Collaboration in Outsourcing

Transcription

1 Collaboration in Outsourcing

2 Technology, Work and Globalization The Technology, Work and Globalization series was developed to provide policy makers, workers, managers, academics and students with a deeper understanding of the complex interlinks and influences between technological developments, including information and communication technologies, work organizations and patterns of globalization. The mission of the series is to disseminate rich knowledge based on deep research about relevant issues surrounding the globalization of work that is spawned by technology. Also in the series: Chrisanthi Avgerou, Giovan Francesco Lanzara and Leslie P. Willcocks BRICOLAGE, CARE AND INFORMATION Francesco Contini and Giovan Francesco Lanzara ICT AND INNOVATION IN THE PUBLIC SECTOR Jannis Kallinikos GOVERNING THROUGH TECHNOLOGY Information Nets and Social Practice Julia Kotlarsky, Ilan Oshri and Paul C. van Fenema KNOWLEDGE PROCESSES IN GLOBALLY DISTRIBUTED CONTEXTS Mary C. Lacity and Joseph W. Rottman OFFSHORE OUTSOURCING OF IT WORK Mary C. Lacity, Leslie P. Willcocks and Yingqin Zheng CHINA S EMERGING OUTSOURCING CAPABILITIES Shirin Madon e-governance FOR DEVELOPMENT A Focus on Rural India Ilan Oshri, Julia Kotlarsy and Leslie P. Willcocks OUTSOURCING GLOBAL SERVICES Niki Panteli and Mike Chaisson EXPLORING VIRTUALITY WITHIN AND BEYOND ORGANIZATIONS Carsten Sørensen ENTERPRISE MOBILITY Edgar Whitley and Ian Hosein GLOBAL CHALLENGES FOR IDENTITY POLICIES Leslie P. Willcocks and Mary C. Lacity GLOBAL SOURCING OF BUSINESS AND IT SERVICES

3 Collaboration in Outsourcing A Journey to Quality Edited by Sjaak Brinkkemper Professor of Organization and Information, Department of Information and Computing Sciences, Utrecht University and Slinger Jansen Assistant Professor, Department of Information and Computing Sciences, Utrecht University

4 Selection and editorial matter Sjaak Brinkkemper and Slinger Jansen 2012 Individual chapters individual contributors 2012 Softcover reprint of the hardcover 1st edition All rights reserved. No reproduction, copy or transmission of this publication may be made without written permission. No portion of this publication may be reproduced, copied or transmitted save with written permission or in accordance with the provisions of the Copyright, Designs and Patents Act 1988, or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, Saffron House, 6 10 Kirby Street, London EC1N 8TS. Any person who does any unauthorized act in relation to this publication may be liable to criminal prosecution and civil claims for damages. The authors have asserted their rights to be identified as the authors of this work in accordance with the Copyright, Designs and Patents Act First published 2012 by PALGRAVE MACMILLAN Palgrave Macmillan in the UK is an imprint of Macmillan Publishers Limited, registered in England, company number , of Houndmills, Basingstoke, Hampshire RG21 6XS. Palgrave Macmillan in the US is a division of St Martin s Press LLC, 175 Fifth Avenue, New York, NY Palgrave Macmillan is the global academic imprint of the above companies and has companies and representatives throughout the world. Palgrave and Macmillan are registered trademarks in the United States, the United Kingdom, Europe and other countries. ISBN ISBN (ebook) DOI / This book is printed on paper suitable for recycling and made from fully managed and sustained forest sources. Logging, pulping and manufacturing processes are expected to conform to the environmental regulations of the country of origin. A catalogue record for this book is available from the British Library. A catalog record for this book is available from the Library of Congress

5 Contents List of Tables List of Figures Acknowledgments Series Preface List of Contributors Company Profiles x xii xv xvi xxi xxvi Introduction: Collaboration in Outsourcing 1 Sjaak Brinkkemper and Slinger Jansen Part I Governance 1 Governance Models in Offshore IT Outsourcing 5 Gábor Majdán 1.1 Introduction Literature review Related research Outsourcing governance models from practice Findings Limitations and future research Conclusion 22 2 Security: Case Studies in Three Dimensions 25 Elena Iancu 2.1 Introduction Literature review Case studies Conclusions and further research 40 3 Mission-Critical Outsourcing 42 Suzanne Haanappel 3.1 Introduction Evolution of IT outsourcing Characteristics of outsourcing Research method Case studies Comparison outsourcing and mission-critical outsourcing Expert validation 55 v

