Information Technology Outsourcing (ITO) in terms of the replacement of the in-house production of IT activities by the use of third party suppliers had already started in the 1960s and has increased considerably. For 2013, the Gartner Group expected that the global ITO market would reach a volume of 288 bn US dollars. Until 2017, the market should grow on average about 5.4% yearly. Despite the rich set of experiences companies have already had with ITO, the chances of success are seen as at best 50:50. Currently, the dramatic growth of ITO is accompanied by backsourcing of formerly outsourced IT functions or reports about dissatisfaction and problems with ITO. Scientists put ITO failures or problems down to a lack of modelling of all the possible factors affecting ITO success and demand a specific ITO theory as a basis for better explaining and predicting successes and failures in an IT sourcing context. This thesis takes up this research gap. The aim of this thesis is to develop a novel ITO Model which aids organisations in planning and implementing ITO solutions by guiding them through the ITO process steps of preparation, selection, contract, transition, execution, and post-deal comprising a comprehensive picture of the weighted aspects relevant to ITO success and their interdependencies. In order to achieve this aim, the following objectives were established for this thesis: raising the topical level of scientific knowledge of the last decades about successinfluencing factors in the ITO field based on an extensive literature survey of 48 scientific articles deriving ITO success factors from empirical research work; structuring of this success factor knowledge by the development of two ITO taxonomies (taxonomy of success factors and taxonomy of success factor interdependencies); testing its practical applicability on the basis of 8 real long-running application outsourcing cases in the banking industry; further development of the success factor knowledge by identification of weightings and the temporal relevance of relevant success factors / success factor interdependencies within the ITO process. Design of the novel ITO Model based on the empirical knowledge gained by development of rules for relevant success factors and success factor interdependencies, by arrangement of these rules in temporal order within the ITO process and by assignment of these rules to four levels of environment.

Due to increasing competitiveness, manufacturing industries are facing a great amountof pressure to optimize their production. One of the first sectors affected by thisphenomenon is the metal industry, which has undergone multiple developments in theprocess of finding optimal solutions to this challenge. Examples for these solutions arefrequently found in IT-applications that optimize the technique of cutting and slittingthe produced metal. Research has namely proven that by generating an optimizedsolution with an IT-application, the scrap created in the metal production can beminimized. In the longer term, this can minimize costs and thereby improve thereturn of investment of organizations. However, an obstacle lies in the fact that auniversal, one-size-fits-all, solution has not been developed yet. Hence, for eachparticular case, a new optimization application needs to be developed according tothe respective metal producer's conditions and goals. The purpose of this paper is todemonstrate how the above-mentioned optimization can be developed and madepossible. This has been executed by performing a case study of an actual project of aleading Swedish metal producer who has ordered this kind of IT-application. Whiledoing so, an understanding of the dynamics of the optimization process has beenobtained. This has been done by executing and applying iterative and progressingmethods. In order to give a brief overview of this procedure, the mentioned methodscan be summarized in few simple steps. Primarily, qualitative and action researchinterviews have been held in a specification phase in order to clarify the company'sexact specifications. Thereafter, these specifications have been used as the main datain a configuration phase where progressing methods have been used. This has later onresulted in an optimized system. Finally, an evaluation of this optimization method hasbeen done which demonstrates that the used methods were efficient in the sense ofextracting an optimized IT-application.

