These services can be provided through leasing, warranty, or maintenance outsourcing. In this dissertation, we have studied leasing and maintenance outsourcing services from different aspects of reliability-based maintenance, game-theoretic decision making, and inventory and supply chain management. We have studied how different interactions and relationships between the manufacturer and customer in service contracting affect the decisions they make and the profits they gain. The methods used to tackle the related decision-making processes are stochastic modeling, non-convex optimization, game-theoretical framework, and simulation. For equipment leasing, two non-cooperative game-theoretic models and a cooperative model have been developed to describe the relationships between the manufacturer (lessor) and customer (lessee). Through the lease contracts, the lessor decides on the maintenance policy of the leased equipment, and the lessee decides on the lease period and usage rate. In the non-cooperative simultaneous move scenario, the lessee and the lessor act simultaneously and independently to make their decisions. In the leader-follower non- cooperative contract, the lessor is the leader who specifies the maintenance policy first, and the lessee, as the follower, decides on the lease period and usage rate accordingly. We have next determined the total maximum profit and shown that the Nash and Stackelberg equilibria are different from the total maximum solution. As a result, the players can increase their total profit by cooperation. We have implemented the cooperative solution as an equilibrium through a nonlinear transfer-payment contract. Our results illustrate that cooperation can be regarded as a value-added strategy in establishing such lease contracts. Besides, our numerical results show that although cooperation always increases the total profit of the players, the magnitude of increase is case specific. When the lease price is low or the revenue is high, the profits in the non-cooperative contracts will be close to the cooperative alternative, while the cooperation may increase the total profit significantly in other cases. For maintenance outsourcing, we have studied different bargaining scenarios in determining the contract terms. First, we have considered the Nash bargaining solution to compute the bargaining profit of players. Next, we have considered the case where players pose threat against each other in order to increase their own bargaining position. We have determined the optimal threat strategy for each player. Our result shows that although such threatening decreases the efficiency of the contract, it can dramatically increase the profit of the player with a higher bargaining position. We have finally provided a solution to the problem of how the service agent and customer can cooperate and negotiate on the price. We have determined the discounted price as a result of negotiation. Indeed, the discounted price induces the customer to choose the total maximum maintenance policy. Our numerical examples illustrate the feasibility of using such a price-discount contract in maintenance service outsourcing. Moreover, one can see that both the customer and agent can benefit from this price-discount contract.
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Dong, Ming. "Capability Development of Chinese Service Firms : The Case of IT and Business Process Outsourcing Service Providers." Thesis, University of Brighton, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.523433.
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Sakhuja, Sumit. "Analysis of forecasting, outsourcing and social network issues in service supply chains." Thesis, IIT Delhi, 2015. http://eprint.iitd.ac.in:80//handle/2074/8178.
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Mabaka, Perez Danny. "Employee perceptions on service quality at a selected outsourcing company in Cape Town." Thesis, Cape Peninsula University of Technology, 2019. http://hdl.handle.net/20.500.11838/3014.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2019<br>Over the last decade, business process outsourcing (BPO) has become increasingly important in the South African context. For economic and strategic reasons, organisations have embraced an outsourcing strategy as one of their core activities in order to be competitive in the business arena. On this matter, the standard of services delivered by BPOs is crucial to achieve customer satisfaction. However, the lack of effective quality management practices, which impact on service delivery negatively, ultimately paves the way for customer dissatisfaction with service quality in BPOs. This issue needs to be considered carefully by BPOs. Thus, this study has investigated employee perceptions in relation to the key measurements for service quality, namely reliability, responsiveness, assurance, empathy and tangibles through the SERVQUAL model to measure the quality of service delivery at a BPO in Cape Town, South Africa.
A quantitative research method was applied and data were collected through a semi-structured survey questionnaire from the group of employees (n=188) at the selected BPO in Cape Town. The statistical software program SPSS Version 25 and Microsoft Excel were used for data analysis. Descriptive statistical results were generated as well as the validity and reliability of the dataset determined.
The research findings revealed that the key factors to which particular attention needs to be given are reliability, responsiveness, assurance and empathy. It is revealed that it is imperative for the BPO to intensify continual training and skills development for their employees. Given the findings of these key factors as focus areas for good practice, this study has drawn special attention to the selected BPO and other BPOs in the South African context to advance their service quality to maintain their services up to standard and to remain competitive. The research could benefit BPOs in South Africa and Africa in general as more and more companies are outsourcing their services on the continent.
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Kollár, Martin. "Outsourcing tiskových služeb a řízení ICT služby." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223047.
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In my thesis, I will focus on outsourcing the way it may be applied from global perspective. I will precisely define specific types of outsourcing, it`s versatility and summarize current trends in outsourcing business. Besides outsourcing, focus has also been put on managed service known as managed ICT services. Looking into these, particular interest is given to outsourcing of printing services and managed desktop services. As a result, deep dive into current situation of a concrete company was done, listing analysis of actual printing devices and desktop devices, ending with closing summary recommending the best way to implement new solution and smart ways of financing.
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Hotz, Anja. "Der IT-Outsourcingvertrag." St. Gallen, 2008. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/03603529004/$FILE/03603529004.pdf.
