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Assessment of parameters in the outsourcing or insourcing decision process: A case study of a network provider
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial marketing.
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial marketing.
2014 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesisAlternative title
Parametrar att överväga i en outsourcing eller insourcingbeslutsprocess : En fallstudie av en kommunikationsoperatör (Swedish)
Abstract [en]

Outsourcing in the telecom industry in general has been widely used as one of the actions towards declining profits and increasing competition, but no documented outsourcing decision process specifically for the network provider role has yet been recognized. Open Universe is a network provider owned by Telenor, who are now facing an insourcing or outsourcing decision with regards to their customer service. The purpose of this research was therefore to provide Open Universe with recommendations of whether to insource or outsource their customer service. A case study at Open universe was therefore performed, using qualitative methods to identify the advantages and disadvantages of the different sourcing alternatives. From this case study could conclusion be drawn and a recommendation generated. The findings indicated that Open Universe should with a long term perspective outsource their customer service to one of Telenor’s major outsourcing partners, but since Open Universe currently is in a migration phase with non-streamlined business processes the customer service must first be insourced. The parameters that were dominating the recommendation were thereafter compared to the pre-established theoretical parameters which should be considered in general when making outsourcing decisions. The dominating parameters were

standardization, capacity, flexibility, costs, competence, and technique. In addition a complete new parameter, neutrality was discovered. This parameter has been categorized as a contextual parameter, and illustrates the need of looking at parameters which are outside of the theory’s traditional scope that only includes parameters which are affected by the outsourcing company and outsourcing partner. In addition, the result of the study also generates guidance of what parameters that should be considered by other network providers when making insourcing or outsourcing decisions.

Abstract [sv]

Generellt sett har outsourcing i telekomindustrin använts i stor utsträckning i syfte att hantera minskad lönsamhet och ökad konkurrens. Trotts detta finns det inget dokumenterat beträffande outsourcingbeslutsprocessen för en kommunikationsoperatör. Open Universe är en kommunikationsoperatör som ägs av Telenor. De står nu inför ett insourcing- eller outsourcingbeslut beträffande deras kundservice och därför var syftet med denna studie att leverera en rekommendation till Open Universe gällande huruvida de ska insourca eller outsourca deras kundservice. En fallstudie utfördes, som innefattade kvalitativa metoder, för att identifiera för- och nackdelar med de olika sourcing-alternativen. Från denna fallstudie kunde slutsatser dras och en rekommendation genereras. Upptäckterna indikerade att långsiktigt borde Open Universe outsourca deras kundservice till en av Telenors uttalade outsourcingpartners, men då Open Universe för tillfället befinner sig i en migrationsfas och att kundservicen icke-standardiserade affärsprocesser så borde kundservicen insourcas först. Parametrarna som dominerade rekommendationen var därefter jämförda med de teoretiska parametrarna som generellt sett bör övervägas i ett outsourcingbeslut. De dominerande parametrarna var

standardisering, kapacitet, flexibilitet, kostnader kompetens och teknik. Vidare påträffades en helt ny parameter, neutralitet, och denna parameter har kategoriserats som en kontextuell parameter som illustrerar behovet av att också överväga parametrar som inte inkluderas av den traditionella teorin som endast innefattar parametrar som påverkas av outsourcing företaget respektive outsourcing partnern. Resultatet från studien ger en indikation på vilka parametrar som borde övervägas även av andra kommunikationsoperatörer som står inför insourcing- eller outsourcingbeslut.

Place, publisher, year, edition, pages
2014. , 85 p.
Keyword [en]
Outsourcing, insourcing, service provider, network provider, passive infrastructure provider, parameters
Keyword [sv]
Outsourcing, insourcing, tjänsteleverantör, kommunikationsoperatör, ägare av det passiva nätet, parametrar
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:kth:diva-158036OAI: oai:DiVA.org:kth-158036DiVA: diva2:773662
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Available from: 2014-12-19 Created: 2014-12-19 Last updated: 2014-12-19Bibliographically approved

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