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Performance Measurement in Outsourcing Environment

Ho, L and ATKINS, Anthony (2011) Performance Measurement in Outsourcing Environment. In: Enterprise IT Governance, Business Value and Performance Measurement. IG1 Global, pp. 220-230.

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Abstract or description

In the UK, 88% of companies utilise some form of outsourcing of their Information Technology (IT) operations. The evidence from the literature indicates that approximately 50% of these outsourcing decisions results in complications and in some cases failure. There is a need for outsourcing management frameworks to provide strategic direction and guidance in the decision-making process. This chapter describes the application of one such framework, known as the Holistic Approach {Business, Information, Organisation} (HABIO) framework, to two major commercial organisations indicating financial assessment, monitoring information for performance and quality of service which can be incorporated into service operations and benchmarking criteria.

Item Type: Book Chapter or Section
Subjects: G500 Information Systems
Faculty: Faculty of Computing, Engineering and Sciences > Computing
Depositing User: Anthony ATKINS
Date Deposited: 08 May 2013 15:29
Last Modified: 08 May 2013 15:29
URI: http://eprints.staffs.ac.uk/id/eprint/1084

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