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HerrNeckar, Adam D. "Enterprise Management Software Approaches for Economical Selective Outsourcing by Managed Service Providers." NSUWorks, 2008. http://nsuworks.nova.edu/gscis_etd/583.
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Organizations of all types and sizes are increasingly dependent upon reliable network interconnectivity for facilitating information exchange in a global economy. Given the expanding mix of technologies and complexity of networked environments, companies frequently struggle to contain rising operational costs, optimize resource effectiveness, and retain focus on strategic objectives. Selectively outsourcing network services and computer infrastructure provides organizations with an alternative strategy to increase efficiency, improve financial performance, and become more competitive. A symbiotic arrangement is subsequently formed when the outsourcing vendor, also termed the managed service provider (MSP), is able to economically satisfy the unique needs of each customer.
A fundamental problem for the MSP involves effectively and efficiently balancing individual customer needs and requirements within the existing set of base services to remain economically viable. More specifically, the existing set of base services and processes must be capable of delivering exponential value to enable management of evolving technologies. The MSP forms a critical advantage by supporting an operational environment comprised of software applications that are relevant, accurate, economical, timely, and reliable to facilitate proven processes and meet customer service level agreements (SLAs).
The goal of this research was to propose an economically bounded software engineering framework and proof-of-concept monitoring application suite for effective, efficient, and extensible network management automation. A mixed methods research approach was based on the survey of secondary marketing data representing 42 commercial and open source management solutions. The findings were synthesized with the literature to describe management capabilities supporting converged networks.
Additionally, software prototypes were developed to demonstrate strategic elements of the enterprise management system. Finally, quasi-experiments of eight management queries indicated significant differences between communication protocols when responding to a similar request.
The results indicated that no single protocol was efficient and effective in satisfying the needs of enterprise management under all conditions. The author recommended careful selection and assessment of each management query to optimize the ability for the MSP to economically scale while meeting customer expectations. Further, the MSP should be capable of providing adaptable monitoring mechanisms, and encourage the use of exception-based and publish/subscribe data acquisition.
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Free, Alex. "Workplace selves, interactive service work and outsourcing : labour in Kenya's call centres." Thesis, London School of Economics and Political Science (University of London), 2015. http://etheses.lse.ac.uk/3135/.
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The consequences for workers of the expansion of interactive service work in Nairobi, Kenya, are explored in this thesis. I investigate workplace power relations as forms of control that are implicated in managerial strategies by examining workers' experiences in the call centre sector. The Foucauldian-inspired conceptual framework for this study privileges workplace selves, enabling a focus on how call centre agent conduct is problematized by management. The empirical part of the study uses a multimethod approach that includes interviews, workplace observations and a questionnaire. The empirical analysis demonstrates that while management tends to approach in-house or captive agents as low-status subordinate selves, business process outsourcing (BPO) agents are best regarded as flexible selves, owing to their selectively autonomous working roles and the relative insecurity of their work. As a ‘development’ project, the BPO sector is shown to have a mixed record with respect to agent livelihoods. It has given rise to new opportunities for workers but without providing stable employment. Examining the rationalities underpinning workplace control, my analysis indicates that captive agents can be understood as being subject to a rationality of directed conduct, while their BPO counterparts are more likely to be managed according to a rationality of strategic egalitarianism. Consequently, BPO agents are shown to be implicated in a relatively more complex configuration of workplace power relations than captive agents, with the result that they tend to speak more favourably about work that they also depict as onerous. The empirical analysis provides a basis for advancing theoretical understanding achieved by introducing novel concepts, the most important of which concern modes of workplace 'subjectification': comprehensive observation, selfproblematization and recognizing individualism. These help to position the analysis of managerial strategies in a way that neither regards agents as fully empowered nor assumes worker exploitation as the main outcome. The study demonstrates how management endeavours to oversee the intensive monitoring of conduct while also securing agents' commitment to their roles by providing fulfilling workplace experiences.
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Azzi, Anna. "Logistics and service outsourcing: advanced models and tools for supply chain mapping." Doctoral thesis, Università degli studi di Padova, 2012. http://hdl.handle.net/11577/3422502.
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The present Ph.D. thesis comes from the consideration that distribution networks and logistics networks urgently require new and efficient logistics management strategies to preserve their competitiveness, increase the level of organization and control the increase of system complexity, at the same time. The research explores the fundamental theories concerning Distribution Network Optimization in the presence of Logistics Outsourcing and analyzes the complexity of Supply Networks with a quantitative approach, by proposing new techniques to study specific aspects of a complex logistics network and emphasizing the importance and the need for new systemic approaches in the development of these particular disciplines.
The main objectives of the present thesis are:
1. Demonstrate the effectiveness of a new theoretical model of Supply Network Analysis (SNA), derived through a multidisciplinary approach, to study logistics networks, whose basic principles are borrowed from the information theory (Shannon) and the ecological systems theory (Ulanowicz).
2. Show how the design of efficient and durable Supply Networks should be supported by appropriate mathematical models and not only semi-quantitative procedures.
3. Analyze the performance of a Supply Network in the presence of logistics and service outsourcing, with deep insight into the role and the strategic impact of the service providers involved.
4. Develop and validate a new and integrated model for Network Analysis using virtual case instances and real case studies, based on the concept of "information entropy" (Shannon, 1948) and entropic complexity indexes derived by ecology, as a tool that supports mapping and rating activities of a logistics network, decision-making, alternative scenarios analysis and design and reengineering of supply chains.
