Thesis (Ph. D.)--University of Hong Kong, 2008. / Includes bibliographical references (p. 141-161) Also available online.

Thesis (Ph. D.)--University of Hong Kong, 2008. / Includes bibliographical references (p. 141-161) Also available in print.

M.Comm. (Computer Auditing) / It is undeniable that over the last couple of years information technology outsourcing has witnessed considerable success and growth in South Africa and the world at large. However, there have been a number of IT outsourcing failures as evidenced by the substantial number of organizations that outsourced their IT systems and then moved them back in-house, or outsourced to another service provider. This is proof that some of the practices inherent in IT outsourcing are flawed. In order to find out why IT outsourcing was failing in South Africa, the study investigated the current practices in IT outsourcing against the best practices. A comprehensive literature study on IT outsourcing best practices and an empirical study on outsourcing organizations employing the services of top IT outsourcing service providers in South Africa was done. The research study revealed strong evidence that organizations are experimenting with different types of IT outsourcing that consequently have different benefits and risks. The empirical findings also proved that there was no ‘one size fits all’ when it came to the reasons for justifying outsourcing IT by organizations. It was also clear that no organization would openly admit to having hidden agendas that informed why and how they outsourced their IT. The study also found strong evidence of critical success factors that are significant and are embraced by IT outsourcing organizations. Also revealed, there were control considerations in IT outsourcing that showed strong evidence of applicable risks and the governance mechanisms employed.

M.Com. (Business Management) / Its seems that Information and Communication Technology (ICT) Outsourcing is now a major business for Information Technology Outsourcing Providers (ITOPs) and all their focus is on client retention and new business acquisition. Variables like Employee Satisfaction, Customer Loyalty, and Financial Performance and how they relate to Customer Satisfaction seem to have received ample research attention. The way the client perceives and rates the service, can be influenced by a couple of factors and Service Level Rating (SLR) is one of the factors under study. The main aim of the research was to investigate the relationship between Service Level Rating and Customer Satisfaction Rating (CSR) in Information and Communication Technology Outsourcing. Other variables like competency of the engineer, size of company and type of industry were also used to see if this relationship between SLR and CSR depends on these variables. A quantitative research approach is followed. Secondary data is used in the study as it is considered the most suitable given the variables under investigation. The main variables are Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). Pre-testing was done to ensure reliability which solidifies the foundation for the analysis and results. The research showed that there is a strong negative relationship between Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). However the results showed that client rates do not depend on the level of competency of the engineer providing the service. During SLA negotiations, managers need to be able to balance the effect of Customer Satisfaction and at the same time save the client on cost of delivery at a high Service Level after careful considerations of the factors that influence Customer Satisfaction. Although it is important to maintain customer satisfaction ratings, managers must understand the implications of the human elements of customer satisfaction. The results may not be generalised but are limited to the organisation under study. This research can open further areas of research in future across the ICT sector. More avenues need to be researched on the relationship between the two variables. In future the research could further investigate if the relationship between SLR and CSR is affected by level of the client within the organisation. The research could be extended across the ICT industries in South Africa, the developing and developed economies.

Thesis (MBA)--Stellenbosch University, 2010. / Purpose: The aim of this research is to establish an IT outsourcing framework to enable SITA to consider key IT outsourcing elements to provide the required IT outsourcing or similar services to its customers to better fulfil its mandate as outlined in the SITA Act and other related legislation. Design/methodology/approach: The information gathered from various literature sources was analysed, evaluated and assessed to determine trends, lessons learnt and pitfalls of IT outsourcing, and IT mergers and acquisitions to develop an IT outsourcing framework and approach. Findings: The IT outsourcing framework for SITA consists of customer value drivers (motivating factors), governance model, engagement and supplier management model, and business model as the key IT outsourcing elements that SITA must consider to successfully provide the required IT outsourcing or similar services to its customers to improve its credibility. Research limitations/implications: To extend this research, more work is necessary to assess each element of the framework to determine specific actions that must be taken to leverage on economies of scale, improve productivity and IT capability within Government departments. Practical implications: This framework is intended to provide SITA with guidelines and an approach that may be used to successfully respond to the customers requests respond to the IT operations of its customers or to collaborate with the customer in providing its IT outsourcing services. Originality/value: This research will contribute towards establishing the best practices for agencies like SITA to successfully provide IT outsourcing services to Government.

