Outsourcing information technology, systems, and services:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, N.J.
Prentice Hall
1998
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXIX, 392 S. |
| ISBN: | 0132815788 |
Internformat
MARC
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| 245 | 1 | 0 | |a Outsourcing information technology, systems, and services |c chapter concepts by Robert Klepper, practitioner's perspective ... by Wendell O. Jones |
| 264 | 1 | |a Upper Saddle River, N.J. |b Prentice Hall |c 1998 | |
| 300 | |a XXIX, 392 S. | ||
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Datensatz im Suchindex
| _version_ | 1804126383854583808 |
|---|---|
| adam_text | Contents
FOREWARD xxi
PREFACE xxv
ACKNOWLEDGMENTS xxvii
ABOUTTHE AUTHORS xxix
CHAPTER 1 OVERVIEW AND EXECUTIVE
SUMMARY 1
1.1 SENIOR MANAGER RESPONSIBILITIES .. 1
1.2 A GUIDE TO THE REAL WORLD
EXPERIENCE IN THIS BOOK 2
1.3 CHAPTER BY CHAPTER OVERVIEW 4
1.3.1 Trends Favoring Outsourcing
(Chapter 2) 5
1.3.2 The Rewards and Risks of
Outsourcing (Chapter 3) 6
1.3.3 The Feasibility of Outsourcing Ideas
(Chapter 4) 7
1.3.4 Detailed Analysis and the Request
for Proposal (Chapter 5) 9
1.3.5 Contract Negotiations (Chapter 6) .... 11
1.3.6 Contract Provisions (Chapter 7) 12
1.3.7 The Transition to Outsourcing
(Chapter 8) 14
1.3.8 Management of the Ongoing
Outsourcing Relationship (Chapter 9) 16
1.3.9 Partnerships (Chapter 10) 17
vi CONTENTS
1.3.10 Contract Expiration and
Termination (Chapter 11) 19
1.4 SUMMARY 20
CHAPTER 2 TRENDS FAVORING OUTSOURCING .. 23
2.1 SOME HISTORY 23
2.1.1 Global Competition 24
2.1.2 Bigger Is Not Necessarily Better,
Neither Is Smaller 25
2.1.3 Some Decentralization Is Better
than a Lot of Centralization 25
2.2 OUTSOURCING, ALLIANCES, AND
REENGINEERING 26
2.3 KEEP THE BEST, MAKE IT BETTER,
AND OUTSOURCE THE REST 27
2.4 WHY VENDORS HAVE AN ADVANTAGE . . 28
2.4.1 Scale 29
2.4.2 Experience 29
2.4.3 Specialization 29
2.5 TRENDS THAT FAVOR OUTSOURCING . . 30
2.6 KODAK EFFECT 32
2.7 EXAMPLE OF CONTINENTAL BANK 33
2.8 IS OUTSOURCING A FAD
OR A FACT OF LIFE? 34
2.9 TRENDS IN OUTSOURCING:
AN INTERVIEW WITH ELLEN KITZIS 36
2.10 TRENDS IN OUTSOURCING: AN
INTERVIEW WITH WILLIAM MARTORELLI . . 38
2.11 OUTSOURCING IN THE HEALTHCARE
INDUSTRY: AN INTERVIEW WITH
PETE MOUNTS OF HBOC 41
2.12 REFERENCES 44
CONTENTS vii
CHAPTER 3 REWARDS AND RISKS
OF OUTSOURCING 47
3.1 REASONS TO OUTSOURCE 47
3.1.1 Motives Involving Business Objectives . . 48
3.1.2 Motives Involving Costs 48
3.1.3 Motives Involving
Organizational Finances 48
3.1.4 Motives Involving IT Service and
Responsiveness 49
3.1.5 Motives Involving Technology and
Skills 49
3.1.6 Motives Involving IT Staff 50
3.1.7 Motives Involving Organizational
Change and Politics 50
3.1.8 Politics as a Foundation for Outsourcing 51
3.1.9 Outsourcing and Strategic Advantage . . 52
3.2 THEORETICAL VIEW OF THE
MOTIVATION FOR OUTSOURCING 53
3.2.1 Partnerships in Outsourcing 55
3.3 RISKS OF OUTSOURCING 55
3.3.1 A View of Risks from the Perspective
of Control 56
3.3.2 A Second View of the Risks
of Outsourcing 56
3.3.3 A Third View of Outsourcing Risks ... 59
3.3.4 A Fourth View of the Risks 60
3.3.5 Conclusion 62
3.4 PRACTICAL PERSPECTIVE:
WHO IS OUTSOURCING AND WHY? 63