6 vi Contents 3.8 Limitations/discussion Conclusions and further research 57 4 Collaboration of Enterprise Architects in Outsourcing 59 Martin Janek 4.1 Introduction Background and summary of existing research Research method Findings Limitations and future research Conclusion 70 5 A Decision Procedure for the Where and How to Outsource 73 Wouter Steenbeek, Lidwien van de Wijngaert, Mischa van den Brand, Sjaak Brinkkemper, and Frank Harmsen 5.1 Introduction Sourcing decision-making Research method Results Conclusion 84 6 Success and Failure in Offshore Development Projects 88 Matthias Fabriek, Mischa van den Brand, Sjaak Brinkkemper, Frank Harmsen, and Remko Helms 6.1 Introduction Success in offshore CSD projects Research method Results and analysis Discussion and conclusions 99 Part II Communication and Knowledge Management 7 Boosting Distributed Collaboration through Collaboration Tools Portfolio Optimization 105 Hristo Stefanov 7.1 Introduction Related literature Method development Portfolio augmentation Empirical evaluation Conclusion Retaining Project Knowledge in an Outsourcing Context 126 Antonios-Lavrentios Voutsinos 8.1 Introduction Related literature Survey illations Knowledge asset prototype and knowledge retention framework 133

7 Contents vii 8.5 Empirical evaluation and validation Limitations and future research Conclusion Initial Knowledge Sharing in Outsourcing 142 Aleksandar Chervenkov 9.1 Introduction Literature review Summary of empirical findings A systematic approach to knowledge sharing in outsourcing Empirical evaluation Conclusion and further research 157 Appendix Optimal Team Composition in Distributed Software Development 160 Roderick van Cann 10.1 Introduction Related work Team composition method descriptions Method comparison Outsourcing team composition method Evaluation Discussion Conclusion 180 Part III Relationship Management and Quality 11 Dealing with Trust in Outsourcing Relationships 185 Martin Kirilov 11.1 Introduction Related literature Research method Results and discussion Conclusion and further research IT Service Quality in Outsourcing Relationships 198 Jonathan Aarnouts 12.1 Introduction Related literature Service quality The gap model SERVQUAL SERVPERF SERVQUAL Model construction Case studies and discussion Service quality through Giarte s ITsat Findings case studies 217

8 viii Contents Validation by Accenture Limitations Conclusions and further research Selection of Outsourcing Partners 224 Martijn Roeling 13.1 Introduction Related literature Approach Method 1: partner selection for joint-venture agreement Method 2: Outsource2India partner selection Method 3: a third party s view on partner selection in outsourcing Method comparison A super method for partner selection in an outsourcing setting A look at Indian strategy Discussion Empirical evidence Conclusions 244 Appendix Conflict Resolution in Outsourcing 248 Paul Noordveld 14.1 Introduction Related literature The conflict resolution in outsourcing (CRO) method Evidence Analysis Discussion Conclusion 266 Appendix I 267 Appendix II Service Level Agreement in an Outsourcing World 274 Sander van Meggelen 15.1 Introduction Literature study SLAs in the outsourcing cycle Structured approach for designing SLAs Case study Results Conclusion Future research and discussion 286 Appendix I: SLA Appendix II: SLA Appendix III: SLA 3 293

9 Contents ix Part IV Software Development 16 Quality in Distributed Software Product Development 301 Tomas Salfischberger 16.1 Introduction Related literature Definition of quality Quality approaches Case studies Discussion Conclusion Future research Distributed Scrum Process Guide 316 Koen Bos 17.1 Introduction Related literature Scrum Concepts Discussion Conclusion Further research Project Coordination in Distributed Software Development 328 Koen Huijsman 18.1 Introduction Related literature Scope Case studies Results Discussion Conclusion 339 Appendix I: activity table 339 Appendix II: concept table Distributed Requirements Management in an Offshoring Context 343 Suzanne Gietema 19.1 Introduction Related literature Case study Analysis of results Discussion Conclusion 356 Index 359

10 Tables 3.1 Characteristics of the categories by Embleton and Wright (1998) Characteristics of the categories by Zhu et al. (2001) Characteristics of the categories by Franceschini et al. (2003) Eternity SLA layers Comparison of the two case studies Similarities and differences of outsourcing and mission critical outsourcing Collaboration challenges and best practices Collaboration challenges and best practices Sourcing options based on sourcing locations and sourcing relationships Factor loadings for the rotated five-factor solution Relation between twenty sourcing options and the five factor solution Fixed effects (with robust standard errors) from multilevel regression models for each of the five factors Success scores of the projects that were researched An overview of the reasons of success or failure mentioned by the most successful and unsuccessful projects A list of all activities involved in the method A list of artifacts (concepts) resulting from the method Knowledge retention terms summary Case-study questionnaire The knowledge equation Reusable knowledge asset prototype Interviewee quotes and what they trigger 138 A.1 Activities in the process deliverable diagram 158 A.2 Concepts in the process deliverable diagram Method comparison matrix Benefits and challenges in offshore outsourcing SERVQUAL questionnaire statements and their corresponding service quality dimensions SERVQUAL questionnaire statements and their corresponding relationship quality dimensions a Activities of the JVPSM b Concepts of the JVPSM a Activity table of the Outsource2India partner selection method b Concept table of the Outsource2India partner selection method a Activity table of the third party s partner selection method b Concept table of the third party s partner selection method 239 x