M.Tech. Business Administration. Business School. / The purpose of this research is to assess which factors are critical to realize success in an Information Technology (IT) outsourcing relationship. The study assessed the applicability of the Relationship Quality (RELQUAL) model dimensions as relevant constructs that leads to relationship success and relationship retention on an existing IT outsourcing relationship. Emphasis was placed on the intangible factors which are trust, commitment, communication, cultural understanding and interdependence. This research was conducted within the context of the South African business environment.

Esta tese apresenta uma análise do compartilhamento do conhecimento, da capacidade absortiva e da inovação nos relacionamentos interorganizacionais do tipo terceirização de Tecnologia da Informação. Assim sendo, o objetivo desta tese é propor um framework que relacione o compartilhamento do conhecimento, a capacidade absortiva e a inovação nos relacionamentos interorganizacionais do tipo terceirização de tecnologia da informação. Para responder a seguinte questão de pesquisa: Como se caracteriza a relação entre o compartilhamento do conhecimento, a capacidade absortiva e a inovação nos relacionamentos interorganizacionais do tipo terceirização de tecnologia da informação. Esta pesquisa é exploratória, de natureza qualitativa e utilizando como estratégia o estudo de casos múltiplos, onde foram analisadas 12 empresas em ambientes de terceirização de TI, sendo 4 empresas fornecedoras de TI e 8 empresas clientes de TI. Os critérios para a seleção das empresas foram: em primeiro lugar, as empresas deveriam ter relacionamentos interorganizacionais do tipo terceirização de ERPs, em que os processos de compartilhamento do conhecimento estejam presentes. Outro critério para a seleção dos casos foi a diversidade de segmentos de atuação das empresas clientes de ERPs para, com isso, tentar evitar a contaminação pelas características especiais de cada segmento de atuação, ou seja, tentou-se reduzir algum viés relacionado aos segmentos de atuação das empresas. Associado a isso, o último critério utilizado para a seleção das empresas clientes de ERPs foi a existência de alguma dependência destas empresas em relação ao software ERP para a implementação de suas estratégias e operações. Os dados foram coletados através de entrevistas semiestruturadas, documentos e observação direta. Após a coleta dos dados, os casos foram analisados individualmente, e posteriormente comparados, buscando convergências e divergências, tentando estabelecer um perfil de comportamento quanto ao compartilhamento do conhecimento, a capacidade absortiva e a inovação nos relacionamentos interorganizacionais, para operacionalização do tratamento dos dados foi utilizado o software de análise qualitativa dos dados chamado MAXQDA® for Mac. Ainda, com a intenção de sanar eventuais problemas na realização da pesquisa, foram tomados alguns cuidados e procedimentos que aumentarão a validade e a confiabilidade da pesquisa. Foram utilizados os critérios de validade do constructo, validade externa e confiabilidade. Os principais resultados encontrados na pesquisa foram, a relação entre o compartilhamento do conhecimento e da capacidade absortiva mostrou estar relacionado positivamente para a existência de inovação no ambiente de terceirização de TI, dizendo de outra forma, quanto maior for a capacidade da empresa de absorver o conhecimento compartilhado através da terceirização de TI, maior a possibilidade de inovação neste ambiente. Outro achado, foi em relação à decisão da terceirização do ERP, ou seja, pôde-se perceber que os motivos das “empresas clientes” terceirizarem seus ERPs, podem estar relacionados com o compartilhamento do conhecimento, a capacidade absortiva e a inovação. Por fim, esta pesquisa fornece compreensões acerca dos fenômenos compartilhamento de conhecimento, capacidade absortiva e inovação em ambientes de terceirização da TI, pois estes fenômenos foram compreendidos a partir de uma nova perspectiva, ou seja, analisados em conjunto e num ambiente próprio, o da terceirização da TI. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2015-04-01T13:48:09Z No. of bitstreams: 1 Tese Roberta Rodrigues Faoro.pdf: 2638943 bytes, checksum: f1c1fc15efd4e7aefb9530e52878c32c (MD5) / Made available in DSpace on 2015-04-01T13:48:09Z (GMT). No. of bitstreams: 1 Tese Roberta Rodrigues Faoro.pdf: 2638943 bytes, checksum: f1c1fc15efd4e7aefb9530e52878c32c (MD5) / This thesis presents an analysis of the sharing of knowledge, absorptive capacity and innovation in the inter-relationships of the type outsourcing information technology. Therefore, the objective of this thesis is to propose a framework that links knowledge sharing, absorptive capacity and innovation in interorganizational relationships of the type of outsourcing information technology. To answer the following research question: How do you characterize the relationship between knowledge sharing, absorptive capacity and innovation in interorganizational relationships of the type of outsourcing information technology. This research is exploratory, qualitative and using as a strategy the multiple case study, where 12 companies were analyzed in IT outsourcing environments, 4 suppliers of IT and IT 8 client companies. The criteria for the selection of companies were: first, the companies should have inter-relationships of the type outsourcing ERP, in which knowledge sharing processes are present. Another criterion for the selection of cases was the diversity of business segments of ERP customers to companies, therefore, try to avoid contamination by the special characteristics of each business segment, ie, we attempted to reduce any bias related to the segments of performance of companies. Associated with this, the last criterion for the selection of ERP business customers was the existence of any dependency on these companies in relation to ERP software for the implementation of their strategies and operations. Data were collected through semi-structured interviews, documents and direct observation. After collecting the data, the cases were analyzed individually and then compared, looking for similarities and differences, trying to establish a profile of behavior regarding the sharing of knowledge, absorptive capacity and innovation in interorganizational relationships, for operationalization of data treatment was used a software of analysis of data qualitative called MAXQDA® for Mac. Still, with the intention to re medy any problems conducting the survey, were taken some precautions and procedures that increase the validity and reliability of the research. We used the construct validity criteria, external validity and reliability. The main results found in the survey were, the relationship between knowledge sharing and absorptive capacity shown to be positively related existence of innovation in IT outsourcing environment, to put it another way, the greater is company ability to absorb knowledge shared by IT outsourcing, the greater the likelihood of innovation in this environment. Another finding was related to the ERP outsourcing decision, ie, we could realize that the reasons for the "client companies" outsource their ERPs, may be related to the sharing of knowledge, absorptive capacity and innovation. Finally, this research provides understandings about knowledge sharing phenomena, absorptive capacity and innovation in the IT outsourcing environments, as these phenomena are understood from a new perspective, that is, taken together and in own environment, the IT outsourcing.