Informationsteknik (IT) är avgörande för framgången för många företag och organisationer. En rad applikationer utformade för att erbjuda olika tjänster kräver olika nivåer av ansträngningar från användaren. För att underlätta för användaren tar olika tjänster ansvar för att automatisera olika typer av tjänster. Framgången för många IT-applikationer bestäms ibland av automatiseringsnivån. Därför är det viktigt att förstå i vilken grad ett system är automatiserad. Inte bara i utformningen av nya system, utan också att ge det välbehövliga stödet för ett stort antal användare. Syftet med denna uppsats är att undersöka automatiseringsnivån i en given IT-applikation. För att uppnå detta är det viktigt att göra en sådan utvärdering, med hjälp av ett relevant ramverk. Forskningsfrågan som tas upp i denna uppsats är: Hur kan automatisering i en IT-applikation utvärderas? Uppsatsen använder sig av både kvalitativa och kvantitativa metoder för att ta itu med denna fråga. Semistrukturerade intervjuer ansågs vara lämpliga för att förstå hur användare uppfattar olika IT-applikationer och de tjänster som erbjuds. För att förstå hur användare interagerade med olika nivåer av automatisering i en specifik applikation, genomfördes en undersökning av studenter på högre utbildning som använder sig av Zoom. Undersökningen följde ett ramverk som använts för att mäta nivåerna av automatisering för liknande applikationer. Resultaten av att analysera både kvalitativa intervjudata och kvantitativa undersökningsdata, tyder på att det finns ett antal faktorer som behöver förbättras för att underlätta användningen av Zoom i samband med högre utbildning. Till exempel kan detta vara chattfunktionen eller väntrumsfunktionen. Det finns dock liknande åsikter bland studenterna i vilken grad systemet är automatiserat. Till exempel väljer de flesta av respondenterna mellan 6 och 8, när de utvärderar den automatiserade nivån för datainmatningen i systemet. Denna uppsats hjälper till att visa en översikt över hur en IT-applikation kan utvärderas, men framför allt ur ett användarperspektiv där fokus ligger på studenternas perspektiv. / Information Technology (IT) is critical to the success of many businesses and organizations. A range of applications designed to offer different services require different levels of efforts from the user. To ease the burden on the user, different services take responsibility to automate different types of services. The success of many IT-applications is sometimes determined by the level of automation involved. Therefore understanding the degree to which a system is automated is important. Not just in the design of new systems, but also to provide the much needed support for a broad range of users. The purpose of this thesis is to investigate the level of automation in a given IT-application. To achieve this, it is important to conduct such an evaluation using a relevant framework. The research question addressed in this thesis is: How can automation in an IT-application be evaluated? The study uses both qualitative and quantitative methods to address this question. Semi-structured interviews were considered suitable to understand how users perceive different IT-application and the services offered. To understand how users interacted with different levels of automation in a specific application, a survey was carried out on higher education students using Zoom. The survey followed a framework used in measuring the levels of automation for similar applications. Results of analyzing both qualitative interview data and quantitative survey data suggests that, there are a number of factors that need to be improved to facilitate the use of Zoom in the context of higher education. For an example this could be the chat function, or the waiting room function. However, there are similar views among the students regarding the degree to which the system is automated. For instance most of the participants choose between 6 and 8 when assessing the automated level regarding data input into the system. This study will help to show an overview of how an IT-application can be evaluated, but above all from a user perspective where the focus is on students’ perspectives.

Approved for public release; distribution in unlimited. / The increasing complexity of political, regulatory, and technological changes confronting many commercial as well as non-profit organizations has made radical organizational change and adaptation a central research issue. Along with these research issues a new awareness with regard to organization-internal existing knowledge and the necessity to exploit and manage this knowledge to the benefits of the organization has been arising as well. In an era of forth-coming new advanced information technologies on a nearly day-to-day basis and the increasing awareness and willingness to incorporate knowledge management strategies, organizational leaders and upper management have been craving increasingly for a beneficial combination of the latter with their efforts to implement changes successfully within their organizations. This thesis will analyze various organizational change strategies in order to provide a clearer understanding of the impact/influence of current IT-solutions exploiting existing knowledge within an organization to the benefits of successful organizational change efforts and strategies. / Lieutenant, German Navy

Studien tar sin utgångspunkt i att Försvarsmaktens personal återkommande har angett en låg uppskattning till myndighetens IT-system i den årliga medarbetarundersökningen FM VIND. Detta arbete har undersökt bakomliggande orsaker till resultatet genom att studera förhållanden vid de tre taktiska staberna; ATS, MTS och FTS. Med ett antal bakomliggande faktorer identifierade, och med stöd av teoretiska modeller, ges förslag på åtgärder som kan bistå till att IT-systemen får en högre uppskattning hos användarna. Studien redovisar bland annat att FM AP är det mest uppskattade IT-systemet, och att SWECCIS är det minst uppskattade IT-systemet i urvalsgruppen. / The study is based on the fact that the service members of the Swedish Armed Forces have repeatedly stated a low estimate of the IT systems in the annual employee survey FM VIND.  This work has investigated underlying causes of the outcome, by studying the conditions of the three Component Commands; LCC, MCC and ACC. With a number of underlying factors identified, and with the support from theoretical models, suggestions are made for measures that can help the IT systems gain a higher appreciation among users. The study reports, among other things, that FM AP is the most appreciated IT system, and that SWECCIS is the least valued IT system in the selection group.

Digitalization is regarded as one of the most important forces in the world today. The unexpected covid-19 had its effects on the auditing process. The effects caused by covid-19 have been positive as well as negative. Many management had to adjust and rethink to find new solutions and methods to continue operating. The management was forced to make a digital transition to adjust to the situation. What is being investigated in this study is how the digitalization contributed to a more efficient auditing or less efficient. We will also like to see the consequnces of the IT-implementation in auditing companies. Previous studies has shown that smaller auditing firms is better equpped at using IT in the thier auditing process. This study will be using a qualitative research method in order to reach the purpose of the study. In order to use the qualitative research method, we used semi structured interviews. The interview concluded responses from 10 authorized auditors in different auditing firms. The conclusion from this study is as follows. The review phase was the most damaged by the rapid introduction of digitization. What is also confirmed is that there is a difference in digital condition between audit firms.

