¿Necesitan los proveedores de outsourcing una metodología para la provisión de servicios?

• Javier Sáenz ^[1] ; Mercedes de la Cámara ^[1] ; Jose A. Calvo-Manzano ^[1] ; Magdalena Arcilla ^[2]
  1. [1] Universidad Politécnica de Madrid

     Universidad Politécnica de Madrid

     Madrid, España

     
  2. [2] Universidad Nacional de Educación a Distancia

     Universidad Nacional de Educación a Distancia

     Madrid, España

     
• Localización: RISTI: Revista Ibérica de Sistemas e Tecnologias de Informação, ISSN-e 1646-9895, Nº. Extra 1, 2014, págs. 61-76
• Idioma: español
• DOI: 10.4304/risti.e1.61-75
• Títulos paralelos:
  • Service delivery: Is it needed a methodology for outsourcing service providers?
• Enlaces
  • Texto completo (pdf)
• Resumen
  • español

    El mercado de outsourcing ha estado creciendo en los últimos años y se espera que lo siga haciendo, pero este crecimiento se ha visto limitado por el fracaso de muchos proyectos. Estos fracasos se han debido en gran parte a los problemas con los proveedores: la falta de experiencia y capacidad para asumir los proyectos, y una comunicación difícil. Se han propuesto marcos de buenas prácticas para la gestión de proyectos de outsourcing desde el punto de vista del cliente, pero no ha sido así para los proveedores, que basan la prestación de servicios en su experiencia pasada y sus capacidades técnicas. El objetivo de este trabajo es establecer la necesidad de proponer una metodología que guíe a los proveedores a lo largo de todo el ciclo de vida del outsourcing y facilite la provisión de servicios de calidad y bien gestionados.

  • English

    The outsourcing market has been growing in recent years and it is expected to keep doing it, but this growth has been limited by the failure of many projects. These failures have been due to a major degree to problems with providers: lack of experience and capacity to take on the projects and difficult communication. There are good practices frameworks for managing outsourcing projects for clients, but it is not the same for providers, who base the provision of services on their past experience and technical capabilities. The aim of this paper is to state the need to propose a methodology that guides providers throughout the whole outsourcing life cycle and facilitates the provision of quality services and their management.

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