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Outsourcing Business and I.T. Services: the Evidence of Success, Robust Practices and Contractual Challenges


In this article, Mary Lacity and Leslie Willcocks review the practice of outsourcing business and information technology services. Research finds that outsourcing can deliver value to client organisations, but that it takes a tremendous amount of detailed management by clients and providers to realise expected benefits. The proven practices that contribute to positive outsourcing outcomes can be summarised as contractual governance, relational governance, client retained capabilities, and provider capabilities. Despite outsourcing's maturity, some enduring contractual challenges remain, particularly in the areas of incentive pricing and contract adaptability.

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L. Willcocks , and M Lacity . (2009), The Practice of Outsourcing: From Information Systems to BPO and Offshoring, Palgrave, United Kingdom

M. Lacity , and L. Willcocks (2009), Information Systems and Outsourcing: Studies in Theory and Practice, Palgrave, United Kingdom

M. Lacity , S. Khan , A. Yan , and L. Willcocks (2010), “A Review of the IT Outsourcing Empirical Literature and Future Research Directions,” Journal of Information Technology, Vol. 25, 4, pp. 395433

M. Lacity , S. Solomon , A. Yan , and L. Willcocks (2011), “Business Process Outsourcing Studies: A Critical Review and Research Directions,” Journal of Information Technology, Vol. 26, 4, forthcoming

L. Willcocks S. Cullen And A. Craig (2011), The Outsourcing Enterprise: From Cost Management to Collaborative Innovation. Palgrave, London.

M. Lacity and L. Willcocks (2012) Advanced Outsourcing. Palgrave, London.

M. Lacity , L. Willcocks , and J. Rottman (2008), “Global Outsourcing of Back Office Services: Lessons, Trends and Enduring Challenges,” Strategic Outsourcing: An International Journal, Vol. 1, 1, pp. 1334

M. Lacity and R. Hirschheim (1995), “Benchmarking as Survival Strategy in “Mis-Aligned” Organisations,” Journal of Strategic Information Systems, Vol 4, 2, pp. 165185

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Legal Information Management
  • ISSN: 1472-6696
  • EISSN: 1741-2021
  • URL: /core/journals/legal-information-management
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