Quality models and qualification methods for organizations involved in eSourcing

The IT Services Qualification Center (ITSqc) at Carnegie Mellon University develops capability models to improve the relationship between service providers and their clients. The eSourcing Capability Model for Service Providers (eSCMSP) v2 was released in April 2004. The eSourcing Capability Model for Client Organizations (eSCMCL) is being released in 2006.

Barriers to Successful Sourcing Relationships Managing and meeting client expectations is a major challenge in these business relationships, and examples of failure abound. The eSourcing relationships between clients and their service providers must overcome many challenges to be successful. The eSourcing relationship challenges include:

• Clients often have little experience in outsourcing and have no standard criteria for selecting a provider.
• Success criteria for the relationship are not well understood or agreed upon from inception by both parties.

 

• Clients’ expectations often change as the nature of the services change, due to rapid shifts in technology and tools, and providers are not always able to keep up with those changes.

 

• The necessary tradeoffs between the service’s quality, speed, and cost are not always articulated and understood.

• The transfer of personnel, equipment, and knowledge between the client and service provider is often problematic.

 

• Service providers often have trouble analyzing and reporting their progress in terms that are meaningful for clients.

To help organizations succeed in the face of these challenges, the ITSqc creates “best practices” capability models for both sides of the eSourcing relationship.  >> READ MORE

Van Haren Publishing

 

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