Munich, Dec 01, 2015

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Even though IT outsourcing is established within the economy as a common method many projects are rated as unsuccessful. To address this issue, pliXos and the Otto-Friedrich-University of Bamberg initiated together a research project. Within the first months it became clear that significant reasons have been problems which arise from poor or not properly managed relationship quality between the customer and the respective service provider.

To improve the success rate of outsourcing projects and to avoid the subjective and cost intensive method of employee surveys the research project “Sourcing Relationship Tracker” (SRT) aims to develop a SaaS (Software-as-a-Service) based tool which enables to measure the IT outsourcing relationship quality. Great emphasis is placed on a high automation level and on a clear and intuitive graphical representation (see figure 1).

For this purpose we identified three methods which - in combination - serve as the data sources for the SRT Cockpit. In addition to the integrated survey tool which will be used only to a limited extent the sentiment as well as the social network analysis (SNA) will be the prime focus. Please see figure 2 for an overview of the concept.

Currently we are focussing on the social network analysis, which is seen as a promising method to collect data, permanently and automatically. The term social network analysis describes the analysis of multiple actors which are in contact with each other. Actors can represent individuals, project teams as well as whole organisations. The emphasis here is the communication which takes place between the actors being individuals and the related communication patterns. Both will be analysed with the help of specific metrics, such as the strength of a relation (e.g. duration and number of interactions) or the network density (relationship between the actually existing relations and the potentially existing relations).

In a first step an extensive literature research of scientific and university-based papers has been executed. Most results which have been identified are concentrated on the interrelation between specific SNA-metrics and the performance/ output of a project team. In a second step all identified paper results have been structured. Afterwards selected SNA-metrics have been allocated to the specified dimensions and factors of the IT outsourcing relationship quality.

Since this allocation is a completely new methodology it is necessary to discuss the relation between metrics and dimensions in order to validate the method. Thus we are searching for suitable interview partners which want to share their experience and knowledge with us to extend our already existing network of experts at customers, providers and consultants. Companies and knowledgeable individuals who are interested in a partnership are welcome. If we have attracted your interest to participate in an interview or if you are interested in further information about the research project, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it.

pliXos GmbH
Munich Technology Centre (MTZ)
Agnes-Pockels-Bogen 1, 80992 Munich, Germany
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http://www.plixos.com