Day 7: Outsourcing

Question 1

outsourcing

Answer 1

transfer of a business function to an external service provider

Question 2

from a CIO perspective

Answer 2

IT optimization - technologies innovation - selective outsourcing - classical contractual approaches

Question 3

from a CEO perspective

Answer 3

company transformation - organization governance - strategic partnership - specific contractual approaches

Question 4

onshore

Answer 4

in the same country, usually means that the people doing the work are in the same country as the customer

Question 5

offshore

Answer 5

in another country, the people doing the work are in a different country from the customer

Question 6

Nearshore

Answer 6

in a nearby country, reasons for picking nearshore include things like similar timezones and often similar cultural background

Question 7

workload distribution between centres could happen based on (5)

Answer 7

1. type of job
2. skill set requirements
3. localization/ language requirements
4. degree of user interaction required
5. network demands

Question 8

There are 3 strong business drivers for this rapid growth in outsourcing

Answer 8

• Key cost-related drivers
• Key competency-related drivers
• Key revenue-related drivers

Question 9

offshoring challenges faced by the firms (5)

Answer 9

1. political/economic/cultural
2. supply chain/logistics
3. managerial/support
4. production/supplier
5. knowledge/brand

Question 10

service standardization model

Answer 10

• Infrastructure Management Operations Centre (IMOC): monitoring and support
• Technical Support Unit (TSU): administration, support, management
• Service Management Platform: Control and reporting

Question 11

v-model

Answer 11

• verification and validation model

- each phase must be completed before the next phrase