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2017. / The balance between the dependency on Information and Communications Technology (ICT) and reducing costs has led to an increase in ICT outsourcing in many organisations. ICT outsourcing has benefits, but organisations have limited knowledge on information security and risks when outsourcing these functions. A lack of information security knowledge or a poor organisational risk culture carries the risk of project failure and security breaches. It is unclear how to manage information risks through the usage of ICT infrastructure risk management when outsourcing ICT projects, and this exposes organisations to ICT security risks. The aim of the study is to explore how a selected transport organisation can manage information risks through the usage of infrastructure risk management when outsourcing ICT projects. Two primary research questions are posed namely, “what information risks does the ICT department manage when outsourcing ICT projects?”, and “how can the ICT department protect their information through the usage of infrastructure risk management against ICT security threats when outsourcing ICT?” To answer these two questions, a study was conducted at a transport organisation in South Africa. A subjective ontological and interpretivist epistemological stance has been adopted and an inductive research approach was followed. The research strategy was a case study. Data for this study was gathered through interviews (17 in total) using semi-structured questionnaires. Data collected were transcribed, summarised, and categorised to provide a clear understanding of the data. For this study, forty findings and eight themes were identified. The themes are ICT outsourcing, information risks, costs, ICT vendor dependency, vendor access and management, risk management, user awareness, and frameworks. Guidelines are proposed, comprising six primary components. The results point to gaps that need to be addressed to ensure that information is protected when outsourcing ICT projects. Measures need to be put in place and communication has to be improved among operating divisions. The findings lead to questions such as, ““how does business create an ICT security culture to ensure that information is protected at all times”, and “does vendor access management really get the necessary attention it requires?” Further studies on human behaviour towards ICT security is needed to ensure the protection of organisations against security risks.