The unexpected outbreak of Covid19 that came in 2020 affected the entire world's population, industries and companies overnight. The auditing industry and its auditors have also been affected by the pandemic and the following crisis. Due to the crisis caused by the pandemic, many company managements have had to rethink and develop new strategies for continued operations. The audit companies and their auditors have been forced to make a digital transition and work remotely using digital tools to continue the audit work. The purpose of the study is to try to assess auditors' perceived change in the audit process and quality in connection with the digital transition that took place during Covid 19. We also want to see if the effects can be explained based on IT application and use depending on agency affiliation, as previous research indicates that smaller audit firms are better at IT implementation, use and are quicker to change. The study uses a qualitative research method in the form of semistructured interviews. The results were obtained by seven authorized auditors from audit firms of various sizes in Sweden. The conclusion that can be drawn from the study is that the pandemic has been a catalyst for digitization in t he auditing industry. Of the three parts of the audit process, the review phase was the most affected part, where the exchange of information was made more difficult, which led to longer lead times. The quality has not suffered to a large extent. It can be noted that there is a certain difference in digital conditions between audit firms.

長久以來，企業核心競爭能力早已被公認是企業獲利以及維繫的驅動者，對於服務業當然也不例外。為了有效生存於現今惡劣的商業環境，服務業必須維護其服務能力之成熟度，以使用者為服務的核心，並以消費者的需求為服務的出發點。唯有以客戶為本，才能使企業永續經營，故台灣服務業若要加入國際市場營運，企業服務能力將扮演一個相當重要的角色。 隨著人類壽命的延長、以及關心個人健康的中產階級崛起，健康檢查已逐漸成為新全民運動。由於市場龐大與需求旺盛，為了服務有健康意識且經濟條件佳的客群，全台醫院和專業診所紛紛設立健康管理中心，提供燈光美、氣氛佳、餐點好、服務親切的健檢環境，其中不少醫院更是砸下重金，重新改造內部裝潢與購買最新式的檢查儀器。因此，高階健檢產業如雨後春筍般的蓬勃成長。 本研究認為，為了實現更高的服務品質，高階健康檢查事業應適當的進行商業流程再造。藉由不斷地改善流程，企業得以回應並滿足顧客的需求，增加企業服務顧客的能力，持續提升服務品質。因此，本研究引用服務企業流程模式的架構，以高階健康檢查事業為研究對象，主要的研究問題分為三大部分：一為適用高階健康檢查事業的服務能力評量模式發展，其二為編輯符合實務用詞的流程領域描述說明，其三為提供高階健康檢查事業品質成長的參考軌跡。 本研究之結果，定義了高階健康檢查事業服務能力等級與成熟等級之表述方式，主動性的給予被評鑑機構一個品質提升的建議與參考的軌跡。本研究設計一套『高階健康檢查事業服務能力成熟度之自我評鑑與改善建議系統』，協助高階健康檢查事業自我評量服務成熟等級，並提供透過資訊科技應用來提升等級的建議。透過階段性的資訊科技應用採納，可妥善配置資訊科技採納進程並編製預算執行順序，來強化醫療照護服務的能力成熟度等級。 / Core competitiveness of enterprise has long been recognized as the driver of profits and sustainability of a business. Service industry is certainly in no exception. In order to effectively survive in today's harsh business environment, services business must maintain its maturity of service capabilities, treat consumer as the core of the services and serve the consumer need as the basic of services. Such consumer-oriented strategy is the key to ensure the long term prosperity of business. It is also essential to Taiwan's service industry for her successful operations in international market. With the extended human lifespan, as well as the rise of the middle class with concern about personal health, health checkup service has become a new national sport. In order to serve customers, who have health-conscious mind and favorable financial affordability, hospitals in Taiwan provide specialized clinics and health management centers. They offer soothing lights and good atmosphere as well as healthy meals and friendly services. Such reformation in health checkup business has seen vigorous market growth and received significant investment on both medical equipment and interior remodeling of examination facility. This study suggests that in order to achieve a higher quality of advanced health checkup service, adequate business process reengineering should be carried out as per need. With constantly improving processes, the service unit would be able to respond and fulfill the customer needs, increase the customer service capacity of the enterprise, and continue to improve service quality. Therefore, this study adapts service business process model as research framework and chooses advanced health checkup business as the research subject. The main research questions are divided into three parts: first is developing a service capability evaluation model for advanced health checkup business; second is editing descriptions of process areas in line with practical terms; third is providing a roadmap of advanced health checkup business to improve their service quality. Results of this study helps to define the capability level representations and maturity level representations for advanced health checkup business. It could proactively provide suggestions to and also be adopted as a reference roadmap for service quality improvement by the evaluated companies. This study also implements a “self-evaluation and improvement recommendation system for advanced health checkup service capability maturity level”, which assists advanced health checkup business to self-assess the maturity level of service capability, and provide recommendations to enhance the level through IT applications. Through the stage-wise IT application adoption, it could properly arrange IT adoption schedule, prepare budget execution order and strengthen the maturity level of health care services capability.