IT outsourcing management in Poland – trends and performance

2016 ◽  
Vol 9 (1) ◽  
pp. 60-96 ◽  
Author(s):  
Malgorzata Sobinska ◽  
Leslie Willcocks
Keyword(s):  
Survey Methodology ◽  
Service Providers ◽  
English Literature ◽  
Theory And Practice ◽  
It Outsourcing ◽  
Offshore Outsourcing ◽  
Manufacturing Companies ◽  
Content Type ◽  
Industrial Enterprises ◽  
Outsourcing Management

Purpose – The purpose of this paper is to find how mature the Polish commercial production companies are in their information technology (IT) sourcing practices, what they do, the practices that are successful, the challenges experienced and the outcomes.The paper presents and critically evaluates the results of a study of IT outsourcing management processes in selected industrial enterprises operating in Poland. Dynamic business contexts, globalisation and advances in IT make the development of IT sourcing models challenging in both theory and practice. This paper examines the principles and practice of sourcing IT and business processes in Poland, a country much under-represented in the literature. Little research has been conducted on the strategic rationale behind IT sourcing decisions, the resulting challenges and the potential or actual consequences of such decisions. This paper addresses these gaps in the understanding of IT sourcing processes by way of examining the types of sourcing models and solutions among manufacturing companies operating in Poland, and by identifying the most problematic and critical factors in effective IT sourcing collaborations. The outcomes are assessed against findings from the broader empirical outsourcing literature, and lessons are drawn for Polish client firms and those in similar economies. Design/methodology/approach – A survey methodology of a limited number of organisations in Poland was used. The study was designed to address the process of managing IT sourcing relations in production companies operating in Poland. The main objective of the study was to formulate working hypotheses to be used in further research on the sourcing models used in the IT sphere. Additionally, the study was designed to provide information on: the potential respondent reactions to the research problem, the understanding of the notions and terms used in the survey questionnaire and the evaluation of the research instrument itself. Findings – Organisations (and their employees) are generally well aware of their IT needs, and that they select quite well providers that suit their particular requirements. In their selection processes, organisations carefully consider not only the providers’ experience and the range of services on offer but also their flexibility in response to the client’s demands, the location and the trust formed in the course of previous cooperation. Communication between the parties typically takes the form of telephone conversations and e-mails. The majority of respondents reported more than one type of problems faced in the course of outsourcing. Problems concentrated in the areas of communication (52 per cent) and organisation (48 per cent), followed by difficulties in enforcing the terms of the contract. Research limitations/implications – It is a selective sample, focuses only on production companies and does not look at the offshore outsourcing market that has grown up in Poland, but rather what domestic polish organisations do in their sourcing practices. Practical implications – The organisations still struggle with the organisation and management of relations with their external service providers while getting reasonable results. They have much to learn from the published literature on managing the outsourcing life cycle. Social implications – There is a need for better inter-organisational cooperation. Originality/value – Poland is very underrepresented in the outsourcing literature – there are no examples of surveys like this in the English literature.

Employing proactive interaction for service failure prevention to improve customer service experiences

2017 ◽  
Vol 27 (1) ◽  
pp. 164-186 ◽  
Author(s):  
Hyunju Shin ◽  
Alexander E. Ellinger ◽  
David L. Mothersbaugh ◽  
Kristy E. Reynolds
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Service Providers ◽  
Service Failure ◽  
Marketing Research ◽  
Theory And Practice ◽  
Future Research ◽  
Content Type ◽  
Failure Prevention ◽  
Patronage Behavior

Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics. Design/methodology/approach The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting. Findings The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive. Originality/value The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

scholarly journals The role of information technology in strengthening human resources for health

2013 ◽  
Vol 114 (1) ◽  
pp. 67-79 ◽  
Author(s):  
Nicole Sarkis ◽  
Lillian Mwanri
Keyword(s):  
Information Technology ◽  
Health Services ◽  
Human Resources ◽  
Health Professionals ◽  
Service Providers ◽  
Health Workers ◽  
Human Resources For Health ◽  
English Literature ◽  
Content Type ◽  
The Pacific