These accomplishments are associated with an appropriate software application.
This work, conducted with a profitable interdisciplinary collaboration with the Department of Ecology and Evolution at the University of Chicago, is devoted to investigate goods distribution in supply networks, especially characterized by logistics outsourcing, and to develop better theories on the supply network mapping problem and its application to industrial contexts.<br>La presente tesi di dottorato nasce dalla convinzione che le reti distributive e i network logistici richiedano urgentemente nuove ed efficienti strategie di gestione per preservare la loro competitività, aumentare il livello di organizzazione e controllare al tempo stesso l’incremento di complessità dei sistemi. La ricerca analizza le teorie fondamentali riguardanti l’ottimizzazione dei network distributivi (Distribution Network Optimization) in presenza di outsourcing logistico (Logistic Outsourcing) e affronta l’analisi della complessità di un Supply Network (Supply Network Complexity Analysis) con approccio quantitativo, proponendo nuove tecniche per studiare aspetti peculiari di una rete logistica complessa e sottolineando l’importanza e la necessità di nuovi approcci sistemici per favorire lo sviluppo futuro di queste discipline.
Il lavoro si pone quattro obiettivi principali:
1. Dimostrare l’efficacia di un approccio metodologico di tipo multi-disciplinare allo studio delle reti logistiche, sviluppando efficacemente i principi di base derivanti dalla teoria dell’informazione (Shannon) e dalla teoria dei sistemi ecologici (Ulanowicz).
2. Mostrare come la progettazione di Supply Network efficienti e longevi da un punto di vista logistico debba essere supportata da modelli matematici adeguati e non soltanto da procedure semi-quantitative.
3. Analizzare la performance del Supply Network in presenza di outsourcing di servizi e attività logistiche, comprendendo a fondo il ruolo e l’impatto strategico dei service providers appartenenti alla rete.
4. Sviluppare un nuovo modello organico e integrato di Network Analysis (supportato da un adeguato strumento di calcolo) e validarlo mediante casi studio reali. Il modello, basato sul concetto di “entropia dell’informazione” (da Shannon, 1948) e sulle misure entropiche della complessità delle reti, risulta uno strumento in grado di supportare le attività di mappatura e rating di una rete logistica, coadiuvando così il decision making, l’analisi di scenari alternativi e il supply chain mapping e reengineering.
Questi traguardi sono associati allo sviluppo di un opportuno strumento di calcolo per l’applicazione del modello teorico.
Il lavoro di ricerca è stato sviluppato grazie ad un’efficiente collaborazione interdisciplinare con il dipartimento di Ecologia ed Evoluzione dell’università di Chicago e, fin dall’inizio, si è posto l’obiettivo di investigare i flussi logistici caratteristici di un Supply Network in presenza di outsourcing della logistica e, più in generale, di fenomeni di integrazione e centralizzazione di rete, apportando un’innovazione sia nella base teorica riguardante la progettazione dei network logistici, sia nella conseguente applicazione pratica in contesti industriali a noi contemporanei.
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Alisic, Senadin, Eirini Karapistoli, and Adis Katkic. "Key Drivers for the Successful Outsourcing of IT Services." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-4809.
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Background: Services are without doubt the driving force in today’s economies in many countries. The increased importance of the service sector in industrialized economies and its productivity rates are testified by the fact that the current list of Fortune 500 companies contains more service companies and fewer manufacturing companies than in previous decades. Many products today are being transformed into services or have a higher service component than previously. In the development of this increasingly important bundling of services with products, outsourcing and offshoring play a key role. Companies have been outsourcing work for many years now appointing the latter a well-established phenomenon. Outsourcing to foreign countries, referred to as offshoring, has also been fuelled by ICT and globalization, where firms can capitalize on price and cost differentials between countries. Constant improvements in technology and global communications virtually guarantee that the future will bring much more outsourcing of services, and more specifically, outsourcing of IT services. While outsourcing and offshoring strategies play an important role in IT services, we would like to investigate the drivers that affect the successful outcome of an offshore outsourcing engagement. Purpose: The principle aim of the present study is therefore twofold: a) to identify key drivers for the successful outsourcing of IT services seen from the outsourcing partner’s perspective and b) to investigate how the outsourcing partner prioritizes these drivers.<br>Tel: +46 767864795
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Schroeder, Fabian. "Erfolg von Outsourcing die Informations-Verarbeitungs-Struktur als wesentlicher Erfolgsfaktor." Hamburg Kovač, 2005. http://www.verlagdrkovac.de/3-8300-2202-6.htm.
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Chan, Wai-keung Jimmy. "Outsourcing public service delivery a study of public estate management in Hong Kong /." Click to view the E-thesis via HKUTO, 2004. http://sunzi.lib.hku.hk/hkuto/record/B31967462.
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Koh, Younggyun. "Kernel service outsourcing: an approach to improve performance and reliability of virtualized systems." Diss., Georgia Institute of Technology, 2010. http://hdl.handle.net/1853/34700.