3.4.1 Information Systems Functions
Outsourced 64
viii CONTENTS
3.4.2 Advantages and Disadvantages
of Outsourcing 64
3.4.3 Initiation of Outsourcing 64
3.4.4 Firm Size and Outsourcing 65
3.4.5 Other Firm Characteristics
and Outsourcing 66
3.4.6 Motives for Outsourcing
and the Nature of Outsourcing 66
3.4.7 Conclusion 67
3.5 OUTSOURCING MYTHS: AN INTERVIEW
WITH DR. LANCE B. ELIOT 67
3.6 REFERENCES 71
CHAPTER 4 THE FEASIBILITY OF OUTSOURCING
IDEAS 73
4.1 OUTSOURCING METHODOLOGY 73
4.2 PEOPLE WHO MUST BE INVOLVED 74
4.3 TOTAL OUTSOURCING AND THE CORE
COMPETENCIES SCREEN 76
4.3.1 The Core Competencies Screen 78
4.3.2 Never Outsource All of IT Management . 79
4.4 SELECTIVE OUTSOURCING AND CORE
COMPETENCIES 80
4.4.1 Selective Outsourcing Decisions
ade in a Planning Framework 81
4.4.2 Core Competencies and Selective
Outsourcing 82
4.4.3 Using Outsourcing to Play Catch Up
or Leap Ahead 84
4.4.4 Competitive Necessities 84
4.4.5 An Alternative Framework for
Analyzing Selective Outsourcing 85
CONTENTS ix
4.5 CONTROL SCREEN, APPROPRIATE
RELATIONSHIPS WITH VENDORS, AND
INSOURCING 87
4.5.1 Outsourcing Objectives 87
4.5.2 Scope of the Function Being Outsourced 89
4.5.3 The Nature of the Relationship
with a Vendor and Insourcing 89
4.5.4 Factors That Determine Control 91
4.5.5 Choosing the Right Relationship 93
4.5.6 An Alternative Framework 96
4.5.7 A Recap of Vendor Control
and Relationship Issues 97
4.6 OTHER HIGH LEVEL FEASIBILITY
CONSIDERATIONS 98
4.6.1 Risks of New Technology 98
4.6.2 Organizational Readiness 99
4.6.3 Available Vendors 99
4.6.4 Sufficient Scale 99
4.7 A PRELIMINARY DECISION AND
PLANNING 100
4.7.1 Budget and Schedule 100
4.7.2 Leadership 101
4.7.3 Communication of the Evaluation
to Employees 101
4.8 REFERENCES 102
CHAPTER 5 DETAILED ANALYSIS AND THE
REQUEST FOR PROPOSAL PROCESS . 103
5.1 STRATEGY AND OBJECTIVES 103
5.2 PEOPLE 104
x CONTENTS
5.3 BASELINE ANALYSIS 105
5.3.1 Analysis of Current Costs 106
5.3.2 Analysis of Services to be Outsourced 108
5.3.3 Requirements Specified in Terms
of Business Performance 111
5.3.4 Backlogs 112
5.4 CHANGE: FUTURE REQUIREMENTS
AND COSTS 112
5.4.1 When Requirements Are Less Certain . . 112
5.4.2 Analyzing the Potential for Change ... 113
5.4.3 Business Change 114
5.4.4 Technological Change 114
5.4.5 Interrelated Business
and Technology Change 115
5.4.6 Continuous Improvement 115
5.4.7 Future Cost and Services Evaluation
Outcomes 116
5.4.8 Radical Change and Contract
Circuit Breakers 116
5.5 TRANSFERS OF PERSONNEL,
HARDWARE, SOFTWARE, AND DATA .... 116
5.5.1 Personnel 116
5.5.2 Analysis of Hardware Issues 117
5.5.3 Analysis of Software Issues 118
5.5.4 Conversions 118
5.5.5 International Issues 119
5.6 ADMINISTRATION COSTS IN
OUTSOURCING 120
5.7 OUTSOURCING BENEFITS 122
5.7.1 Collateral Benefits 122
CONTENTS xi
5.8 RISK ANALYSIS 122
5.8.1 Evaluating Risk 124
5.9 REQUEST FOR PROPOSAL PROCESS ... 128
5.9.1 Request for Information 129
5.9.2 Term Sheet 131
5.9.3 Request For Proposal 132
5.9.4 Fostering Competition Among Vendors 137
5.10 MANAGING THE HUMAN RESOURCE
ISSUES: AN INTERVIEW WITH
GROVER WRAY 138
5.11 REFERENCES 143
CHAPTER 6 CONTRACT AND CONTRACT
NEGOTIATION 145
6.1 LIMITATIONS OF CONTRACTS 146
6.1.1 Limitations Due to Imperfect Information . 146
6.1.2 Limitations Due to Uncertainty 147
