INFORMATION TECHNOLOGY OUTSOURCING IN AN E-COMMERCE ENTERPRISE
Pham, Vy (2019)
Pham, Vy
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019102320151
https://urn.fi/URN:NBN:fi:amk-2019102320151
Tiivistelmä
This research reviews various studies of Information Technology Outsourcing (ITO)’s practice and offers substantial academic acknowledgement and measurement tools for the commissioner in the process of making IT related decisions. The paper is written with the vision of producing a credible source of reference for the case company, Emma Matratze UK, which has been perplexed and bewildered before many considerations serving the target of improving internal IT performance. Emma Matratze UK is an e-commerce enterprise supplying box spring beds, slatted frames, mattresses, pillows and other associated sleeping products. Despite witnessing an impressive growth and gradually widening its slice of the sleeping market portion in the UK, Emma’s internal logistics operations are still managed less effectively in an outdated technology platform. One of the crucial matters is that the company is struggling with controlling and optimizing customer experience journey by improving IT operation. This thesis examines two choices: building an in-house IT team versus using IT outsourcing services. The research is performed using interpretivism philosophy with qualitative research method. Data collection plans are: personnel interviews, case studies and data analysis performance. The chosen interviewees are company’s staffers holding different positions and being responsible for business development, internal operation and customer service. Apart from company’s employees, an interview with an external software developer contributes valuable perspectives in regard of popular client’s bothersome matters and challenges in upgrading software. Two case studies are presented to reflex how the practice is performed in a large scaled company and a small sized business. Basing on gathered data and applied methodology, bridging with logical sequence of analysis, the thesis concludes that IT outsourcing is proved as the more efficient alternative for Emma Matratze UK at this time. After the declaration of following ITO approach, the thesis continues with proposed implementation plans and instructions to support case company in putting the decision into effect. Further studies and developments on this topic are highly encouraged.