Esta tese apresenta uma análise do compartilhamento do conhecimento, da capacidade absortiva e da inovação nos relacionamentos interorganizacionais do tipo terceirização de Tecnologia da Informação. Assim sendo, o objetivo desta tese é propor um framework que relacione o compartilhamento do conhecimento, a capacidade absortiva e a inovação nos relacionamentos interorganizacionais do tipo terceirização de tecnologia da informação. Para responder a seguinte questão de pesquisa: Como se caracteriza a relação entre o compartilhamento do conhecimento, a capacidade absortiva e a inovação nos relacionamentos interorganizacionais do tipo terceirização de tecnologia da informação. Esta pesquisa é exploratória, de natureza qualitativa e utilizando como estratégia o estudo de casos múltiplos, onde foram analisadas 12 empresas em ambientes de terceirização de TI, sendo 4 empresas fornecedoras de TI e 8 empresas clientes de TI. Os critérios para a seleção das empresas foram: em primeiro lugar, as empresas deveriam ter relacionamentos interorganizacionais do tipo terceirização de ERPs, em que os processos de compartilhamento do conhecimento estejam presentes. Outro critério para a seleção dos casos foi a diversidade de segmentos de atuação das empresas clientes de ERPs para, com isso, tentar evitar a contaminação pelas características especiais de cada segmento de atuação, ou seja, tentou-se reduzir algum viés relacionado aos segmentos de atuação das empresas. Associado a isso, o último critério utilizado para a seleção das empresas clientes de ERPs foi a existência de alguma dependência destas empresas em relação ao software ERP para a implementação de suas estratégias e operações. Os dados foram coletados através de entrevistas semiestruturadas, documentos e observação direta. Após a coleta dos dados, os casos foram analisados individualmente, e posteriormente comparados, buscando convergências e divergências, tentando estabelecer um perfil de comportamento quanto ao compartilhamento do conhecimento, a capacidade absortiva e a inovação nos relacionamentos interorganizacionais, para operacionalização do tratamento dos dados foi utilizado o software de análise qualitativa dos dados chamado MAXQDA® for Mac. Ainda, com a intenção de sanar eventuais problemas na realização da pesquisa, foram tomados alguns cuidados e procedimentos que aumentarão a validade e a confiabilidade da pesquisa. Foram utilizados os critérios de validade do constructo, validade externa e confiabilidade. Os principais resultados encontrados na pesquisa foram, a relação entre o compartilhamento do conhecimento e da capacidade absortiva mostrou estar relacionado positivamente para a existência de inovação no ambiente de terceirização de TI, dizendo de outra forma, quanto maior for a capacidade da empresa de absorver o conhecimento compartilhado através da terceirização de TI, maior a possibilidade de inovação neste ambiente. Outro achado, foi em relação à decisão da terceirização do ERP, ou seja, pôde-se perceber que os motivos das “empresas clientes” terceirizarem seus ERPs, podem estar relacionados com o compartilhamento do conhecimento, a capacidade absortiva e a inovação. Por fim, esta pesquisa fornece compreensões acerca dos fenômenos compartilhamento de conhecimento, capacidade absortiva e inovação em ambientes de terceirização da TI, pois estes fenômenos foram compreendidos a partir de uma nova perspectiva, ou seja, analisados em conjunto e num ambiente próprio, o da terceirização da TI. / This thesis presents an analysis of the sharing of knowledge, absorptive capacity and innovation in the inter-relationships of the type outsourcing information technology. Therefore, the objective of this thesis is to propose a framework that links knowledge sharing, absorptive capacity and innovation in interorganizational relationships of the type of outsourcing information technology. To answer the following research question: How do you characterize the relationship between knowledge sharing, absorptive capacity and innovation in interorganizational relationships of the type of outsourcing information technology. This research is exploratory, qualitative and using as a strategy the multiple case study, where 12 companies were analyzed in IT outsourcing environments, 4 suppliers of IT and IT 8 client companies. The criteria for the selection of companies were: first, the companies should have inter-relationships of the type outsourcing ERP, in which knowledge sharing processes are present. Another criterion for the selection of cases was the diversity of business segments of ERP customers to companies, therefore, try to avoid contamination by the special characteristics of each business segment, ie, we attempted to reduce any bias related to the segments of performance of companies. Associated with this, the last criterion for the selection of ERP business customers was the existence of any dependency on these companies in relation to ERP software for the implementation of their strategies and operations. Data were collected through semi-structured interviews, documents and direct observation. After collecting the data, the cases were analyzed individually and then compared, looking for similarities and differences, trying to establish a profile of behavior regarding the sharing of knowledge, absorptive capacity and innovation in interorganizational relationships, for operationalization of data treatment was used a software of analysis of data qualitative called MAXQDA® for Mac. Still, with the intention to re medy any problems conducting the survey, were taken some precautions and procedures that increase the validity and reliability of the research. We used the construct validity criteria, external validity and reliability. The main results found in the survey were, the relationship between knowledge sharing and absorptive capacity shown to be positively related existence of innovation in IT outsourcing environment, to put it another way, the greater is company ability to absorb knowledge shared by IT outsourcing, the greater the likelihood of innovation in this environment. Another finding was related to the ERP outsourcing decision, ie, we could realize that the reasons for the "client companies" outsource their ERPs, may be related to the sharing of knowledge, absorptive capacity and innovation. Finally, this research provides understandings about knowledge sharing phenomena, absorptive capacity and innovation in the IT outsourcing environments, as these phenomena are understood from a new perspective, that is, taken together and in own environment, the IT outsourcing.

