PMBA IS 6891
Winter 2015/2016
Management of Global
Sourcing of Business and IT Services
Dr. Mary C. Lacity
233 Express Scripts Hall
(314) 516-6127
(314)
516-6827 (fax)
Email:
Mary.Lacity@umsl.edu
Homepage: http://www.umsl.edu/~lacitym
Meeting Place: 103 ESH
Meeting Dates:
Sat December 5 2015
Fri January 8 2016
Sat January 9 2016
Fri January 29 2016 (Room change: 106 ESH)
Fri February 26 2016
Start Time: 1:30
Prerequisites: Graduate students:
IS 5800
Course Description:
Largely fostered by
globalization, the Internet, processing standards, and technologies like common
enterprise systems and robotic process automation, organizations now regularly
source business and information technology (IT) services globally. This
course covers topics to help managers source business and IT services from the
initiation of a sourcing decision and evaluation process through to service
provider selection and transition to outsourcing. The course also covers the management
practices needed to ensure good outsourcing outcomes for both parties. The
course focuses on global sourcing of IT, financial and accounting services,
human resource services, procurement, real estate services, legal services, and
other back office services. Students will also investigate insourcing
options such as shared services and captive centers and other emerging sourcing
topics such as robotic process automation, cloud computing, impact sourcing,
prison sourcing, crowd sourcing, and rural sourcing.
Dr. Mary
Lacity is Curators’
Professor of Information Systems and an International Business Fellow at the
University of Missouri-St. Louis. She
is also Visiting Professor at the London School of Economics, a
Certified Outsourcing Professional ®, Co-Chair of the IAOP Midwest Chapter, Industry Advisor for the Outsourcing Angels and the Everest Group,
Co-editor of the Palgrave Series: Work, Technology, and
Globalization, and on the Editorial Boards for Journal of Information Technology, MIS Quarterly Executive, IEEE
Transactions on Engineering Management, Journal of Strategic Information
Systems, and Strategic Outsourcing: An
International Journal. Her research focuses on global outsourcing of
business and IT services. She has
conducted case studies and surveys of hundreds of organizations on their
outsourcing and management practices. She has given executive seminars
world-wide and has served as an expert witness for the US Congress. She was inducted into the IAOP’s
Outsourcing Hall of Fame in 2014, one of only three academics to ever be
inducted. She was the recipient of the 2008 Gateway to Innovation Award
sponsored by the IT Coalition,
Society for Information Management, and St. Louis RCGA and the 2000 World Outsourcing
Achievement Award sponsored by PricewaterhouseCoopers and Michael Corbett and
Associates. She has published 24
books, including Nine Keys to World-class Business Process Outsourcing (Bloomsbury
Publishing, London, 2015; co-author Leslie Willcocks), The
Rise of Legal Services Outsourcing (Bloomsbury Publishing,
London, 2014; co-authors Leslie Willcocks and Andrew Burgess) and Outsourcing:
All You Need to Know (White
Plume Publishing, Melbourne, 2014; coauthors Sara Cullen and Leslie Willcocks).
Her publications have appeared in the Harvard
Business Review, Sloan
Management Review, MIS
Quarterly, IEEE Computer, Communications of the ACM, and many other academic and
practitioner outlets. She was Program Co-chair for ICIS 2010. Before earning her Ph.D. at the
University of Houston, she worked as a consultant for Technology Partners
International and as a systems analyst for Exxon Company, USA.
This
course is cross-listed in the Outsourcing Professional Course Catalog (OPCC)
This course is worth 25 of
the 150 points required to become a Certified Outsourcing Professional (COP).
The International Association of
Outsourcing Professionals (IAOP) offers a number of certifications, including
the COP-Certified Outsourcing Professional.
To become a Certified Outsourcing Professional (COP), an individual must
be able to demonstrate both the experience and knowledge needed to design,
implement, and manage outsourcing initiatives with a high probability of
achieving the organization's intended outcomes. The experience and knowledge
areas addressed by the certification cover the non-domain specific activities
common to outsourcing as a management practice irrespective of the individual's
role as a customer, provider, or advisor. In so doing, the certification creates
an experience and knowledge set common to and shared by all professionals in
the field.
What is the process for becoming a COP? Applicants
will be asked to successfully demonstrate that they possess the necessary
knowledge and experience to be considered a COP. This knowledge and experience
can be demonstrated through a combination of the following:
Comprehensive
Work Experience in the field of outsourcing as
demonstrated by employment on one or more projects across one or more firms.
Knowledge
Assessment through passing the multiple choice COP Examination developed by the Standards Committee.
The exam is taken online and consists of 200 multiple choice questions, of
which 70% of the questions must be answered correctly to pass.
