Gap analysis on IT outsourcing projects for HK SMEs

Pao Yue-kong Library Electronic Theses Database

Gap analysis on IT outsourcing projects for HK SMEs

 

Author: Chan, Chik-sang Terence
Title: Gap analysis on IT outsourcing projects for HK SMEs
Degree: M.B.A.
Year: 2002
Subject: Hong Kong Polytechnic University -- Dissertations
Electronic data processing departments -- China -- Hong Kong -- Contracting out
Information resources management -- China -- Hong Kong
Department: Dept. of Management
Pages: iv, 61 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1637795
URI: http://theses.lib.polyu.edu.hk/handle/200/1371
Abstract: Outsourcing is increasingly viewed as a business tool in order to meet the volatile market as well as to make the operation to be cost effective. According to some senior executives, outsourcing would be a wide range of supporting activities such as data center, system development, etc. Although this has been especially prevalent in North America and Europe where companies aim at efficiency and flexibilities, a similar trend is occurring in Hong Kong. However, some other Hong Kong organizations have been relatively slow adopting IT outsourcing. Still now, many firms rely on its internal computing resources (hardware, software, IT expert) to support its business activities. Nonetheless, outsourcing is a trend of Hong Kong companies to make use of external resources and outsource various IT activities. This research is to find out the service gap as observed from outsourcers. Normal outsourcers expect much more than the vendors perceive. This could lead to outsourcer dissatisfaction. When such situation happens, we would say that a gap exists between outsourcers' expectation and the outcome of outsourcing project outsourcers perceive. Some underlying reasons behind the service gap have been found in this research. The most important factors are performance monitoring. If vendors perform well, the service gap will narrow down or disappear. Outsourcers more satisfy the service they receive. Then, we could consider the outsourcing project be a successful one.

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