Full textAbstract:
Virtualization environments have become basic building blocks in consolidated data centers and cloud computing infrastructures. By running multiple virtual machines (VMs) in a shared physical machine, virtualization achieves high utilization of hardware resources and provides strong isolation between virtual machines. This dissertation discusses the implementation and the evaluation of an approach, called kernel service outsourcing, which improves the performance and the reliability of guest systems in the virtualized, multi-kernel environments. Kernel service outsourcing allows applications to exploit OS services from an external kernel existing in the shared system, not limiting application OS service requests to the local kernel. Because external kernels may provide more efficient services than the local kernel does, kernel service outsourcing provides new opportunities with applications in the guest OS for better performance. In addition, we apply the kernel service outsourcing technique to implement natural diversity, improving the reliability of the virtualized systems.
We present two major benefits of kernel service outsourcing. First, we show that I/O service outsourcing can significantly improve the I/O performance of guest OSes by up to several times. In some important cases, the performance of network applications in the guest OS using network outsourcing was comparable to that of native OS (Linux). We also apply kernel service outsourcing between Windows and Linux, and show that kernel service outsourcing is viable even with two heterogeneous OS kernels. In addition, we study further performance optimization techniques that can be achieved in the external kernel when certain OS services are outsourced to the external kernel.
The second benefit of kernel service outsourcing is to improve system reliability through natural diversity created by the combination of different kinds of the OS kernel implementations. Because OS services can be outsourced to different versions or even heterogeneous types of OS kernel for equivalent functions, malicious attacks that aim to exploit certain vulnerabilities in specific versions of OS kernels would not succeed in the outsourced kernels. Our case studies with Windows and Linux show that kernel service outsourcing was able to prevent the malicious attacks designed to exploit implementation-dependent vulnerabilities in the OSes from becoming successful in the outsourced systems.
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Kreeger, Lisa Dell. "Inside outsourcing a grounded theory of relationship formation within a nascent service system /." [Yellow Springs, Ohio] : Antioch University, 2007. http://www.ohiolink.edu/etd/view.cgi?acc_num=antioch1193855111.
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Thesis (Ph.D.)--Antioch University, 2007.<br>Title from PDF t.p. (viewed August 4, 2008). Advisor: Elizabeth Holloway, Ph.D. "A dissertation submitted to the Ph.D. in Leadership and Change program of Antioch University in partial fulfillment of the requirements for the degree of Doctor of Philosophy May, 2007."--from the title page. Keywords: outsourcing, service provider, grounded theory, dimensional analysis, situational analysis, relationship formation Includes bibliographical references (p. 173-181).
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Chan, Wai-keung Jimmy, and 陳偉強. "Outsourcing public service delivery: a study of public estate management in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B31967462.
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Chow, Shek-wai, and 鄒錫偉. "An evaluation of the effect of shopping centre management outsourcing on service quality." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2006. http://hub.hku.hk/bib/B4516440X.
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Fiocco, Emily. "Outsourcing (In)Equity: Do Informal Government-Nonprofit Collaborations Lead to Inequitable Government Service?" Thesis, University of Oregon, 2017. http://hdl.handle.net/1794/22701.
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Local governments often rely on collaborations with nonprofit organizations to serve “underheard” communities. These collaborations are often resource-intensive, but not well-analyzed. I engage a case study of City of Eugene's efforts to create "Welcoming Parks" for its Latino community to analyze the effects of these collaborations on the equity of government services and policy outcomes. My analysis is based on qualitative analysis of interviews and observations conducted with government staff, nonprofit leaders, community advocates, and community members. It demonstrates that local governments' reliance on nonprofit collaborations to address the needs of their “underheard" communities can lead to inequitable service and policy outcomes. Rather, representation of “underheard” communities within government may be necessary to produce outcomes. This research paves the way for further empirical studies of informal government-nonprofit collaborations and provides suggestions regarding how local governments should work with their communities to achieve equitable service and policy outcomes.
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Penter, Kevan John. "Offshore Business Processing Outsourcing by Australian Enterprises to Service Providers Located in India." Thesis, Curtin University, 2018. http://hdl.handle.net/20.500.11937/69389.
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The primary research question for this PhD was: “What are the key factors that contribute to the success of offshore business process outsourcing (OBPO) by Australian and international organisations to service providers located in India and the Philippines?” A qualitative research design in the positivist paradigm was adopted, involving longitudinal case studies of five client companies. A primary contribution was identification of critical success factors for management of OBPO at the individual company level.
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Šebesta, Michal. "Management of IS/ICT with focus on ICT services outsourcing." Doctoral thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-261945.