Submitted in fulfillment of the requirement for the degree of Master of Information and Communications Technology, Durban University of Technology, Durban, South Africa, 2017. / The selection of an appropriate vendor from a set of competing vendors in information technology outsourcing is an essential decision for the effective and efficient management of supply chain management in a fiercely competitive environment. Given the growing and intensive applications of information technology resources to improve process efficiency, achieve growth, foster innovation and transform service delivery, the need arises to outsource the major information technology operations of an organisation, as a strategy for organisations to concentrate on their core businesses. Information technology outsourcing is an important constituent in supply chain management, because it demands effective selection of an appropriate vendor, based on multiple conflicting criteria. Supply chain management places strong emphasis on effective evaluation and selection of vendors against usually conflicting multiple criteria, rather than on cost as a single criterion upon which to base a decision. Multiple criteria generally include both qualitative and quantitative attributes, some of which can be fuzzy in nature. The overarching purpose of this research is to screen the most important criteria of information technology outsourcing for vendor selection based on expert opinions. The experts are from institutions of higher education, health, inspection and testing, property, shipping, state own enterprise, local government and transportation, who share their views regarding criteria that influence their vendor selection decision. Since the vendor selection decision is characterised by a high degree of subjectivity, interdependency and conflicting criteria, the analytic hierarchy process is applied to determine the weights of the identified criteria, evaluate and rank the potential vendors that provide information technology outsourcing services to the sampled institutions. The sample size for this research comprises 16 respondents and the 11 criteria which are cost, quality, commitment, additional resources, additional expertise, prior work, contract terms, confidentiality, location, on supplier database and black economic empowerment. Results show that quality of product is the most important attribute for vendor selection in information technology outsourcing. In addition, the study found that the sampled institutions can categorise their information technology outsourcing vendors more effectively and select a more effective supply chain partner. Moreover, the sampled institutions can provide unsatisfactory vendors with valuable feedback that will help them improve and become good partners in the future. / M