11 List of Tables xi 13.4 List of influenceable factors by Indian companies 242 A.1 Activity comparison table 245 A.2 Concept comparison table Categories of conflict resolution method Causes of conflicts between companies Results related to the specific steps in the method Results related to the method as a whole 264 A.1 Activity table of the conflict resolution in outsourcing method 267 A.2 Concept table of the conflict resolution in outsourcing method SLA design approach SLA comparative approach 282 A.1 SLA comparative approach 287 A.2 SLA comparative approach 290 A.3 SLA comparative approach ISO 9126 quality attributes Quality methods overview for case Quality methods overview for case 2 (Part 1: Functionality and Usability) Quality methods overview for case 2 (Part 2: Maintainability) Overview best practices in distributed scrum Example DSM DSM after splitting Example of adjacency matrix 332 A.1 Activity table 340 A.2 Concept table Requirements management methods overview used by onsite location Requirements management methods overview used by offshore location Requirements management methods overview used by onsite location when nearshoring 354

12 Figures 1.1 Meta governance model Offshore Development model comethod TM joint development process roles, deliverables, and joint organizational meetings Logica Sourcing Governance service provider side, defining the processes and process groups Logica Sourcing Governance model Engagement perspective Operational level joint process fields from both scientific literature and the practical field Risk Matrix Security risk management framework Conceptual model outsourcing security Roles and best practices in outsourcing security risk management Strategic intents for IT Outsourcing Conceptual model Average factor scores for the two conditions of the variables for each factor A comprehensive presentation of Multilevel Regression Analysis The amount of success on each aspect of success Some project characteristics compared to the overall success of projects The coordination measures that were mentioned Collaboration tools (CT) service types classified according to time and space considerations Conceptual model of a dashboard APM method A matrix based APM method Process deliverable diagram Sample TOOL EVALUATION MATRIX Knowledge retention framework Centralized approach to knowledge repositories Peer-to-peer approach to knowledge repositories Hybrid approach to knowledge repositories Project-critical knowledge package Process deliverable diagram of knowledge sharing in outsourcing Project-critical knowledge package integration in a hybrid knowledge repository 155 xii

13 List of Figures xiii 10.1 Ahn et al. method Wi et al. method Tseng et al. method Venkatamuni and Rao method Zakarian and Kusiak method Outsourcing team composition method CoMakeIT Engagement Model IT Outsourcing relationship model Relationship behavior between the extent of outsourcing and the degree of mutual dependency Evolution of trust Trust building factors Trust sustaining factors Product-service mixtures Factors influencing the expected service Factors influencing the received service Perceived service quality The Gap Model Service quality dimensions SERVQUAL versus SERVPERF SERVQUAL+ zone of tolerance SERVQUAL+ MSS and MSA SERVQUAL questionnaire for IT service quality in outsourcing Project types Logica Nederland Ranking of quality dimensions Overview of Infosys external quality measurements on annual and periodic basis Monthly trends in service quality scores PDD of the JVPSM PDD of the Outsource2India company PDD of the third party s partner selection method Super partner selection method Overview of the conflict resolution in outsourcing (CRO) method Detailed view of stage 2 of the CRO method Detailed view of stage 3 of the CRO method Detailed view of stage 4 of the CRO method Detailed view of stage 5 of the CRO method Detailed view of the 5-stage CRO method Comparative approach scores of the SLAs, divided into the main SLA characteristics Comparative approach scores of the SLAs, divided into the SLA characteristic parts Scrum cycle Microsoft development cycle 323

14 xiv List of Figures 17.3 Model for Distributed Scrum Process Guide Social network analysis, graphical representation Concepts of factors that seem to influence each other PDD of method Requirements management process at Company A Requirements management process at Company H Requirements management process at Company J 354

15 Acknowledgments The trip and the book were made possible by several donations. These donations were supplied by Celerity, Deloitte, Levi9, Patni, Utrecht University and Utrecht University Foundation, in alphabetical order. xv