Purpose – The purpose of this paper is to discuss innovative ways of addressing human resources for health (HRH) shortage in the Pacific, supported by a review of the literature and the Pacific Open Learning Health Network (POLHN), a programme created in response to the Pacific's HRH concern. Design/methodology/approach – A systematic search was conducted of English literature between 1990 and 2012. A number of key words, singly and/or in combination, were used to search for articles on ProQuest and PubMed. Original articles were identified and reference lists scrutinised to obtain additional literature. Due to the paucity of information, only narrative review was conducted and themes emerging from the literature identified and critically reviewed. Findings – There is a worldwide HRH shortage and a need to improve the skills of the health workforce to respond to changing population health needs. Continuing education (CE) through use of information technology (IT) is a means to strengthen HRH. POLHN is one example of an initiative to improve health worker skills and motivation. Technological change is increasingly common place in society. To make sense of these changes, practitioners can look for common themes in successful technological innovations of interactivity; information access, creation or sharing; communication; and simplicity. To ensure effective regulation of CE and IT there is a need to incorporate qualitative as well as quantitative measures, to prioritise the creation of quality, relevant, and appropriate resources and to facilitate access and active participation by health workers. Originality/value – The paper highlights the complexity of HRH shortage as a global problem, which demands multiple initiatives to respond to the shortage in the pursuit of skilled, equitable and just delivery of health services and distribution of health service providers. One initiative that has worked elsewhere is professional development of health professionals through the provision of CE using IT. Online learning offers a pathway to address HRH shortage and overcomes challenges posed by distance, limited infrastructure and in small remote communities. POLHN contributes to improved skills and knowledge among health professionals who can, as a result, deliver better health services in a region as geographically dispersed and isolated as the Pacific.

National standards: improving patient rights and safety of health services

2014 ◽  
Vol 19 (3) ◽  
pp. 194-206 ◽  
Author(s):  
Lisa O’Farrell ◽  
Michael Byrne ◽  
Linda Moore
Keyword(s):  
Mental Health ◽  
Health Services ◽  
Mental Health Professionals ◽  
Online Survey ◽  
Survey Methodology ◽  
Service Providers ◽  
Patient Rights ◽  
Content Type ◽  
Regulatory Standards ◽  
The Impact

Purpose – Regulation is increasingly being used in healthcare to influence the behaviour of healthcare organisations. Since 2006, a key change in Ireland has been the introduction of national regulatory standards in mental health services under new legislation. Little empirical evidence, however, exists on the effects of regulation. The purpose of this paper is to examine the perceived impact of standards at patient level as well as on professional and organisational practice in services. Design/methodology/approach – An anonymous online survey methodology using a self-devised questionnaire instrument was employed. A national cohort of service managers and multi-disciplinary mental health professionals were asked their views on the introduction of standards. Findings – A total of 185 individuals responded to the survey, yielding a response rate of 38 per cent. Substantial improvements were reported to have taken place across services with the most notable changes being improved safeguarding of patients’ rights and increased safety of care. Additionally, major changes were reported in professional working with new topics being discussed at management meetings and new functions being incorporated into certain professionals’ roles. Practical implications – Standards can change behaviour at several levels across healthcare organisations, although professional groups differ in their views on the degree of this impact. Originality value – To the authors’ knowledge, this is the first evaluation of the impact of national regulatory standards in healthcare in Ireland. This study lends support to the use of standards to enhance patient rights and the safety of services. The results provide useful direction for policy makers, regulators, and service providers.

IT outsourcing in the public sector: a conceptual model

2014 ◽  
Vol 8 (1) ◽  
pp. 8-27 ◽  
Author(s):  
Francois Duhamel ◽  
Isis Gutiérrez-Martínez ◽  
Sergio Picazo-Vela ◽  
Luis Luna-Reyes
Keyword(s):  
Organizational Culture ◽  
Public Sector ◽  
Service Providers ◽  
Organizational Factors ◽  
It Outsourcing ◽  
Future Research ◽  
Content Type ◽  
The Public ◽  
Technology Enactment

Purpose – The purpose of this article is to propose a theoretical model explaining information technology outsourcing performance in the public sector as well as a set of empirically testable propositions to improve the understanding of key determinants of success. Design/methodology/approach – Based on Fountain ' s technology enactment framework, the authors integrated inter-organizational factors, such as trust, knowledge sharing, and quality of outsourcing interfaces, in the model and added organizational culture alignment between service providers and public administration to enhance Fountain ' s original framework. Findings – The authors proposed 17 empirically testable propositions to establish the relationships between key variables in IT outsourcing projects in the public sector. Research limitations/implications – The proposed model provides guidance for future research aimed at advancing knowledge of IT outsourcing. Originality/value – The contribution lies in the development of specific variables, such as trust, knowledge, and organizational culture, which are related to building an outsourcing relationship and are used as determinants of the quality of organizational interfaces between public bureaucracies and IT outsourcing providers.

