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Managing strategic IT-based outsourcing projects: The CLASS case in financial services

In: The Handbook of Global Outsourcing and Offshoring

Author

Listed:
  • David Feeny
  • Leslie P. Wilcocks

Abstract

In December 1995, Philip Scott — General Manager of the Life and Pensions (L&P) business of Norwich Union (NU) — presented to his colleagues on the Group Board a progress report on the implementation of L&P’s business systems strategy. He was able to note a number of major achievements: under the restructuring and re-skilling plans instigated by Roger Taylor, L&P’s Head of IT, staff numbers had reduced by 40% but productivity had more than doubled; the rollout of Image technology, part of the wider Client Administrative Service Systems (CLASS) project, had been successfully completed ahead of schedule and NU was now believed to be the largest user of such technology in Europe; development of L&P’s client server / communications infrastructure had also made excellent progress and was similarly expected to reach completion ahead of schedule.

Suggested Citation

  • David Feeny & Leslie P. Wilcocks, 2009. "Managing strategic IT-based outsourcing projects: The CLASS case in financial services," Palgrave Macmillan Books, in: The Handbook of Global Outsourcing and Offshoring, chapter 0, pages 215-238, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-25107-6_16
    DOI: 10.1057/9780230251076_16
    as

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