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CMU-CS-01-163
Computer Science Department
School of Computer Science, Carnegie Mellon University
CMU-CS-01-163
The Capability Model for IT-enabled Outsourcing Service Providers
Volume 2: Practice Descriptions
Elaine B. Hyder, Bennet Kumar, Vivek Mahendra, Jane Siegel
Rajesh Gupta, Habeeb Mahaboob, Palanivelrajan Subramanian
November 2001
CMU-CS-01-163.ps
CMU-CS-01-163.pdf
Keywords: Benchmarking, service provider's model, quality models
and systems, capability models, business process outsourcing, IT enabled
outsourcing services, IT enabled services, outsourcing models,
eServices Capability Models
Organizations are increasingly delegating their information
technology-intensive business activities to external service providers,
taking advantage of the rapid evolution of the global telecommunications
infrastructure. The business processes being outsourced range from routine
and non-critical tasks, which are resource intensive and operational,
to strategic processes that directly impact revenues. IT-enabled
outsourcing services include IT-intensive business processes, projects
and tasks that use Information Technology as an enabler for designing
services, coordinating service deployment, and delivering services.
Managing and meeting client expectations is a major challenge in IT-enabled
outsourcing services, and examples of failure abound. Failures typically
happen throughout the outsourcing process, i.e., during requirements
specification, contract execution or service completion.
The eServices Capability Model (eSCM) contains a set
of practices that address the entire outsourcing process, and seek
to aid IT-enabled outsourcing service providers to form, manage
and improve outsourcing relationships. Each practice in the
escm is associated with a
capability level. The five capability levels in the
escm describe an improvement path that
progresses from a minimal level of having
the capability to deliver a service that meets client requirements
up to the highest level of enhancing value through continuous innovation.
This volume provides readers with detailed descriptions for each of the 100
practices in the eServices Capability model. It is the companion document
to Technical Report CMU-CS-01-162.
205 pages
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