16 Series Preface We launched this series in 2006 to provide policymakers, workers, managers, academics and students with a deeper understanding of the complex interlinks and influences among technological developments, including in information and communication technologies (ICT), work, organizations and globalization. We have always felt that technology is all too often positioned as the welcome driver of globalization. The popular press neatly packages technology s influence on globalization with snappy sound bites, such as Any work that can be digitized will be globally sourced. Cover stories report Indians doing US tax returns, Moroccans developing software for the French, Filipinos answering UK customer service calls, and the Chinese doing everything for everybody. Most glossy cover stories assume that all globalization is progressive, seamless, intractable, and leads to unmitigated good. But what we are experiencing in the twenty-first century in terms of the interrelationships between technology, work and globalization is both profound and highly complex. The mission of this series is to disseminate rich knowledge based on deep research about relevant issues surrounding the globalization of work that is spawned by technology. To us, substantial research on globalization considers multiple perspectives and levels of analyses. We seek to publish research based on in-depth study of developments in technology, work and globalization and their impacts on and relationships with individuals, organizations, industries, and countries. We welcome perspectives from business, economics, sociology, public policy, cultural studies, law and other disciplines that contemplate both larger trends and micro-developments from Asian, African, Australian and Latin American, as well as North American and European, viewpoints. As of this writing, we have 14 books published or under contract. These books are introduced below. 1. Global Sourcing of Business and IT Services by Leslie P. Willcocks and Mary C. Lacity is the first book in the series. The book is based on over 1000 interviews with clients, suppliers, and advisers and 15 years of study. The specific focus is on developments in outsourcing, offshoring, and mixed sourcing practices from client and supplier perspectives in a globalizing world. We found many organizations struggling. We also found some organizations adeptly creating global sourcing networks that are agile, effective, and cost-efficient. But they did so only after a tremendous amount of trial and error and close attention to details. All our participant organizations acted in a context of fast-moving technology, rapid development of supply-side offerings, and ever-changing economic conditions. 2. Knowledge Processes in Globally Distributed Contexts by Julia Kotlarsky, Ilan Oshri and Paul van Fenema examines the management of knowledge processes of xvi

17 Series Preface xvii global knowledge workers. Based on substantial case studies and interviews, the authors along with their network of co-authors provide frameworks, practices and tools that consider how to develop, coordinate and manage knowledge processes in order to create synergetic value in globally distributed contexts. Chapters address knowledge sharing, social ties, transactive memory, imperative learning, work division and many other social and organizational practices to ensure successful collaboration in globally distributed teams. 3. Offshore Outsourcing of IT Work by Mary C. Lacity and Joseph W. Rottman explores the practices for successfully outsourcing IT work from Western clients to offshore suppliers. Based on over 200 interviews with 26 Western clients and their offshore suppliers in India, China, and Canada, the book details clientside roles of chief information officers, program management officers, and project managers and identifies project characteristics that differentiated successful from unsuccessful projects. The authors examine ten engagement models for moving IT work offshore and describe proven practices to ensure that offshore outsourcing is successful for both client and supplier organizations. 4. Exploring Virtuality Within and Beyond Organizations by Niki Panteli and Mike Chiasson argues that there has been a limited conceptualization of virtuality and its implications on the management of organizations. Based on illustrative cases, empirical studies, and theorizing on virtuality, this book goes beyond the simple comparison between the virtual and the traditional to explore the different types, dimensions and perspectives of virtuality. Almost all organizations are virtual, but they differ theoretically and substantively in their virtuality. By exploring and understanding these differences, researchers and practitioners gain a deeper understanding of the past, present and future possibilities of virtuality. The collection is designed to be indicative of current thinking and approaches, and provides a rich basis for further research and reflection in this important area of management and information systems research and practice. 5. ICT and Innovation in the Public Sector by Francesco Contini and Giovan Francesco Lanzara examines the theoretical and practical issues of implementing innovative ICT solutions in the public sector. The book is based on a major research project sponsored and funded by the Italian government (Ministry of University and Research) and coordinated by Italy s National Research Council and the University of Bologna during the years The authors, along with a number of co-authors, explore the complex interplay between technology and institutions, drawing on multiple theoretical traditions such as institutional analysis, actor network theory, social systems theory, organization theory, and transaction costs economics. Detailed case studies offer realistic and rich lessons. These case studies include e-justice in Italy and Finland, e-bureaucracy in Austria, and Money Claim On-Line in England and Wales. 6. Outsourcing Global Services: Knowledge, Innovation, and Social Capital, edited by Ilan Oshri, Julia Kotlarsky and Leslie P. Willcocks, assembles the best work from the active participants in the Information Systems Workshop on Global Sourcing