Full textAbstract:
Research on outsourcing has been around for several decades, while recent evolution in the information systems discipline towards ICT service commoditization significantly changes the context of decision-making. Services that are available on-demand via the Internet allow organizations implementing functions they demand in a fraction of time. This trend represents a chance for organizations seeking to use advanced ICT services without a need of major investments. Problem is the current lack of guidelines and tools for managing ICT services and their outsourcing. Given the trends on the ICT service market, it is expected that much of the IT management in the future will encompass the ICT services and utilize service-level structures. Methods currently available are either too broad or encompass only small part of the whole problem. Ad-hoc or unsound decisions in this area might cause major complications in terms of quality, usability, integration, and consequently influence total cost of organizational IT. Organizations need to either revise existing models or propose and implement completely new models to manage their IS/ICT. This thesis deals with the management of IS/ICT with focus on the ICT services outsourcing. It discusses available sourcing models in the literature and links them to the various interconnected areas. Based on these areas, it presents an integrated view on IT outsourcing strategies. Most importantly the thesis proposes an original concept for decision-making about outsourcing of ICT services named the SOURCER framework. This approach utilizes the presented outsourcing strategies, and introduces a complex methodology and decision-making criteria that will assist organizations with selection of ICT services in order to maintain and manage a most suitable ICT service portfolio. The decision-making is based on four essential viewpoints: function, costs, time, and quality. These viewpoints are discussed, individually analyzed, and serve as a basis for further research. The whole framework is developed and validated according to Design Science Research Methodology (DSRM). Individual components are evaluated using a survey among a group of selected IT managers. Proof of concept is then established by a case study on framework use in a real organization. This case study covers strategy specification, business--IT alignment, specifying service architecture and its interconnections, outsourcing, and management of the ICT service portfolio.
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Castrigano, Renee M. "An empirical examination of relational governance and service capabilities on the success of professional service firms offshore outsourcing: The client perspective." Cleveland State University / OhioLINK, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=csu1401383571.
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Brandt, Maximilian. "Expanding the Global Footprint Market Entry of Indian Technology Service Companies in Europe /." St. Gallen, 2007. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/02607539002/$FILE/02607539002.pdf.
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Raubenheimer, Heike. "Kostenmanagement im Outsourcing von Logistikleistungen /." Wiesbaden : Gabler, 2010. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=018928049&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Yen-Wen, Chen, and 陳燕雯. "The Business Model of Business Processing Outsourcing Service - Printing Outsourcing Service." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/7rwmyv.
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碩士<br>國立臺北科技大學<br>經營管理系碩士班<br>106<br>The major goal of the company is to continuously create not only the highest revenue but also the highest profit. Within the goal, it could split it into two aspects: performance growth and cost control. Business process outsourcing is one of service which is generated by the major factor: cost control. Lots of companies transfer the non-core business processes and ser-vices to the professional outsourcing venders, through a systematic and cost saving process. Through professional vendors, it does commit the service level agreement to the end customer, and also the company can focus on the most important core business within itself. The print-ing outsourcing services is one of business processing outsourcing services, which means the major goal is also to maintain the core values and enhance the competitiveness for the compa-ny.
This study will be based on the analysis of the printing outsourcing service industry, sorting out the printing outsourcing market profile, outsourcing services, business model, fuzzy Delphi method. To design a questionnaire about the nine key elements related to the printing outsourcing service industry. At last, after the implementation of the fuzzy Delphi method, these domain experts obtain the key factors of the nine elements of this industry. To provide the business owner have the reference and key factors of the printing outsourcing ser-vice industry.
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Leal, Cláudio Miguel Ribeiro Guerreiro. "Outsourcing na Hotelaria: The Service." Master's thesis, 2019. http://hdl.handle.net/10400.26/29352.
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presente relatório tem por base o estágio curricular realizado na The Service, entre janeiro e fevereiro de 2019, destinando-se à conclusão do Mestrado em Gestão do Turismo e da Hotelaria da Universidade Europeia em Lisboa.
No relatório é apresentada uma revisão de literatura acerca das áreas de estudo do Turismo, da Hotelaria e do Outsourcing, tal como uma descrição e análise da The Service, enquanto organização, e das tarefas desenvolvidas durante o estágio.
O estágio foi realizado na área operacional da The Service, tendo sido incorporado na equipa como estagiário, participando com grau crescendo de importância nas decisões/ações da equipa. O objetivo principal do estágio centra-se na obtenção e aplicação de conhecimentos referentes à gestão de serviços, em Outsourcing, para o setor hoteleiro, nomeadamente no que concerne ao controlo e monitorização do serviço prestado.
Este documento encontra-se organizado em cinco partes. Na primeira parte é efetuada uma contextualização acerca do Turismo e Hotelaria em Portugal e no Mundo. Posteriormente, efetuou-se um enquadramento teórico acerca do conceito de Outsourcing. Na terceira e quarta partes apresentam-se a entidade de acolhimento, assim como a descrição do estágio e das respetivas atividades. O relatório termina com uma proposta de valor, tendo em conta o alinhamento entre os conhecimentos adquiridos, no curso e na empresa, e algumas considerações finais acerca do relatório e dos temas nele abordados.<br>This is a report of the curricular internship that took place at The Service, during the months of January and February 2019, with the purpose of completing the Master’s degreed in Tourism Management and Hospitality Management, at the European University in Lisbon.
This report is a literature review on the following areas: Tourism, Hospitality and Outsourcing. It also includes a description and analysis of The Service as an organization and the tasks developed during the internship.
This internship was held in the operational area of The Service. I was incorporated into the team as a trainee participating with a growing degree of importance in the decisions / actions of the team. The main objective of the internship was to obtain and apply, in the hotel sector, the knowledge related to management of outsourcing services, in particular regarding the control and monitoring of the services provided.
This document is organized in five parts. In the first part, a contextualization on Tourism and Hospitality in Portugal and in the World. Subsequently a theoretical framework about the concept of Outsourcing. In the third and fourth parts the host entity is presented as well as the description of the internship and its activities. The report ends with a value proposition, followed by the conclusions on the relationship between the knowledge acquired in the course and the reality of the company, and finally, some last considerations of the report and the topics it addresses.
