Outsourcing- vilka faktorer påverkar intressenternas förväntningar? En studie om ett förändringsarbete mellan flera intressenter i ett outsourcing sammanhang
FörändringFörändringsarbeteFörväntningarFörändringsacceptansFörändringsmotståndOutsourcingInformationssystem
The complex, ever growing and changing environment, requires that today's organizations are dynamic and willing to change in order to stand competitive.This awareness has made change number one priority in almost all organizations' agenda.We live in a world that is constantly changing, yet many organizations fail to change successfully. When a change occurs in complex environments with multiple stakeholders, it immediately increases the complexity and the challenges of the change process.A complex situation may arise when, for example, partial outsourcing of the corporate information system infrastructure. Two of the most difficult challenges that organizations face today is to conduct a successful change process and managing the effect of a change, such as arising expectations. It is very common for change in an organization not to achieve the desired result or that they even fail. There may be a lot of reasons for these failures. Some common reasons are that the change is not sufficiently rooted in the organization and that there is too low a level of acceptance among those concerned. In addition to the great challenge to achieve a good acceptance, it is also a challenge to maintain or increase the acceptance level after a change has been implemented. There are studies conducted that evident that over time the acceptance dies if it is not properly maintained. Previous studies have focused on the creation or increasing of acceptance in a change process, therefore the goal of this study is to examine what expectations arise in an outsourcing context and how they can be managed optimally. The main question is: What factors influence the stakeholders' expectations in outsourcing? According to the study's findings that the expectations are different depending on whether you are a customer or supplier. Supplier's expectations are more self-focused while the customer has more expectations on the environment and the supplier. Like the management of change, it is important to achieve a common understanding of vision and, individuals 'and organizations' expectations of cooperation. Unrealistic expectations are common and are often based in a lack of experience and knowledge of change.