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IT Outsourcing Success: A Framework for Assessing Intentions and Outcomes

In: The Practice of Outsourcing

Author

Listed:
  • Sara Cullen
  • Peter Seddon
  • Leslie Willcocks

Abstract

This chapter proposes and demonstrates the usefulness of a new conceptualization of information technology outsourcing (ITO) success. Based on results from three ITO surveys conducted during 1994–2000, a review of the literature, and data from 49 in-depth ITO cases, it is argued that although some organizations may, at times, seek outcomes from outsourcing similar to other organizations, fundamentally what each firm seeks from outsourcing is different. Accordingly, it is argued, studies that recognize the idiosyncratic and changing nature of outcomes sought are likely to offer greater insight into what comprises successful outsourcing. Developing this idea, the chapter proposes an ITO outcomes framework consisting of a list of 25 goals that organizations frequently pursue when outsourcing IT. The list reflects most goals pursued by most organizations, but only some of these goals are expected to be applicable to any given organization at any given time.

Suggested Citation

  • Sara Cullen & Peter Seddon & Leslie Willcocks, 2009. "IT Outsourcing Success: A Framework for Assessing Intentions and Outcomes," Palgrave Macmillan Books, in: The Practice of Outsourcing, chapter 12, pages 303-338, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-24084-1_12
    DOI: 10.1057/9780230240841_12
    as

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