Computer Science Department
School of Computer Science, Carnegie Mellon University


eSourcing Capability Model (escm)
Annotated Bibliography

Bennet Kumar, Vivek Mahendra, Elaine Hyder
Elise Nawrocki, K. Madhu, Rajesh Gupta

August 2001

Keywords: Application Service Provider, Data Capture, Data Integration, Data Analysis Services, Engineering Services, Human Resource Services, Multimedia and Animation Services, Remote Customer Interaction, Transcription Services, Call Center Services, Strategic Alliances, Quality, Standards, CMM, Models and Assessment Methods, Outsourcing

The eServices Capability Model is being developed to enable IT-enabled service providers to appraise and improve their capability to provide consistently high quality services in the Internet economy. The framework for this model will enable service providers to establish and manage continually improving relationships with their clients. The primary focus of existing quality models is only on the execution of a contract. The eServices Capability Model addresses the contract activities related to the design and development of an outsourced service but also asserts that successful outsourcing necessitates a focus on (1) the activities leading to the formation of outsourcing relationships and (2) the transitioning or termination of outsourced services. The research used to design this model is represented in this Annotated Bibliography and is organized into the following sections, listed alphabetically:

Models and Assessment Methods
Articles and Reports [1-13],
CMM-Related [14-31], and Other [32-45]);
Outsourcing [46-164];

Application Service Provider [165-177],
Data Capture, Integration and Analysis Services [178-179],
Engineering Services [180-197],
Human Resource Services [198-211],
Multimedia and Animation Services [212-218],
Remote Customer Interaction [219-225],
Transcription Services [226-240], and Call Center [241];

Standards [242-256],
Standards, Articles and Reports [257-272];
Strategic Alliances [273-280];
and Other [281-295].

Entries are ordered alphabetically by author's last name.
Where appropriate, copies of papers are available from: Dr. Jane Siegel, School of Computer Science, Carnegie Mellon University, 5000 Forbes Avenue, Pittsburgh, PA 15213, or

90 pages

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