6.2 ADDRESSING THE LIMITATIONS 148
6.2.1 Reputation 148
6.2.2 Retaining the Ability to Bring the
Work Back Inside 149
6.2.3 Contract Incentives Tied to Business
Performance 149
6.2.4 Circuit Breakers and Contract
Renegotiation 150
6.2.5 Other Methods of Addressing
Uncertainty in Contracts 150
6.3 MARKET RELATIONSHIPS AND
CONTRACTS 151
6.3.1 Uncertainty 152
6.3.2 Asset Specificity 152
xii CONTENTS
6.3.3 Repeated Contracting 153
6.3.4 Vendor Competition 154
6.3.5 Contracts in Market Relationships .... 154
6.4 INTERMEDIATE RELATIONSHIPS
AND CONTRACTS 155
6.4.1 Pricing 156
6.4.2 Expiration and Termination 156
6.5 PARTNERSHIPS 157
6.6 PREFERRED VENDOR RELATIONSHIPS .. 159
6.7 PROJECT VERSUS PROCESS WORK IN
CONTRACTS 160
6.8 CONTRACT NEGOTIATION 161
6.8.1 Relative Dependence and Bargaining
Power 162
6.8.2 Vendor Standard Contracts 164
6.8.3 Negotiation Strategy 164
6.8.4 Other Aspects of Negotiation 168
6.8.5 International Considerations 170
6.9 DOW CHEMICAL AND ANDERSEN
CONSULTING ALLIANCE: AN INTERVIEW
WITH DAVID KEPLER 170
6.10 REFERENCES 176
CHAPTER 7 CONTRACT PROVISIONS 177
7.1 REQUIREMENTS 177
7.1.1 Scheduled Work and Resources 178
7.1.2 Growth and Change 179
7.1.3 Additional Work 180
7.1.4 Upgrades and Change of Character
Clauses 180
7.1.5 Vendor Accountability 181
7.1.6 Vendor People and Communication .. 181
CONTENTS xiii
7.1.7 Other Requirements Related Issues .. 182
7.2 SYSTEMS DEVELOPMENT WORK 183
7.2.1 Requirements and Incentives 184
7.2.2 Resources 184
7.2.3 Conversions and Maintenance 185
7.2.4 Other Issues 185
7.3 PRICES, FEES, AND PAYMENT 186
7.3.1 Pricing Alternatives 186
7.3.2 Allowing for Growth and Change 187
7.3.3 Setting Prices 189
7.3.4 Incentives and Sharing 190
7.3.5 Price Changes Over the Life
of the Contract 191
7.3.6 Invoicing and Payment 192
7.3.7 Pricing Systems Development Work . . 192
7.4 TRANSFERRING RESOURCES
TO THE VENDOR 193
7.4.1 Human Resources 193
7.4.2 Hardware 195
7.4.3 Software and Software Licenses 195
7.4.4 a Phased Transfer of Resources 196
7.5 CONVERSIONS 197
7.6 PROVISIONS RELATING TO MANAGEMENT
OF THE OUTSOURCING RELATIONSHIP . . 198
7.6.1 Communication and Management .... 198
7.6.2 Penalties or Sanctions 199
7.6.3 Dispute Resolution 200
7.7 TERMINATION 202
7.7.1 Termination Possibilities 203
7.7.2 Termination Provisions 203
xiv CONTENTS
7.8 OTHER ISSUES 205
7.8.1 Transition Costs 205
7.8.2 Multiple Vendors 205
7.8.3 Subcontractors 206
7.8.4 Confidentiality 206
7.8.5 Security 207
7.8.6 Outsourcing to Introduce New
Technology 207
7.8.7 Expiration of the Contract 207
7.8.8 Other Contract Details 208
7.9 EXPOSURE TO RISK 209
7.10 CONCLUDING REMARKS 210
7.11 OUTSOURCING CONTRACT ISSUES:
AN INTERVIEW WITH RICHARD RAYSMAN 211
7.12 REFERENCES 221
CHAPTER 8 THE TRANSITION TO OUTSOURCING .. 223
8.1 INTEGRATION AS THE KEY TO
MANAGEMENT IN OUTSOURCING 224
8.2 PLAN AND SCHEDULE 225
8.2.1 Multiple Vendors 226
8.2.2 People Issues 227
8.3 MANAGEMENT STRUCTURE AND
RELATED MANAGEMENT ISSUES 227
8.3.1 Interfaces 227
8.3.2 Management Structure 229
8.3.3 People 232
8.3.4 Procedures 234
8.3.5 Meetings, Reviews and Audits 235
8.3.6 Communication With Stakeholders . . . 235
CONTENTS xv
8.4 PERSONNEL ISSUES 236
8.4.1 Communication 236
8.4.2 Managing Reactions to Outsourcing . . 238