18 xviii Series Preface which began in 2007 in Val d Isere, France. Because the quality of the contributions was exceptional, we invited the program chairs to edit a book based on the best papers at the conference. The collection provides in-depth insights into the practices that lead to success in outsourcing global services. Written by internationally acclaimed academics, it covers best practices on IT outsourcing, business process outsourcing, and netsourcing. 7. Global Challenges for Identity Policies by Edgar Whitley and Ian Hosein provides a perfect fit for the series in that the authors examine identity policies for modern societies in terms of the political, technical, and managerial issues needed to prevent identity fraud and theft. The scale of the problem exceeds political boundaries and the authors cover national identity policies in Europe and the rest of the world. Much of the book provides in-depth discussion and analysis of the UK s National Identity Scheme. The authors provide recommendations for identity and technical policies. 8. E-Governance for Development by Shirin Madon examines the rapid proliferation of e-governance projects aimed at introducing ICT to improve systems of governance and thereby to promote development. In this book, the author unpacks the theoretical concepts of development and governance in order to propose an alternative conceptual framework, which encourages a deeper understanding of macro- and micro-level political, social, and administrative processes within which e-governance projects are implemented. The book draws on more than 15 years of research in India during which time many changes have occurred in terms of the country s development ideology, governance reform strategy, and ICT deployment. 9. Bricolage, Care and Information Systems, edited by Chrisanthi Avgerou, Giovan Francesco Lanzara and Leslie P. Willcocks, celebrates Claudio Ciborra s Legacy in Information Systems Research. Claudio Ciborra was one of the most innovative thinkers in the field of information systems. He was one of the first scholars who introduced institutional economics in the study of IS; he elaborated new concepts, such as the platform organization, formative contexts ; and he contributed to the development of a new perspective altogether through Heideggerian phenomenology. This book contains the most seminal work of Claudio Ciborra and the work of other authors who were inspired by his work and built upon it. 10. China s Emerging Outsourcing Capabilities, edited by Mary C. Lacity, Leslie P. Willcocks and Yingqin Zheng, marks the tenth book in the series. The Chinese government has assigned a high priority to science and technology as its future growth sectors. China has a national plan to expand the information technology outsourcing (ITO) and business process outsourcing (BPO) sectors. Beyond the hopes of its leaders, is China ready to compete in the global ITO and BPO markets? Western companies are increasingly interested in extending their global network of ITO and BPO services beyond India and want to learn more about China s ITO and BPO capabilities. In this book, we accumulate the findings of

19 Series Preface xix the best research on China s ITO and BPO sector by the top scholars in the field of information systems. 11. The Outsourcing Enterprise: From Cost Management to Collaborative Innovation is by Leslie Willcocks, Sara Cullen and Andrew Craig. The central question answered in this book, How does an organization leverage the ever-growing external services market to gain operational, business, and strategic advantage? The book covers the foundations of mature outsourcing enterprises that have moved outsourcing to the strategic agenda by building the relationship advantage, selecting and levering suppers, keeping control through core-retained capabilities, and collaborating to innovate. The book provides proven practices used by mature outsourcing enterprises to govern, design, and measure outsourcing. The final chapter presents practices on how mature outsourcing enterprises prepare for the next generation of outsourcing. 12. Governing through Technology by Jannis Kallinikos is thoughtful scholarship that examines the relationships among information, technology, and social practices. The author discusses the regulative regime of technology, and issues of human agency control and complexity in a connected world. He provides a valuable counter-perspective to show that social practices are, in part, unmistakably products of technologies; that technologies are, through historical processes, embedded in the social fabric; and that, if technological determinism is naive, the notion of the regulative regime of technology remains alive and well into the Internet age. 13. Enterprise Mobility: Tiny Technology with Global Impact on Information Work by Carsten Sørensen explores how mobile technologies are radically changing the way work is done in organizations. The author defines enterprise mobility as the deployment of mobile information technology for organizational purposes. The author contrasts how large technology projects in organizations, such as enterprise resource planning (ERP) implementations, will increasingly be managed differently because of mobile technology. The introduction of mobile technology supporting organizational information work will often be driven by individuals, small teams, or as part of departmental facilitation of general communication services. 14. Collaboration in Outsourcing: A Journey to Quality, edited by Sjaak Brinkkemper and Slinger Jansen, is based on an integrated program of outsourcing research at Utrecht University in the Netherlands. The book is written for practitioners based on interviews and case studies in many global outsourcing firms, including Cisco, IBM, Deloitte, Infosys, Logica, and Partni, to name a few. The 16 chapters are short, tight, and written to communicate best practices quickly. The chapters cover the topics of governance, knowledge management, relationship management, and new trends in software development outsourcing, In addition to the books already published and under contract, we have several other manuscripts under review but always need more. We encourage other researchers to submit proposals to the series, as we envision a protracted need