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Bai, Hui-Ping, and 白暉平. "Repair Service Outsourcing and Quality Management." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/61792414408790514057.
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碩士<br>國立中央大學<br>企業管理學系碩士在職專班<br>97<br>This study base on TFT-LCD panel industry’s outsourcing repair service at Taiwan, and to explore the management of outsourcing repair service. TFT-LCD panel is Taiwan''s important industry, the service component which is including technical support for component and repair service for semi-finished products. This case study to explore the outsourcing repair service management, logistics support and quality management and audit for service party. Also include the service operation of repair service provider.
In response to industry and case study analysis, this study sorted out a number of studies found that the industry can do in the service with reference to the decision-making. From the study we drew the following conclusions:
1.Service management change cause by outsource repair service.
2.Vertical Integrated of TFT-LCD panel industry impact outsourcing repair service model
3.Material preparing model influence service quality.
4.Repair service quotation change reverse logistic operation
5.Warranty Pass-Through impact repair service model and quality
6.Industry have to review its status before decide to outsource repair service.
At present, there are many researches to analysis TFT-LCD panel industry; this is first time to do detail analysis for outsourcing repair service of Taiwan’s TFT-LCD panel industry.
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Liu, Chi-Chung, and 劉集中. "Customer Service Expert System of an IT Outsourcing Service Firm." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/97699369874012469539.
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碩士<br>朝陽科技大學<br>工業工程與管理系碩士班<br>99<br>The competitive environments that enterprises face become harsher and harsher. Enterprises have to not only consider the operating costs and profits, but also maintain the advantage of core competitiveness. Therefore, they have to go out and search for more efficient operation and management step by step, for the works of non-core competitiveness. Among the non-core competitiveness of enterprises, some or the entire information department functions can be reached easily through IT outsourcing service provider (ITOSP). It can solve the problems of the shortage of IT staffs of SMEs, the uneasy training to personnel, and so on.
With the advance in information technology, the categories of hardware and software become numerous, and the speed of updating are faster, too. When IT outsourcing service providers serve for their clients, they will face different kinds of enterprise networks and the information environments. Usually, they will encounter new problems and issues that they have never met before. Besides, traditional paper working cannot accumulate the experience of the experts and the customer services. Meanwhile, it is also hard to compile the special situation of each client and the limits of exceptional environmental factors, and this makes IT outsourcing service providers can’t give their clients appropriate advice and plans.
The main purpose of this study is to explore how the IT outsourcing service providers build a case based reasoning expert system for customer service. When customer services are searching solutions for references, they use K-Nearest Neighbor (KNN) Method to classify the problems of clients, raising the efficiency and the accuracy of searching the best solution.
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Pao-LiKuo and 郭寶麗. "Pricing Policy and Service Provision Game in IT Service Outsourcing." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/81987706938350401693.
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博士<br>國立成功大學<br>工業與資訊管理學系碩博士班<br>101<br>The provision and acquisition of IT services bring strategic
considerations to the client-vendor relationship in both private and public sectors. Multiple sourcing through service competition has been considered a helpful mechanism for clients to avoid outsourcing risks and elicit a higher level of IT service through vendor competition.
Previous studies of service competition have focused on the setting where a client possesses no preference towards the vendors, and hence little information regarding how service competition can benefit clients with vendor preference has been offered. This dissertation therefore aims to investigate a client's sourcing strategy by employing a two-stage service provision game in which two vendors, with asymmetric cost in service provision, are encouraged to compete for a client's outsourced demand, which is divided into two prearranged demand allocations. The demand allocation before service competition reflects the degree of the client's preference towards a vendor, while the demand allocation after service competition reflects vendor shares regarding the competition result. The client is a Stackelberg leader who determines
the outsourcing price in Stage 1, and the vendors are the followers who compete on service provision in Stage 2 through profit maximization.
The main focus of this research is firstly on characterizing how the client's vendor preference and the vendors' relative cost competitiveness influence the vendors' service provision and the client's price decision, and secondly on exploring how these two factors individually and jointly affect the vendors' service provision and the client's price decision and profit.
Finally, insights from the analysis of this study are provided into how the client can make decisions to maximize its profit.
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Chen, Allan, and 陳盛輝. "A Study of IS Outsourcing Service Quality." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/98905731227121129544.
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碩士<br>東吳大學<br>企業管理學系<br>85<br>In recent years, information systion outsourcing is thought
as one of the most important trend for importing information.
Although many literat-ures discussed with this subject, they all
focused on the decision of IS outsourcing and less researches
explored the service quality about vendors.Basing on the above
mentioned points, this thesis analyzes the service qua-lity of
the vendors and how satisfy the outsourcing firm is. We also
analyzethe correlation in advance. By means of exploring the
literature, we take PZB model and Network theory, and mail
survey method is used to conduct this research. After relat-tive
statistics analyzing, we find some conclusions as follows:1.
There were significant differences between perceptive service
quality and expectative service quality of ortsourcing firms.