Power, resource dependencies and capabilities in intercultural B2B relationships

2018 ◽  
Vol 32 (5) ◽  
pp. 629-642 ◽  
Author(s):  
Ashish Malik ◽  
Liem Viet Ngo ◽  
Russel P.J. Kingshott
Keyword(s):  
Firm Performance ◽  
Relationship Quality ◽  
Resource Dependence ◽  
Theory And Practice ◽  
Offshore Outsourcing ◽  
Future Research ◽  
Design Data ◽  
Content Type ◽  
B2b Relationships ◽  
Resources And Capabilities

PurposeThis exploratory study aims to analyse the influence of organisational resources and capabilities on relationship quality and firm performance in the context of high-technology offshore outsourcing service vendors.Design/methodology/approachUsing a qualitative case study design, data from four offshore business process and information technology outsourcing firms were analysed.FindingsFindings highlight that resource dependence, cultural orientation and the vendor’s resources and capabilities strengthen relationship quality and affect firm performance.Originality/valueThe distinctive contribution of this study lies in identifying key organisational mechanisms that improve relationship quality and firm performance, as well as help to understand the adverse effects of ethnocentricity and power faced by vendors and subsidiaries within diverse intercultural contexts. Study limitations and future research directions, along with implications for theory and practice, are also discussed.

Customer responses towards disabled frontline employees

2017 ◽  
Vol 45 (4) ◽  
pp. 385-403 ◽  
Author(s):  
Mark Scott Rosenbaum ◽  
Rojan Baniya ◽  
Tali Seger-Guttmann
Keyword(s):  
Service Quality ◽  
Survey Methodology ◽  
Service Providers ◽  
Online Reviews ◽  
Original Research ◽  
Frontline Employees ◽  
Content Type ◽  
Word Clouds ◽  
Disabled Employees ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of disabled service providers on customers’ evaluations of service quality and behavioural intentions. Design/methodology/approach The authors conducted a qualitative analysis of online reviews from samples collected in a “dining-in-the-dark” restaurant, which employs blind waiters, and from a restaurant that employs deaf servers. The authors also put forth three quantitative analyses that use survey methodology. Findings Based on word clouds generated by online data, the findings show that customers treat the hiring of disabled service providers as the most prominent clue in their perceptions of organizational service quality. The quantitative results further illustrate that customers who hold more favourable attitudes towards disabled employees are more likely than other customers to spread positive word-of-mouth (WOM). Another analysis reveals that attitudes towards disabled employees are a separate construct from human compassion. Research limitations/implications Customers’ attitudes towards disabled frontline service employees represent a service quality driver. The authors offer researchers an exploratory scale on consumer attitudes towards the hiring of disabled employees to further refine and develop for future validation. Practical implications Retail organizations may be able to obtain a competitive advantage by employing frontline disabled people through customer WOM communications. These communications are linked to positive organizational outcomes. Originality/value Retail and service researchers know considerably little about customers’ perceptions of interacting with disabled employees. This paper represents original research that encourages retail and service organization to employ disabled frontline employees.

Effects of human resource development practices on service quality of services offshore outsourcing firms

2015 ◽  
Vol 32 (7) ◽  
pp. 703-717 ◽  
Author(s):  
Vathsala Wickramasinghe
Keyword(s):  
Quality Of Service ◽  
Human Resource Development ◽  
Human Resource ◽  
Structural Equation ◽  
Survey Methodology ◽  
Likelihood Estimation ◽  
Resource Development ◽  
Offshore Outsourcing ◽  
Content Type

Purpose – The purpose of this paper is to investigate the influence of human resource development (HRD) practices on the quality of service of services offshore outsourcing firms in Sri Lanka. Design/methodology/approach – Survey methodology was used and 402 respondents who fulfilled the selection criteria set for the study responded. To examine the hypothesised relationships structural equation modelling with maximum likelihood estimation was performed using AMOS 16. Findings – The analysis yielded two component factor structure for HRD practices, which were termed as talent engagement and job-related training. It was found that both talent engagement and job-related training significantly positively predict the quality of service. The study provided empirical data to support the contention that organisations should develop and engage capabilities of employees to enhance the quality of service. Originality/value – Characteristics of service business demand the effective use of human resource. Therefore, it is expected that the findings of this study will provide useful information for academics and practitioners to make informed decisions on the influence of HRD practices on the quality of service.

Typology of practices for managing consumer returns in internet retailing

2019 ◽  
Vol 49 (7) ◽  
pp. 767-790 ◽  
Author(s):  
Klas Hjort ◽  
Daniel Hellström ◽  
Stefan Karlsson ◽  
Pejvak Oghazi
Keyword(s):  
Service Providers ◽  
Theory And Practice ◽  
Business Strategies ◽  
Structured Interviews ◽  
Content Type ◽  
Consumer Returns ◽  
Logistics Service Providers ◽  
Internet Retailing ◽  
Returns Management ◽  
Changes Over Time