8.4.3 Employees Retained 239
8.4.4 Employees Who Will Be Transferred . . 240
8.4.5 Employees Who Will Be Terminated . . 241
8.5 RESOURCE TRANSFER AND CHANGE
OF LOCATION 241
8.5.1 Change of Location 241
8.5.2 Location and Communication
with the Vendor 243
8.5.3 Hardware, Software, and Data 244
8.5.4 Conversions 244
8.6 CONFLICT AND DISPUTE RESOLUTION . . 245
8.7 EMPLOYMENT LAW AND
OUTSOURCING: AN INTERVIEW WITH
EDWARD A. PISACRETA 248
8.8 REFERENCES 254
CHAPTER 9 MANAGING THE ONGOING
OUTSOURCING RELATIONSHIP 255
9.1 GENERAL DIMENSIONS OF MANAGING
THE OUTSOURCING RELATIONSHIP .... 256
9.1.1 Types of Outsourcing Relationships
and Outsourcing Management 256
9.1.2 Managing Other Stakeholders —
Users, Senior Managers, and IT Personnel . . 258
9.1.3 Risk Management 258
9.2 MONITORING 259
9.2.1 Monitoring the Vendor 259
9.2.2 Monitoring Users, Senior Managers,
and IT People 261
9.2.3 Audits 262
xvi CONTENTS
9.2.4 Risk Management and Monitoring
the Environment 263
9.2.5 Cost Effectiveness in Monitoring 264
9.3 CONTROL 265
9.3.1 The Contract as the Basis
of Control and Its Limitations 265
9.3.2 Balance in Controls 267
9.4 MOTIVATING THE VENDOR AND
COOPERATION 267
9.4.1 Motivating the Vendor 268
9.4.2 Cooperation in Intermediate
and Partnership Contracts 269
9.5 DISPUTES AND DISPUTE RESOLUTION . . 270
9.5.1 Approaches to Dispute Resolution ... 271
9.5.2 Dispute Resolution Mechanism
Considerations 272
9.5.3 Managing Dispute Resolution
Over Time 274
9.6 MANAGING PROJECT TYPE
OUTSOURCING WORK 275
9.6.1 Reviews 276
9.6.2 Problems 277
9.6.3 Change Control 278
9.7 MANAGING THE OUTSOURCING
RELATIONSHIP: . . .AN INTERVIEW WITH
MICHAEL F. CORBETT 280
9.8 REFERENCES 295
CHAPTER 10 PARTNERSHIPS 297
10.1 WHY PARTNERSHIPS? 297
10.2 HOW PARTNERSHIPS WORK 299
10.2.1 Essential Aspects of Partnership .... 299
10.2.2 Critical Success Factors 301
CONTENTS xvii
10.3 HOW TO BUILD PARTNERSHIPS 303
10.3.1 The Quicker Route to Partnerships . . 303
10.3.2 The More Gradual Route
to Partnerships 306
10.3.3 Unilateral Commitments 309
10.4 CONTRACTS IN PARTNERSHIPS 310
10.4.1 Contract Negotiation 311
10.4.2 Contract Provisions 311
10.5 MANAGING THE PARTNERING
RELATIONSHIP 312
10.5.1 Mutual Influence 312
10.5.2 Integration 313
10.5.3 Monitoring, Controls, and Cooperation 315
10.5.4. Dispute Resolution 316
10.6 CHANGE, ADJUSTMENT,
AND TERMINATION 316
10.7 REFERENCES 318
CHAPTER 11 CONTRACT EXPIRATION
AND TERMINATION 321
11.1 ENDGAMES 321
11.2 CONTRACT EXPIRATION 322
11.2.1 Contract Expiration with Renewal
or a Switch to Another Vendor 322
11.2.2 Insourcing Again 324
11.3 CONTRACT TERMINATION 325
11.4 CONTRACT RENEGOTIATION 327
11.5 REFERENCES 328
APPENDIX A OUTSOURCING CONSULTANTS 329
A.1 ADVANTAGES AND DISADVANTAGES ... 329
A.2 FINDING THE RIGHT CONSULTANT 330
xviij CONTENTS
APPENDIX B OUTSOURCING EXAMPLES 335
APPENDIX C REQUEST FOR PROPOSAL
(RFP) OUTLINE 339
1. INTRODUCTION AND OVERVIEW 339
2. CLIENT INFORMATION 341
3. SERVICES TO BE PROVIDED 341
4. PERFORMANCE AND CHANGE CONTROL . 342
5. PRICING 342
6. EMPLOYEE ISSUES 343
7. PROJECT STAFF AND PROJECT
MANAGEMENT 343
8. EXPIRATION AND TERMINATION 344
9. CONTRACT TERMS 344
10. VENDOR INFORMATION 345
11. APPENDICES 345
12. OTHER TERMS AND CONDITIONS 345
APPENDIX D SAMPLE REQUEST FOR PROPOSAL .. 347
