Elaine B. Hyder

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Additional copies of this material are available for download at the ITsqc website. External use. Except as permitted by Consortium agreements, requests for permission to reproduce this document or prepare derivative works of this document for external and commercial use should be addressed to the ITsqc Director. Internal use. Permission to reproduce this(More)
The eSourcing Capability Model for Service Providers (eSCM-SP) is a " best practices " capability model. It provides guidance to service providers on improving their capability across the sourcing life-cycle, and it provides clients with an objective means of evaluating the capability of service providers. Measurement is fundamental to effective service(More)
Organizations are increasingly delegating their information technology-intensive business activities to external service providers, taking advantage of the rapid evolution of the global telecommunications infrastructure. The business processes being outsourced range from routine and non-critical tasks, which are resource intensive and operational, to(More)
This study adopts a knowledge transfer framework to examine the implementation and assimilation of a process improvement program for outsourcing service providers. Our theoretical model identifies the factors affecting knowledge transfer during both the initial implementation stage and the subsequent stage of full assimilation of improved outsourcing(More)
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