A Framework for Best Practices in the Sourcing Life-Cycle: The Architecture of the Esourcing Capability Model for Client Organizations

IT Services Qualification Center Working Paper Series

63 Pages Posted: 2 Apr 2007

See all articles by Bill Hefley

Bill Hefley

University of Texas at Dallas

Ethel A. Loesche

affiliation not provided to SSRN

Pawan Khera

Carnegie Mellon University

Jane A.L. Siegel

Carnegie Mellon University - School of Computer Science

Date Written: November 10, 2005

Abstract

Organizations are increasingly delegating their information technology (IT) intensive business activities to external service providers to take 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 strategic processes that directly impact revenues. Managing and meeting client expectations is a major challenge in sourcing of IT-enabled services, and examples of failure abound.

The eSourcing Capability Model for Client Organizations (eSCM-CL) is a "best practices" capability model with two purposes: (1) to give client organizations guidance that will help them improve their capability across the sourcing life-cycle, and (2) to provide client organizations with an objective means of evaluating their capability.

The eSCM-CL was developed by a consortium led by Carnegie Mellon University's Information Technology Services Qualification Center (ITSqc). This work began in March 2003. Data collection activities have included an extensive review of the published literature; interviews with clients, service providers and advisors; and numerous workshops with global participation. This White Paper presents the architecture and rationale for the eSCM-CL. This document provides valuable information about the eSCM-CL, its implementation, and methods to evaluate and certify client organizations.

Keywords: eSourcing, eSCM, eSCM-CL, eSourcing Capability Model, client organization model, best practices, quality models and systems, capability models, business process outsourcing, BPO, information technology, information technology outsourcing, ITO, IT-enabled sourcing, ITES, IT-enabled outsourcing servic

JEL Classification: G34, L33, L86, M55, O31

Suggested Citation

Hefley, Bill and Loesche, Ethel A. and Khera, Pawan and Siegel, Jane A.L., A Framework for Best Practices in the Sourcing Life-Cycle: The Architecture of the Esourcing Capability Model for Client Organizations (November 10, 2005). IT Services Qualification Center Working Paper Series. Available at SSRN: https://ssrn.com/abstract=871959 or http://dx.doi.org/10.2139/ssrn.871959

Bill Hefley (Contact Author)

University of Texas at Dallas ( email )

2601 North Floyd Road
Richardson, TX 75083
United States
1-972-883-5006 (Phone)

Ethel A. Loesche

affiliation not provided to SSRN ( email )

No Address Available

Pawan Khera

Carnegie Mellon University ( email )

Pittsburgh, PA 15213-3890
United States

Jane A.L. Siegel

Carnegie Mellon University - School of Computer Science ( email )

5000 Forbes Avenue
Pittsburgh, PA 15213
United States

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