TABLE OF CONTENTS 347
SECTION 1. INTRODUCTION AND PURPOSE . 349
1.1 Introduction 349
1.2 Structure of the RFP 349
1.3 Terms and Conditions 350
1.4 Outsourcing Project Schedule 352
1.5 Questions Regarding the RFP 353
1.7 Outsourcing Rationale 354
1.8 Objectives and Scope of Outsourcing . . 354
SECTION 2. CURRENT ENVIRONMENT 359
CONTENTS xix
2.1 ABC Applications 359
2.2 Legacy Application Platforms 359
2.3 Documentation 362
SECTION 3. PROPOSAL REQUIREMENTS 362
3.1 Proposal Delivery 362
3.2 Vendor Selection Criteria 362
3.3 Proposal Format 363
APPENDIX E EXAMPLE OUTSOURCING
AGREEMENT 365
ARTICLE 1. DESIGNATED SERVICES 366
ARTICLE 2. TERM 366
ARTICLE 3. FEES 367
ARTICLE 4. TURNOVER 367
ARTICLE 5. PERFORMANCE STANDARDS .... 369
ARTICLE 6. DISPUTE RESOLUTION 371
ARTICLE 7. WARRANTIES AND LIMITATIONS
OF LIABILITY 372
ARTICLE 8. TERMINATION 373
ARTICLE 9. DATA CENTER MIGRATION 375
ARTICLE 10. MISCELLANEOUS PROVISIONS .. 376
APPENDIX F MAJOR IT OUTSOURCING VENDORS .. 381
INDEX 387
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| publisher | Prentice Hall |
| record_format | marc |
| spelling | Outsourcing information technology, systems, and services chapter concepts by Robert Klepper, practitioner's perspective ... by Wendell O. Jones Upper Saddle River, N.J. Prentice Hall 1998 XXIX, 392 S. txt rdacontent n rdamedia nc rdacarrier Contracting out Information technology Management Service-Rechenzentrum (DE-588)4510179-6 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Service-Rechenzentrum (DE-588)4510179-6 s DE-604 Klepper, Robert Sonstige oth Jones, Wendell O. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007996491&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Outsourcing information technology, systems, and services Contracting out Information technology Management Service-Rechenzentrum (DE-588)4510179-6 gnd |
| subject_GND | (DE-588)4510179-6 (DE-588)4143413-4 |
| title | Outsourcing information technology, systems, and services |
| title_auth | Outsourcing information technology, systems, and services |
| title_exact_search | Outsourcing information technology, systems, and services |
| title_full | Outsourcing information technology, systems, and services chapter concepts by Robert Klepper, practitioner's perspective ... by Wendell O. Jones |
| title_fullStr | Outsourcing information technology, systems, and services chapter concepts by Robert Klepper, practitioner's perspective ... by Wendell O. Jones |
| title_full_unstemmed | Outsourcing information technology, systems, and services chapter concepts by Robert Klepper, practitioner's perspective ... by Wendell O. Jones |
| title_short | Outsourcing information technology, systems, and services |
| title_sort | outsourcing information technology systems and services |
| topic | Contracting out Information technology Management Service-Rechenzentrum (DE-588)4510179-6 gnd |
| topic_facet | Contracting out Information technology Management Service-Rechenzentrum Aufsatzsammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007996491&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT klepperrobert outsourcinginformationtechnologysystemsandservices AT joneswendello outsourcinginformationtechnologysystemsandservices |