There is growing evidence that client firms expect outsourcing suppliers to transform their business. Indeed, most outsourcing suppliers have delivered IT operational and business process innovation to client firms; however, achieving strategic innovation through outsourcing has been perceived...

One noticeable trend in the maturing information technology (IT) outsourcing industry is the growing interest from client firms seeking to benefit from supplier-led innovations. Yet IT outsourcing suppliers still find it challenging to shift their reputation from the competent provision of a...

Global sourcing is a complex area, and one that managers must get to grips with as business investment in outsourcing continues to climb. This book provides invaluable guidance for the reader, walking them through the fundamentals of global sourcing to very recent trends, including intelligent...

During an annual board meeting in 2016 KAS Bank’s executive management discussed various business and client trends and their effect on future banking. Based on the discussion, they recognised the need to improve internal business processes, and as such, increase the degree of client...

The Chief Digital Officer for the University of Auckland, Stephen Whiteside, was deep in thought. It was mid-2014, and he contemplated the strategic significance of IT services to the organisation and the importance of its role in ‘determining the future’, as well as the gravity of decision...

Purpose – This study aims to examine value cocreation in terms of interfirm collaborations between service firms, their business customers and business partners at different stages of a new service development (NSD) process.Design/methodology/approach – The study develops and tests...

Past studies have so far taken an interest in the two important roles intermediaries play to effectively broker information. One, where intermediaries connect information between multiple users. Two, where they protect information being transmitted. Common to these two streams is the assumption...

In a search for an optimized global business service operation, firms set up and relocate shared service centres around the globe. This teaching case examines the migration process of IBM procurement shared service centre from Budapest to Sofia. The teaching case describes the challenges that...

In 1949, Giovanni Murano decided to build a business from the art of glass manufacturing, leveraging the knowledge and skills available in the universally known cradle of glassmaking art, Venetian Lagoon, Italy. The company specialised in the production of glass bottles. Over the years, the...