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CMU-CS-01-125
Computer Science Department
School of Computer Science, Carnegie Mellon University
CMU-CS-01-125
eSourcing Capability Model (escm)
Annotated Bibliography
Bennet Kumar, Vivek Mahendra, Elaine Hyder
Elise Nawrocki, K. Madhu, Rajesh Gupta
August 2001
CMU-CS-01-125.ps
CMU-CS-01-125.pdf
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];
Outsourcing
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 jals@cs.cmu.edu.
90 pages
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