IDEAS home Printed from https://ideas.repec.org/a/ids/ijmdma/v16y2017i4p375-406.html
   My bibliography  Save this article

Reengineering of offshored IT helpdesk operational model for transitional optimisation

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=86996
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijmdma:v:16:y:2017:i:4:p:375-406. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=19 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.