20 xx Series Preface for scholars to deeply and richly analyze and conceptualize the complex relationships among technology, work and globalization. Please follow the submissions guidelines on the Palgrave Macmillan website ( com). Stephen Rutt ( is the publishing director for the series. Leslie P. Willcocks Mary C. Lacity July 2011

21 Contributors Jonathan Aarnouts is a junior advisor at KPMG Advisory. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a twoweek research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled IT Service Quality in Outsourcing Relationships, which develops a model that addresses the estimation of IT service quality in an outsourcing relationship. Koen Bos is co-founder and Chief Technology Officer at Synovite and a director at Celerity ICT. He is a professional Java developer and an entrepreneur. His goal is always to solve the actual business problems of his customers, putting the user up front and helping companies grow their business. Sjaak Brinkkemper is Professor of Organization and Information in the Department of Information and Computing Sciences at Utrecht University. He leads a group of 20 researchers specialized in product software development and entrepreneurship. The main research themes of the group are the methodology of product software development, implementation, and adoption, and the businesseconomic aspects of the product software industry. Aleksandar Chervenkov is a strategy and IT consultant at Agrologic Ltd. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Initial Knowledge Sharing in Outsourcing, which focuses on optimizing communication and knowledge sharing between outsourcing partners. The paper offers a solution to improve the initial knowledge sharing in outsourcing. Matthias Fabriek is a researcher at Algemene Rekenkamer. He holds a Master s in Business Informatics from Utrecht University. He is an experienced researcher and has published several papers. His has project managed two commissions for a student organization and has coordinated software development projects at Capgemini. For one year he was a board member of a student organization with more than 300 members, during which time he gained financial and business management experience. Suzanne Gietema is Chief Operating Officer at Cedira B.V. She holds a Master s in Business Informatics from Utrecht University. In 2010 she participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, she wrote a paper titled Distributed Requirements Management in an Offshoring Context, xxi

22 xxii List of Contributors which deals with both functional and non-functional requirements. Her research discusses problems relating to distributed requirements management and their possible solutions. Suzanne Haanappel is an IT trainee at Alliander. She holds a Master s in Business Informatics from Utrecht University. In 2010 she participated in a twoweek research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, she wrote a paper titled Mission-Critical Outsourcing, which compares general outsourcing with the outsourcing of mission-critical applications. Frank Harmsen is a director at Ernst & Young, a lecturer at Vrije Universiteit Amsterdam, and a professor at Maastricht University, where he holds the chair in Knowledge Management of Globally Distributed Work. He is a highly experienced consultant focused on improving and transforming IT organizations. He has been a consultant for more than 11 years, during which time he has worked at Capgemini and Ernst & Young, helping clients to transform their business in a sustainable way using IT as an enabler. His teaching experience includes lecturing on the Information Management course in the postgraduate Executive Master of Finance and Control program, and he has investigated the transfer and management of knowledge processes that are distributed around the globe. Remko Helms teaches and coordinates two subjects at Utrecht University: Strategic Management of Organizations, and ICT and Knowledge Management. His main research interest is knowledge management and networks, and he specializes in intra- and inter-organizational knowledge sharing networks. He has previously taught on information systems, organizational theory, and research methods, among other subjects. Koen Huijsman is an intern at PwC Nederland. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Project Coordination in Distributed Software Development, which focuses on the distance between the different parts of an outsourcing organization. His research shows how the need for coordination in distributed software development projects can be minimized. Elena Iancu is an advisor at Ernst & Young. She holds a Master s in Business Informatics from Utrecht University. In 2010 she participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, she wrote a paper titled Security: A Three-Dimensional Case Study, which focuses on the security of exchanged data. This qualitative research addresses the differences that are introduced when an ICT process or service is outsourced offshore, best practices, the ways in which existing frameworks can help, and the benefits of a third-party assurance.

23 List of Contributors xxiii Martin Janek is a consultant at Software Improvement Group. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a twoweek research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Collaboration of Enterprise Architects in Outsourcing, which focuses on the challenges encountered by enterprise architects who collaborate on an outsourcing project and best practices to overcome them. Slinger Jansen is an assistant professor in the Department of Information and Computer Science at Utrecht University. His research focuses on software product management and software ecosystems, with a strong entrepreneurial component. Jansen received his Ph.D. in Computer Science from Utrecht University for his thesis Customer Configuration Updating in a Software Supply Network. Martin Kirilov holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Dealing with Trust in Outsourcing Relationships, which uses empirical research to determine the circumstances that establish and maintain trust between the partners in an outsourcing relationship. Gábor Majdán is a market researcher at Negometrix. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a twoweek research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Governance Models in Offshore IT Outsourcing, which explores the theory and practice of different outsourcing governance models and tabulates the most common joint process fields at the operational level. Paul Noordveld is an intern at INFOdation and a postgraduate student in Business Informatics at Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Conflict Resolution in Outsourcing, which proposes a conflict resolution model that can be institutionalized. Martijn Roeling is a student at Utrecht University and a co-worker at Super de Boer. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Selection of Outsourcing Partners, which focuses on determining the right company in India for outsourcing. The paper presents several methods to help companies establish a solid outsourcing relationship. Tomas Salfischberger is Managing Director and a co-founder at Synovite, and Founder at Celerity ICT. He is an enterprise software developer and entrepreneur with a focus on solving business problems from a user s perspective. He likes to

