Faktorer som påverkar effektivitet och kvalitet vid outsourcing
With an IT outsourcing project there are many factors affecting how efficiency andquality develop in the outsourced activity. The Purpose of this study is to identifythese factors through a case study in a global company that is dissatisfied with theefficiency and quality of their outsourced helpdesk. For data collection methodsinterviews and observations were used. Interviews were conducted with people fromdifferent parts of the company in three different countries, all somehow involved inthe outsourced system. The observations were made with the outsourced company tosee how the employees work and fill information gaps that the interviews could notcover. Relevant literature were gathered to assist the design of the study and used asreference material in the analysis of the results. The results of the study show that thequality and efficiency of the helpdesk operations are affected by how communicationfunctions between the companies and how well the product and systems are adaptedto the local market. Other factors include how goals are established andcommunicated, how the recruitment and training of staff is carried out and how theactivities and results are monitored and reported to the people in charge.