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A Multidimensional Model of Client Success When Engaging External Consultants

Gable, Guy G. - In: Management Science 42 (1996) 8, pp. 1175-1198

Too often the relationship between clients and external consultants is perceived as one of protagonist versus antagonist. Stories on dramatic, failed consultancies abound, as do related anecdotal quips. A contributing factor to many "apparently" failed consultancies is a poor appreciation by...

Persistent link: https://www.econbiz.de/10009204097

Allocation Models and Heuristics for the Outsourcing of Repairs for a Dynamic Warranty Population

Ding, Li; Glazebrook, Kevin D.; Kirkbride, Christopher - In: Management Science 54 (2008) 3, pp. 594-607

We consider a scenario in which a large equipment manufacturer wishes to outsource the work involved in repairing purchased goods while under warranty. Several external service vendors are available for this work. We develop models and analyses to support decisions concerning how responsibility...

Persistent link: https://www.econbiz.de/10009204231

Contingent Effects of Quality Signaling: Evidence from the Indian Offshore IT Services Industry

Guodong (Gordon) Gao; Gopal, Anandasivam; Agarwal, Ritu - In: Management Science 56 (2010) 6, pp. 1012-1029

We examine the heterogeneous returns to third-party quality signals in the context of the Indian software services industry. Prior theory has argued that quality certification is important in markets characterized by information asymmetry. However, there is limited understanding of the...

Persistent link: https://www.econbiz.de/10009204530

Call Center Outsourcing Contract Analysis and Choice

O. Zeynep Ak\c{s}in; Véricourt, Francis de; Karaesmen, … - In: Management Science 54 (2008) 2, pp. 354-368

This paper considers a call center outsourcing contract analysis and choice problem faced by a contractor and a service … provider. The service provider receives an uncertain call volume over multiple periods and is considering outsourcing all or … having service capacity; thus implicit in the outsourcing decision is a capacity decision. Insufficient capacity implies that …

Persistent link: https://www.econbiz.de/10009204605

Contracting Structures for Custom Software Development: The Impacts of Informational Rents and Uncertainty on Internal Development and Outsourcing

Wang, Eric T. G.; Barron, Terry; Seidmann, Abraham - In: Management Science 43 (1997) 12, pp. 1726-1744

better understanding the factors relevant to the outsourcing decision. For internal development, we derive a new mechanism … costs is highly significant, with greater uncertainty making outsourcing less attractive. …

Persistent link: https://www.econbiz.de/10009208651

Incomplete Information, Task Assignment, and Managerial Control Systems

Sridhar, Sri S.; Balachandran, Bala V. - In: Management Science 43 (1997) 6, pp. 764-778

A firm typically assigns multiple tasks it must perform to either internal employees or outside vendors. This paper demonstrates the need to integrate a task assignment decision with the design of a managerial control system as each affects the other. An internal employee is distinguished from...

Persistent link: https://www.econbiz.de/10009208978

Outsourcing via Service Competition

Benjaafar, Saif; Elahi, Ehsan; Donohue, Karen L. - In: Management Science 53 (2007) 2, pp. 241-259

We consider a single buyer who wishes to outsource a fixed demand for a manufactured good or service at a fixed price to a set of potential suppliers. We examine the value of competition as a mechanism for the buyer to elicit service quality from the suppliers. We compare two approaches the...

Persistent link: https://www.econbiz.de/10009209324

Coordinating Investment, Production, and Subcontracting

Mieghem, Jan A. Van - In: Management Science 45 (1999) 7, pp. 954-971

production and sales. We analyze and present outsourcing conditions for three contract types: (1) price-only contractswhere an ex …

Persistent link: https://www.econbiz.de/10009218316

Service-Level Agreements in Call Centers: Perils and Prescriptions

Milner, Joseph M.; Olsen, Tava Lennon - In: Management Science 54 (2008) 2, pp. 238-252

Acall center with both contract and noncontract customers was giving priority to the contract customers only in off-peak hours, precisely when having priority was least important. In this paper, we investigate whether this is rational behavior on the part of the call center and what the...

Persistent link: https://www.econbiz.de/10009191177

Service-Level Differentiation in Call Centers with Fully Flexible Servers

Gurvich, Itay; Armony, Mor; Mandelbaum, Avishai - In: Management Science 54 (2008) 2, pp. 279-294

We study large-scale service systems with multiple customer classes and many statistically identical servers. The following question is addressed: How many servers are required (staffing) and how does one match them with customers (control) to minimize staffing cost, subject to class-level...

Persistent link: https://www.econbiz.de/10009197622