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Reengineering of offshored IT helpdesk operational model for transitional optimisation

Author

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  • Damian Kedziora
  • Andrzej Kraslawski
  • Timo Kärri

Abstract

The dynamic development of service offshoring industry can lately be observed in Central and Eastern Europe, aligned with the global corporate hunt for service improvement and optimisation of delivery costs. Organisational changes, implemented through a transition project are always associated with numerous challenges the industry's managerial community needs to struggle with. The paper presents the collection and classification of the most common problems affecting international service transfers and introduces the case study conducted in the design phase of a transition project. The reengineering of an offshored IT helpdesk's operational model, aiming for key performance indicator's improvement and team work facilitation was performed with the application of various problem solving and service enhancement methods, including the newly proposed SOLVE method for future advancement of creative solution reaching process.

Suggested Citation

  • Damian Kedziora & Andrzej Kraslawski & Timo Kärri, 2017. "Reengineering of offshored IT helpdesk operational model for transitional optimisation," International Journal of Management and Decision Making, Inderscience Enterprises Ltd, vol. 16(4), pages 375-406.
    • Handle: RePEc:ids:ijmdma:v:16:y:2017:i:4:p:375-406
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    Cited by:

    1. Damian Kedziora & Hanna-Maija Kiviranta, 2018. "Digital Business Value Creation with Robotic Process Automation (rpa) in Northern and Central Europe," Management, University of Primorska, Faculty of Management Koper, vol. 13(2), pages 161-174.
    2. Kedziora Damian & Piotrowicz Wojciech & Kolasinska-Morawska Katarzyna, 2018. "Employee Development and Leadership Perception in the Polish Service Delivery Centres," Foundations of Management, Sciendo, vol. 10(1), pages 225-236, November.

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