24 xxiv List of Contributors work with both sides of IT, bridging the gap between business and IT. His passion is to deliver software that not only meets requirements but also advances the business and makes users smile. Wouter Steenbeek studied Information Science at Utrecht University and received his Master s in Business Informatics in During his studies he developed an interest in sociology, in particular in questions pertaining to social cohesion and social order. He then focused on the micro-level of individual actors, investigating guardianship by residents and place management by local entrepreneurs in 161 Dutch neighborhoods. Steenbeek continues to study these topics as a researcher at the Netherlands Institute for the Study of Crime and Law Enforcement (NSCR), focusing on longitudinal modeling of the reciprocal relationship between business presence and crime. Hristo Stefanov is an associate product manager at Google. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Boosting Distributed Collaboration through Collaboration Tools Portfolio Optimization, in which he designed a method of selecting an optimal collaboration tools portfolio for distributed settings. Roderick van Cann is a student assistant at Utrecht University and junior product manager at Stabiplan. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Optimal Team Composition in Distributed Software Development, which describes a method for creating the optimal outsourcing team in a distributed software environment using simple activities. Lidwien van de Wijngaert is an assistant professor in the Faculty of Behavioural Sciences at Twente University of Technology, Enschede. Previously she worked at the Institute for Information and Computing Sciences at Utrecht University and the Telematica Instituut, where she conducted her dissertation research into the relationship between task characteristics and new media choice. Her fields of interest are electronic government from a user perspective, the process of diffusion of innovations in terms of the adoption and use of new services and technologies, and the development of a method for meta-analysis using network analysis. Mischa van den Brand is a highly experienced consultant in the area of software development and maintenance. He helps clients improve their IT performance through the implementation of software development best practices and industry-wide project and IT service management standards. He has a software engineering background and has been a consultant for more than 14 years, helping

25 List of Contributors xxv improve the performance of both large (up to 1,000 people) and smaller financial IT departments. His expertise lies in agile software development in relation to IT outsourcing, on which he has published several articles. Sander van Meggelen is a partner at WebsiteGroep and Founder at Internet Exploitatie Nederland. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Service Level Agreement in an Outsourcing World, which compares different mechanisms for constructing effective service level agreements. Antonios-Lavrentios Voutsinos is a technical associate at Google. He holds a Master s in Business Informatics from Utrecht University. In 2010 he participated in a two-week research trip to India to study collaboration in IT outsourcing, visiting the head offices of global outsourcing players. After the trip, he wrote a paper titled Retaining Project Knowledge in an Outsourcing Context, which focuses on the collaboration tools portfolio. The paper discusses techniques or frameworks that support project learning and knowledge retrieval within a project organization in an outsourcing context.

26 Company Profiles This section provides an overview of the companies that Utrecht University s Business Informatics research team visited in 2010 during its trip to India, as well as the companies that sponsored the research trip. For each company there is a brief general profile description. The companies are listed in alphabetical order. Celerity ICT is a small IT company located Company background in Utrecht and founded in The company provides services in the Netherlands Headquarters Utrecht, Netherlands in the fields of CRM (Celerity CRM), consultancy services, IT auditing, and custom Founded 2004 software development. The vision of Celerity ICT is to directly involve the client in the development process, providing transparent services and quick iterative feedback in both directions. The company s mission is to be a trusted partner for its clients, putting their business goals first by means of IT services. Celerity ICT operates as a networked organization, providing core IT services itself, while working with trusted partners for peripheral activities. This network has been established over the years and consists of organizations that share this vision. Clients benefit from expertise from multiple parties under the governance of a single entity, thus always working with top players in each field. Cisco is one of the world s biggest technology corporations, designing and selling Company background consumer electronics, networking, and communications technology and services. Cisco s mission is to shape the future of the Internet by creating value and opportunity for customers, employees, investors, and ecosystem partners. Cisco aims to change the way the world works, lives, plays, and learns through a Product Leadership business strategy, internal Headquarters Founded Employees Revenue Net income San Jose, USA ,000 $40 billion $7.7 billion innovation, growth by partnership and mergers, and a talent-centric network. The company relies on systems and outsourcing partners for its context and nonmission-critical tasks, focusing on increasing productivity and using networking technology to appear as one virtual entity to its customers. Cisco Manufacturing produces currently 250-plus major product models in 13 manufacturing sites, design and production being fully outsourced to contracting partners; it has a wide network of suppliers, out of which 370 are active. The focus is on integration as sustainable competitive advantage and diversity of product portfolio for long-term stability. xxvi

