Abstract

SAENZ, Javier; CAMARA, Mercedes de la; CALVO-MANZANO, Jose A.  and  ARCILLA, Magdalena. Service delivery. RISTI [online]. 2014, n.spe1, pp.61-75. ISSN 1646-9895.  https://doi.org/10.4304/risti.e1.61-75.

The outsourcing market has been growing in recent years and it is expected to keep doing it, but this growth has been limited by the failure of many projects. These failures have been due to a major degree to problems with providers: lack of experience and capacity to take on the projects and difficult communication. There are good practices frameworks for managing outsourcing projects for clients, but it is not the same for providers, who base the provision of services on their past experience and technical capabilities. The aim of this paper is to state the need to propose a methodology that guides providers throughout the whole outsourcing life cycle and facilitates the provision of quality services and their management.

Keywords : Outsourcing; methodology; service delivery.

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