Framework for Alignment of Service Provider Value Drivers with Client Expectations in IT Services Outsourcing

Abstract

In this competitive environment, service provider organizations are keen to create value for their client organizations and differentiate their services during delivery of IT services outsourcing projects. However, there are variations in value delivery as per client expectations. It is critical to understand how alignment can be achieved between B-to-B client and vendor organizations to minimize this variation. Through dyadic case studies, this research paper develops a framework of (mis)aligned practices at three levels of conceptualization- contractual alignment, knowledge alignment and business alignment. Further, a project alignment measurement framework has been developed along with propositions for future study. This research adopted a practice based analyses of organizations Findings from data collected through interviews and project documentations resulted in nineteen practices showing aligned behaviors and twenty-three practices showing mis-aligned behaviors at contractual alignment level; six practices showing aligned behaviors and eleven practices showing mis-aligned behaviors at knowledge alignment level; and fourteen practices showing aligned behaviors and eleven practices showing mis-aligned behaviors at business alignment level