Performance management and the outsourcing process: Lessons from a financial services organisation

International Journal of Operations and Production Management

Volumn 29, Issue 10, 2009, Pages 1025-1048

  Mcivor, Ronan ^a   Humphreys, Paul ^a   Mckittrick, Alan ^a   Wall, Tony ^a  

^a UNIVERSITY OF ULSTER   (United Kingdom)

Author keywords

Benchmarking; Cost benefit analysis; Critical success factors; Outsourcing; Performance management

Indexed keywords

EID: 70349628092     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/01443570910993474     Document Type: Article

References (41)

1. Abramovsky, L., Griffith, R. and Sako, M. (2004), Offshoring of business services and its impact on the UK economy, IFS Briefing Note BN51, AIM Research Working Paper Series, pp. 1-35.
2. Aron, R. and Singh, J.V. (2005), Getting offshoring right, Harvard Business Review, December, pp. 135-43.
3. Barthelemy, J. (2003), The seven deadly sins of outsourcing, The Academy of Management Executive, Vol. 17 No. 2, pp. 87-98.
4. Bassett, R. (1991), Make-or-buy decisions, Management Accounting, November, pp. 58-9.
5. Boyer, K.K. and Pagell, M. (2000), Measurement issues in empirical research: improving measures of operations strategy and advanced manufacturing technology, Journal of Operations Management, Vol. 18 No. 3, pp. 361-74.
6. Canez, L., Platts, K. and Probert, D. (2000), Developing a framework for make-or-but decisions, International Journal of Operations & Production Management, Vol. 20 Nos 11/12, pp. 1313-31.
7. Coyne, K., Hall, S. and Clifford, P. (1997), Is your core competence a mirage?, The McKinsey Quarterly, February, pp. 40-54.
8. Dekkers, R. (2000), Decision models for outsourcing and core competencies in manufacturing, International Journal of Production Research, Vol. 38 No. 17, pp. 4085-96.
9. Ellis, G. (1992), Make-or-buy decisions: a simpler approach, Management Accounting, June, pp. 22-3.
10. Greasley, A. (2004), Process improvement within a HR division at a UK police force, International Journal of Operations & Production Management, Vol. 24 No. 3, pp. 230-40.
11. Grover, V., Manoj, R. and Malhotra, K. (1997), Business process reengineering: a tutorial on the concept, evolution, method, technology and application, Journal of Operations Management, Vol. 15 No. 3, pp. 193-213.
12. Hafeez, K., Zhang, Y. and Malak, N. (2002), Determining key capabilities of a firm using analytic hierarchy process, International Journal of Production Economics, Vol. 76 No. 1, pp. 39-51.
13. Hagel, J. and Singer, M. (1999), Unbundling the corporation, Harvard Business Review, Vol. 77 No. 2, pp. 133-42.
14. Harmon, E., Hensel, S. and Lukes, T. (2006), Measuring performance in services, McKinsey Quarterly, Vol. 1, pp. 30-9.
15. Higgins, C. (1955), Make-or-buy re-examined, Harvard Business Review, Vol. 33 No. 3, pp. 109-19.
16. Insinga, R.C. and Werle, M.J. (2000), Linking outsourcing to business strategy, Academy of Management Executive, Vol. 14 No. 4, pp. 58-70.
17. Klaas, B.S., McClendon, J.A. and Gainey, T.W. (2001), Outsourcing HR: the impact of organisational characteristics, Human Resource Management, Vol. 40 No. 2, pp. 125-38.
18. Langfield-Smith, K. and Smith, D. (2003), Management control systems and trust in outsourcing relationships, Management Accounting Research, Vol. 14 No. 3, pp. 281-307.
19. McIvor, R. (2005), The Outsourcing Process: Strategies for Evaluation and Management, Cambridge University Press, Cambridge.
20. McIvor, R. (2007), Outsourcing and the spin-off arrangement: lessons from a utility company, Journal of General Management, Vol. 33 No. 1, pp. 51-70.
21. Probert, D.R., Jones, S.W. and Gregory, M.J. (1993), The make or buy decision in the context of manufacturing strategy development, Journal of Engineering Manufacture, Vol. 207, pp. 241-50.
22. Quinn, J.B. (1999), Strategic outsourcing: leveraging knowledge capabilities, Sloan Management Review, Vol. 40 No. 4, pp. 9-21.
23. Quinn, J.B. and Hilmer, F.G. (1994), Strategic outsourcing, Sloan Management Review, Vol. 35 No. 4, pp. 43-55.
24. Raunick, D.A. and Fisher, A.G. (1972), A probabilistic make-buy model, Journal of Purchasing, Vol. 8 No. 1, pp. 63-80.
25. Rohleder, T. and Silver, E. (1997), A tutorial on business process improvement, Journal of Operations Management, Vol. 15 No. 2, pp. 139-54.
26. Shi, Y. (2007), Today's solution and tomorrow's problem: the business process outsourcing risk and management puzzle, California Management Review, Vol. 49 No. 3, pp. 27-44.
27. Tranfield, D. and Starkey, K. (1997), The nature of social organization and promotion of management research: towards policy, paper presented at British Academy of management Conference, Keynote Session, London Business School, London.
28. Turban, E., McLean, E. and Wetherbe, J. (2004), Information Technology for Management: Transforming Organisations in the Digital Economy, Wiley, Hoboken, NJ.
29. van Veen-Dirks, P. and Wijn, M. (2002), Strategic control: meshing critical success factors with the balanced scorecard, Long Range Planning, Vol. 35, pp. 407-27.
30. Venkatesan, R. (1992), Strategic sourcing: to make or not to make, Harvard Business Review, Vol. 70 No. 6, pp. 98-107.
31. Ward, B. (1990), Planning for profit, in Lincoln, T. (Ed.), Managing Information Systems for Profit, Wiley, Chichester.
32. Welch, J.A. and Nayak, P.R. (1992), Strategic sourcing: a progressive approach to the make-or-buy decision, Academy of Management Executive, Vol. 6 No. 1, pp. 23-31.
33. Wu, F., Li, H., Chu, L. and Sculli, D. (2005), An outsourcing decision model for sustaining long-term performance, International Journal of Production Research, Vol. 43 No. 12, pp. 2513-35.
34. Yin, R. (1984), Case Study Research: Design and Methods, Sage, Newbury Park, CA.
35. Youngdahl, W., Ramaswamy, K. and Verma, R. (2007), Exploring new frontiers in offshoring knowledge and service process, Journal of Operation Management, Vol. 26 No. 2, pp. 135-40.
36. Bahli, B. and Rivard, S. (2005), Validating measures of information technology outsourcing risk factors, Omega, Vol. 33, pp. 175-87.
37. Gambino, A.J. (1980), The Make-or-Buy Decision, National Association of Accountants Society of Management Accountants, New York, NY Hamilton.
38. Hamel, G. and Prahalad, C.K. (1994), Competing for the Future, Harvard Business Press, Boston, MA.
39. Holcomb, T.R. and Hitt, M.A. (2007), Toward a model of strategic outsourcing, Journal of Operations Management, Vol. 25 No. 2, pp. 464-81.
40. McIvor, R. (2000), A practical framework for understanding the outsourcing process, Supply Chain Management: An International Journal, Vol. 5 No. 1, pp. 22-36.
41. Mills, J., Platts, K. and Bourne, M. (2003), Applying resource-based theory: methods, outcomes and utility for managers, International Journal of Operations & Production Management, Vol. 23 No. 2, pp. 148-66.