2.There were significant differences between expectative service
quality of outsourcing firms and vendors'' perception of
outsourcing firms''expectative service quality.3.This study
ascribed the service quality of vendors to six chief items:
partnership concept, performance matching and guarantee,
security and part- icipation, tangible image, service support
and service category.4.there was significant regression
relationship between six chief items with total
satification.5.Different outsourcing extent, system
intergration, application development and maintenance, end user
support, number of IS employee, IS budget/total sales, IS
staff skill and professional knowledge, IS department''s
facilities have significant effects on the six chief items of
service quality.6.Different system intergration, firms''years,
Sales, IS budget/total sales, IS Staff skill and professional
knowledge have significant effects on total sat- ification.7.
There were significant correlations between total perception of
service qual- ity with total satification and six chidf items
of service quality with total satification.
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Chen, Kuo-Feng, and 陳國峰. "Service Quality Measurement on Information Security Outsourcing." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/00209095720413428262.
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碩士<br>華梵大學<br>資訊管理學系碩士班<br>95<br>Due to heavy dependence on Information Technologies and Internet in many business operations, Information Security has become one of the major concerns for enterprises. However, any factors, such as technology, personnel, equipment and cost, especially the requirement of security expert, have made businesses decided to outsource their information security activities.
Nevertheless, the situation of unable to control the quality of vendor’s service makes many enterprises hesitated in the decision of outsourcing their security tasks. It has become a common awareness in businesses to get higher service quality from their service providers. So it is a main topic for those security service providers to improve their service qualities.
In this highly competitive business environment, to provide high-quality service is a crucial factor to success. However, how to define service quality lies on the hands of customers. Although there are many researches on service quality in general and information service in specific, few studies were given on information security service quality.
In viewing of the situation, we develop a service quality model for outsourcing information security, based on the service quality model SERVQUAL and BS 7799 Standard. Questionnaire was developed and data was collected from companies outsourcing their security. To refining our model, we use a statistical recursive procedure and also use factor analysis to analyze data. The final service quality model has seven factors, including security, reliability, effectiveness, responsiveness, tangibles, technology-oriented, and empathy, and comprises 27 measurement criteria. We think not only can this service quality model provide enterprises guidelines in their strategies formulate on outsourcing their information security, also it can provide useful suggestions to information security service providers.
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Lin, Yow-Dar, and 林佑達. "A Research of Government IS Outsourcing Service Quality." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/57104003015687617380.
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碩士<br>國立臺北大學<br>企業管理學系<br>89<br>With limited resources, government need outsource its information services, and the quality of outsourcing information services substantially affects the quality of government administration. This research studies the following issues including the current status of government IS outsourcing services, measuring the service levels of each dimension of outsourcing IS service quality. It also covers the issue whether the current outsourcing status of the tendering procedure, the characteristics of contractors and the characteristic of government organization will affect the tenders’service qualities.
The measuring instruments of IS service quality is based on the modified IS-adapted SERVQUAL short form which is developed by Kettinger and Lee (1997). Its factor dimensions include reliability, responsiveness, assurance and empathy. This research investigates the central government and Taipei city government including its associated organizations which are all located in Taipei city by mailing questionnaire. Besides analyzing the reliability and validity of SERVQUAL to verify if SERVQUAL can be used in government, it also uses the descriptive statistics method to analyze the basic data of returned samples and the indicating service quality level from all dimension and items. It also uses the Mann-Whitney U test, Kruskal-Wallis test and the others to analyze the influence of the current status and organization characteristics on service quality.
The result of this research indicates SERVQUAL can be used to measure the government outsourcing IS service quality. Among all categories of outsourcing IS service items, 「Software development and maintenance」category outnumbers the others, 「Hardware maintenance」is the next, 「Network Services」is the third. For each government organization, there are significant differences between the expectative and perceptive service quality. Besides, the outsourcing IS service quality of each government organization generally can not meet the expectation. When government organizations measure the outsourcing IS service quality, the first dimension they emphasized is the 「Reliability」, the last one they emphasized is the「Empathy」. For contractors，the most important dimension to improve is 「Reliability」, the next important one to improve is「Responsiveness」. Whether there is any IT technician will affect the outsourcing service quality of hardware maintenance. The tendering procedure will affect the outsourcing service quality of software development and maintenance. As for the nationalities and scales of outsourcing IS service contractors, there is not any significant difference among service qualities. The scales, levels and the organizations of IT department inside the government also make no significant difference on outsourcing IS service quality.
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Yeh, Shien-Lung, and 葉顯榮. "Empirical Study to Information Technology Outsourcing Service Quality." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/95026254603706520370.
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碩士<br>國立臺灣科技大學<br>資訊管理系<br>98<br>It is a trend for organizations to leverage information technology outsourcing service to achieve business objectives. To improve software development and maintenance capability, Taiwan Government has been promoting to implement CMMI from year 2000 on. There are three major IT service dimensions include software design and development, operation and management of hardware and software environment, the use of information technology. Software quality metrics include quality of software development process, quality of software operation, and quality of software maintenance. Evaluation to quality of software development process is often used as elements of the software acceptance criteria. Customer perception of software quality is mainly from perception of software operation quality that includes experience with software maintenance quality. Recently, there are more and more organizations to improve its IT service maintenance capability through the implementation of ISO/IEC 20000. Most of previous researches on IT service quality were more focus on the quality of software development process, information technology infrastructure management quality or IT organization management mechanism.. There were few researches discussing software operation quality resulting in lack assessment to software quality after provision of the software.