27 Company Profiles xxvii Cisco Systems India commenced operations in 1995 and currently has 6500 employees. The company has sales offices in New Delhi, Mumbai, Bangalore, and Hyderabad among other cities. Cisco Global Development Center in Bangalore is the largest outside of the United States. Also, Cisco has set up Joint Development Centers with Indian companies such as Wipro, Infosys, HCL, and Zensar. In the core technologies (router, switch, total LAN), the company is the market leader in India with a market share of over 67 percent. Cisco has key local customers from diverse sectors such as retail, banking and financial services, IT services, manufacturing, state government, and courts. comakeit is a specialized partner to product software companies Company background that researches and develops software products and solutions. It focuses on strategic and longterm partnerships with their customers by offering quality, speed, Headquarters Founded Employees Harderwijk, the Netherlands and agility. The company has three employees in the Netherlands who focus on sales (contracts are made with the Dutch branch) and customer relationship. The offshore location in Hyderabad, India, has 120 employees who are responsible for the development and handling of sales to the local market. comakeit follows a policy of high-level transparency with its clients, for example free contact with offshore teams and developers, detailed cost breakdown, and disclosure of the company s own profit margins. In the near future, the company plans to open a sales office in Germany and more development locations throughout Asia. Deloitte Touche Tohmatsu Limited is the largest privately owned professional services Company background organization in the world. Deloitte offers audit, consulting, financial advisory, risk management, and tax services in more than 150 countries around the world. Industries in which the member firms operate include: consumer business and transportation; energy and resources; financial services; life sciences Headquarters Founded Employees Revenue New York City, USA ,000 $26.1 billion and health care; manufacturing; public sector; real estate; technology, media, and communications. Deloitte in India is a subsidiary firm of Deloitte & Touche USA LLP, providing professional services and advice. Deloitte operates from its centers in Hyderabad and Mumbai. Deloitte Hyderabad focuses almost exclusively on extended delivery for the US member firm.

28 xxviii Company Profiles IBM is a world leader in business and technology services, enterprise software and Company background systems. It has capabilities to deliver full service from consulting, implementation, and integration, to financing and long-term customer support. The business services include business consulting, strategic outsourcing, and business transformation outsourcing. The company also offers technology consulting, system integration, cloud computing, application management, and so forth. IBM s Headquarters Founded Employees Revenue Net income Armonk, USA ,000 $96 billion $13.4 billion portfolio is comprised of well-known software products such as IBM Cognos, IBM WebSphere, IBM Tivoli, IBM Lotus notes, SPSS and many others. IBM s Indian branch dates from 1992 (after an exit in the 1970s) and currently has approximately 130,000 employees. The regional headquarters can be found in Bangalore, with 14 other offices in New Delhi, Mumbai, Kolkata, and Chennai. The company has established itself as one of the leaders in the Indian IT industry. The main focuses of the Indian operations are support, research, and product and software development. The fastest growing part of IBM is the IBM Global Services (IGS). It is the world s, and also India s, largest information technology services and consulting provider. IGS delivers integrated, flexible, and resilient processes across companies and through business partners that enable its customers to maximize the opportunities of an on-demand business environment. IGS s expertise lies in servicing large multinational enterprises and governments. It has built an image of a reliable partner that customers can successfully depend on. Due to that, IGS might not be a suitable partner to smaller companies. Infosys is one of the largest IT services companies in India serving global markets in Company background more than 33 countries in America, Europe, and Asia Pacific. Infosys specializes in several domains: Business Process Outsourcing (BPO), IT services, consulting, and engineering. Its core capabilities are built around reliability, security, business continuity, 24/7 operations and delivery. Besides the headquarters in India, the company has established other development centers in Headquarters Founded Employees Revenue Net income Bangalore, India ,000 $4.8 billion $1.3 billion China, Brazil, Australia, UK, Canada, and Japan. Infosys offers consulting services in the following areas: IT strategy, product innovation, and core process excellence. A wide selection of IT services, including information management, system integration, enterprise architecture, knowledge, and packed application services, is available to Infosys clients. The company is active in industries such as aerospace and defense, banking and insurance, discrete