Purpose The purpose of this paper is to explore, describe and categorise practices of managing product returns empirically in internet retailing. Design/methodology/approach A multiple case study was conducted involving 12 e-commerce firms and 4 logistics service providers. An integrative data collection approach of semi-structured interviews, documentation and observations was used to gain comprehensive managerial and operational descriptions of returns management (RM) processes. Findings The findings show inconsistent RM processes, with a plethora of practices implemented and organised differently across firms. RM processes are ambiguous; their design is a result of incremental changes over time, lacking strategy and goals. There is a mismatch between how they are described and understood in the literature and how they are actually used. Practices in gatekeeping, avoidance and reverse logistics are defined and categorised. These serve as a typology of practices for managers to (re)consider, along with 15 propositions on how RM is practised. Research limitations/implications The range of RM practices and the processes reflect a lack of scholarly attention and strategic view. Research is needed to develop clear goals on how the RM process can be better aligned with business strategies. Practical implications The typology of practices is a benchmark for internet retailers in their design of efficient RM processes. Originality/value Systematic and empirical research on RM is scarce compared to forward management. The study bridges this gap as one of the first to describe RM practices in depth, define service as a key activity, and identify a mismatch between theory and practice.

Platform-based business model strategies for manufacturers seeking pivot opportunities

2020 ◽  
Vol 36 (12) ◽  
pp. 1-3
Keyword(s):  
Business Models ◽  
Service Providers ◽  
Stakeholder Management ◽  
Data Gathering ◽  
Manufacturing Companies ◽  
Content Type ◽  
Product Platforms ◽  
Smart Products ◽  
Smart Product ◽  
Smart Service

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This conceptual paper concentrates on how manufacturing companies can revitalize their business models by pivoting into becoming smart service providers accessed through a smart service platform. Three strategic platform options – for firms who wish to pivot from being smart service providers to smart platform providers – are a smart data platform, a smart product platform, and a matching platform. User co-creation molds with data gathering on smart product platforms, which creates scalable opportunity once multiple smart products have been built. Making this kind of transition involves sequential upskilling and investment in tech, branding, and stakeholder management. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

An empirical comparison of pricing models in information technology service outsourcing in Indian context

2015 ◽  
Vol 22 (4) ◽  
pp. 697-710 ◽  
Author(s):  
Daisy Mathur Jain ◽  
Reema Khurana
Keyword(s):  
Information Technology ◽  
Theory And Practice ◽  
It Outsourcing ◽  
Empirical Comparison ◽  
Pricing Models ◽  
Service Outsourcing ◽  
Content Type ◽  
It Service ◽  
Fixed Price ◽  
Practical Implications

Purpose – The information technology (IT) outsourcing has been inexorably growing in spite of its downsides. The main reasons are financial gains and cost reductions, as well as it allows companies to focus on their core selling areas. Within IT outsourcing, offshoring has become a big success because it greatly reduces costs. Countries like India, China and Philippines are attracting a lot of IT outsourcing work. In order to save costs, companies have to work out the best pricing models with the vendors so enable profitability at both ends. The main pricing models prevalent in the industry are Time and Material (TnM) and Fixed Time Fixed Price (FTFP) alternately also referred as Fixed Price. There are various other pricing models now, which are mainly variations of these. The purpose of this paper is to show an empirical comparison between these models from the vendor’s perspective to see which of them has greater acceptability. Design/methodology/approach – The paper is an empirical paper in which literature survey has been done to study various pricing models in the IT service outsourcing industry, on the basis of same, two most used models have been identified, namely, FTFP and TnM, hypothesis were formulated, Likert scale questionnaire was formed. Subsequently data were collected and Wilcoxon signed-rank test was carried out to compare the variables defining the FTFP and TnM models of pricing. In total, 68 firms were targeted and 120 responses were received. The two models were studied against parameters like usage, profitability, risk, deliveries meeting project schedule, good quality code, the pricing model used by respondents’ majority of times and whether either of them lead to increasing costs. Findings – This study has found that TnM is less risky for vendors, more profitable and vendors are able to manage better quality delivery compared to FTFP. Also it has been statistically proven that the pricing models TnM and FTFP do not impact the usage and schedules in any way. These are important findings as there have been no earlier research papers which have compared the pricing models with reference to Indian IT service outsourcing industry. Research limitations/implications – The two major pricing models TnM and FTFP are studied in the paper below. Data were gathered from 68 companies. As per results, TnM is more profitable, less risky, does not lead to increasing cost and produces good quality code as compared to FTFP also it has been statistically proven that the pricing models TnM and FTFP do not impact the usage and schedules in any way. The implications bridge a gap between theory and practice, as theoretically many pricing models exist, however, what are practical applications and justification vis-à-vis different aspects has not been approached statistically so far in the given context. Further research can be done on other variations of pricing models and to establish which one should be the preferred model and in which circumstances. Practical implications – There are major practical implications of the paper as it fills the gap between the theoretical discussions of pricing and identifies and statistically proves importance of various aspects of pricing in practice. Originality/value – The paper is original and adds value in terms of advising the IT service outsourcing companies as to which pricing models to use.

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