This is an empirical research to study software operation quality under the condition that buyer site implements ISO/IEC 2000 and supplier site implements CMMI for Development. Control charts and descriptive statistical analysis methods are used to analyze the relation between software operation problem management, bug fixing, software change, consulting services, and customer satisfaction to explore factors impact software operation quality. This helps the implementation of implementation of internal standards improve software development and maintenance quality.
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Lin, Heng-Yi, and 林恆意. "Research on Management of Outsourcing Government Information Service." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/53479942959817973741.
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Chi-Hsuan, Wu, and 吳季宣. "Two-stage Auditing Policy Analysis for Service Outsourcing." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/69166611031982440717.
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碩士<br>東吳大學<br>會計學系<br>103<br>In current commercial environment most of the firms intend to steady their profit and improve their value. When outsourcing is commonly used to reduce operating costs for gaining a competitive advantage, firms must face the risk of the loss brought by the low-quality service that outsourcing might result in. This paper investigate the application of audit policy on assuring the service outsourcing quality by model analysis and design a two-stage auditing model considering the time gap between customer feedback and audit implementing. The result shows that firms may adopt complete indulgent, random auditing or complete auditing policy, depending on high or low customer complaints and the marginal implementing cost as service quality increases, to induce the service supplier to provide high-quality service.
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Chen, Yen-Nien, and 陳彥年. "Service Time Optimization Models for Outsourcing Warranty Repair." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/08371747006659560485.
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博士<br>臺灣大學<br>商學研究所<br>95<br>Many branders have utilized post-sale service as a tool to increase profit and build up their competitive advantage as the business faces fiercely competition in recent years. Based on current practices of branders, for example in mobile phone industry, branders now more often outsource their post-sale service of failure products to some repair service providers by signing service level agreement (SLA). These repair service providers may shorten repair service time, adapt different repair service strategy, or extend their service warranty period to improve their business performance based on the premise of service level agreement which must be satisfied.
This study intends to derive an optimal repair service time under these constraints of maximum acceptable repair service time and minimum acceptable repair service level set by branders when branders have strongly bargaining power. Finally, the sensitivity analysis of parameters on optimal repair service time and corresponding profit are also performed.
Our results show that (1)service providers need to reset maximal acceptable repair service time of customers to maximize its profit if repair service time constraint set by branders is longer than optimal repair service time. (2)the incentive function set by branders must be with repair service time. (3)optimal repair service time of service providers is shorter and profit is higher if the minimum acceptable repair service level set by branders is looser given that the brander provides incentive mechanism to encourage service providers to shorten its repair service time. (4)when failure rate and repair service rate are the same, both will be positively correlated to profit, but no significant implication is explored between both rates and optimal repair service time. (5)service providers choose mixed repair service strategy to maximize its profit if the ratio (replacement service cost/repair service cost) is less than , otherwise, they use repair service strategy to repair failed items.
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Chun-Chun-Tseng and 曾俊鈞. "A Study of Integrating Government IS Outsourcing Service." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/14752850232043971660.
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碩士<br>吳鳳科技大學<br>應用數位媒體研究所<br>100<br>Due to the retrenchment of government finace, the government organizations actively give an impetus to the entire outsourcing of governmental information processing system in order to decrease the cost of information development and promote the integration and sharing of information resource and offer guidance and assistance for information industry. The process of outsourcing covers not only the phase of software application system but also hardware equipment, information network service, and personnel training. In the past, the most of experience is only for partial outsourcing, but not whole outsourcing.
The outsourcing of information system mainly focuses on system integration management of project. Most importantly, both the vendors and the proprietor must posses sufficient ability of system integration management of project and commit the trust for each other so as to achieve the common goal.
In 1999, the outsourcing project of “The Platform Immigration Project of Tax Information – on National Tax” mainly focused on host platform integration and redevelopment and integration of application systems in order to achieve the tax information resource sharing of so-called "one-stop non-stop" service. In 2002, the outsourcing project of “The Electronic Processing of Business Tax Imposed by Taxation Agency, Ministry of Finance” mainly focused on the processing withdrawal of business tax which was authorized by Taxation Agency, Ministry of Finance to be imposed by county and city Revenue Service Office. The objective was to fully integrate the current platform with the new platform and different from the outsourcing service project in the past, which is standalong.
The research result found that the conflict between system developers and end user was not serious during the phases of information system implementation and deployment. The information system outsourcing is mostly formed by the related requirement proposed by business unit and developed by information professionals. However, the time, cost, and related efficiency are always not as expected, which results the integration failure of application systems and project management. But the actual control of management of entire project integration is rather deliberate and smooth.
The researchers suggest that from the point of view of IT, it is favorable in term of tax processing if data mining is employed to analyze and extract data during the phase of data access control in that it can sample and analyze data and conduct audit processing according to different demand anytime, which assists in the fairness and reasonability of the imposing of business tax. On the other hand, e-learning platform can be implemented and represented by the result of project document and the form of knowledge base. With regard to the facing of change of personnel, it can assist in taking over of new employee. It can also significantly reduce the travelling expenditure and promote the efficiency of educational and training project of new employee via network resources.