Purpose – The widespread growth of information systems (IS) outsourcing on an international scale contrasts sharply with the somewhat limited development of this practice in Spain. The purpose of this paper is to deal with the situation of IS outsourcing in this country....

This paper analyzes the efforts made by the Telefonica Group (the main Spanish firm in the telecommunications sector) to evolve from a bureaucratic culture to another oriented towards total quality and the customer. The need for this change came as a result of the liberalization in the...