Information Technology Outsourcing Strategies to Ensure Customer Satisfaction

• Main Author: Rajack, Clyde
• Format: Others
• Language: en
• Published: ScholarWorks 2019
• Subjects: Customer Satisfaction and IT Outsourcing; Customer-supplier outsourcing relationships; Global IT outsourcing,; Information Technology Outsourcing; IT Outsourcing risks; Business; Databases and Information Systems
• Online Access: https://scholarworks.waldenu.edu/dissertations/7721; https://scholarworks.waldenu.edu/cgi/viewcontent.cgi?article=8993&context=dissertations

Many information technology (IT) outsourcing initiatives fail, resulting in a high impact on business results and customer satisfaction. Without effective strategies, business leaders who outsource their IT services are at considerable risk of failure and stakeholder dissatisfaction. The purpose of this multiple case study was to explore outsourcing strategies that IT managers in Southern Ontario, Canada, used to ensure customer satisfaction. Participants included 9 executives with experience in complex IT outsourcing initiatives. Stakeholder theory and transaction cost economics theory were the conceptual frameworks for the study. Data were gathered using semistructured interviews to query 8 topical areas including IT outsourcing reasons, challenges, and successful solutions. Data analysis using thematic analysis revealed 4 themes: strategic intent for outsourcing, applicable frameworks, risk awareness, and partnership strategies. Key findings included the importance of clients’ and suppliers’ focus on deal principles, innovation, and work-collaboration strategies to enhance performance and customer satisfaction. Information technology managers’ application of the findings of this study may improve business success and contribute to positive social change by revitalizing the clients’ and suppliers’ economies to create job opportunities and improve the quality of lives of employees and their communities.