Education including
successful completion of the COP Master Class and/or holding a relevant post-graduate
degree.
http://www.iaop.org/content/23/193/1706/
Required Course Materials:
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Additional
assigned readings and webinars as posted on MyGateway |
Course
Assessment Items:
|
Assessment Item |
Percentage of Grade |
Due Date |
Exam 1 (Take Online)
|
25%
|
by Wed Jan 27 8:00 am
|
Exam 2 (Take Online)
|
25%
|
by Wed Feb 24 8:00 am |
|
Group Presentation |
35%
|
See
Schedule
|
|
Prison Sourcing Case |
5%
|
See Schedule |
|
Radiant Law Case |
5%
|
See Schedule |
|
Class Participation |
5%
|
Attendance and active class
participation |
Exams:
The purpose of
the exams is to make sure that you read, understood, and can apply material
contained in the readings and lectures. The exams are administered
online. EXAMS ARE POSTED IN THE ASSIGNMENT FEATURE IN MYGATEWAY. Complete
all the required readings and listen to all required webinars prior to opening
the exam.
· Exam 1 covers the following
modules: Overview of Outsourcing, 20 years of Research, Moving to
the Strategic Agenda, Decision Process, Prison Sourcing, Sourcing Ethics, guest
speakers.
· Exam 2 covers the following modules: Innovation, Offshore
Outsourcing, Cloud Services, Nine Keys to World Class BPO, Robotic Process
Automation, Legal Services/Radiant Law case.
Please note, ONCE YOU OPEN THE
EXAM YOU ONLY HAVE 2 HOURS TO COMPLETE IT!
Do not open the test until after you have
read/watched the required materials and you have studied. You may use
your notes, readings, power point slides to answer questions. You may not
speak with other students about the exam.
Grading
Exams:
Grading Philosophy:
My grading philosophy is that professors do
not “give” grades. Students “earn” grades. I take grading very
seriously. I thoughtfully grade each assessment item on the
assessment sheets. A sub-culture has emerged among some (certainly
not all) graduate students that graduate students are “customers” and that
everything they do should be awards an A. Such a view dilutes the value
of your education, and as a professor I cannot possibly hold this view. I
am morally obligated to clearly define expectations (which I do on a very
detailed syllabus and detailed assignments), to help you as much as I can
before your assignments are due, and to grade the actual performance using the
assessment sheets. All that said, I have great
empathy for college students, having been one myself for nine
years! I care about your learning. No one would be happier than I
to see all students earn high grades! In this class, the letter grades
use the following scale:
|
92.00 or above |
A |
|
90.00 to 91.99 |
A- |
|
88.00 to 89.99 |
B+ |
|
82.00 to 87.99 |
B |
|
80.00 to 81.99 |
B- |
|
78.00 to 79.99 |
C+ |
|
72.00 to 77.99 |
C |
|
70.00 to 71.99 |
C- |
|
Below 70.00 |
F |
Class
Participation:
The class only meets face-to-face
a few times so it is vital that students attend all classes. Students who must miss a class must watch
class recording and submitting short essays on missed material in order to
complete the course.
In
Class Teaching Case Presentations
Students will
prepare and lead the discussion of two teaching cases in class:
·
Lacity, M., and Willcocks, (2015), “Are the Privileged Professions
in Peril? How Radiant Law is Rethinking Legal Services in the Face of
Globalization and Technology Innovation.” Journal
of Information Technology Teaching Cases
·
Lacity, M., Rottman, J., and Carmel, E. (2014), "Prison
Sourcing: “Doing Good” or “Good for Business”?, Journal of Information Technology Teaching Cases
The class
will be divided into six groups, four students each. Each group will be responsible for leading a
ten minute discussion of specific questions.
The cases and the questions are on MyGateway. The group presentations will be graded using
the in-case
grade assessment sheet.
Oral
Group Presentation:
Each group is responsible for
presenting a 50 minute presentation to the class.
Each group will be assigned a
different ITO/BPO topic from among the following:
·
BPO: Outsourcing Human Resources OR Financial
& Accounting Services
·
Insourcing Options: Shared Services or Captive Centers
·
Political View: Is
Outsourcing Good or Bad for the US Economy?
Offshoring: Continent &
Country Focus: (PICK ONE):
·
ITO and BPO in Central/South America
or
RESEARCH
BASE:
Secondary Resources.
Each group should research at least 20
external references such as journal articles, newspapers, short videos, or
relevant websites. Some excellent
sources that cover the ITO and BPO markets are:
Outsourcing Research & Professional Sites:
High Performance BPO website: http://www.accenture.com/Microsites/highperfbpo/Pages/home.aspx
IAOP homepage: http://www.iaop.org/
Everest Research Institute http://www.everestresearchinstitute.com/
Information Services Group http://www.isg-one.com/
LSE Outsourcing Unit: www.lse.ac.uk/management/research/outsourcingunit
Horses for Sources: http://www.horsesforsources.com/
Journals devoted to outsourcing:
Academic Journal: Strategic Outsourcing: An International
Journal
IAOP Pulse Magazine http://www.iaop.org/Pulse
Professional Outsourcing www.professionaloutsourcingmagazine.net
HRO Today Journal: http://www.hrotoday.com/
FAO Today Journal: http://www.faotoday.com/
Outsource Magazine http://outsourcemag.com/
At least 10 of these references
must be from refereed journals or
academic journals for practitioners, such as Sloan Management Review,
Harvard Business Review, MIS Quarterly Executive, Academy
of Management Perspectives. Refereed journals assure some level of
validation. The academic articles don’t
have to be limited to just your narrow topic (such as Egypt), but can include
academic articles on outsourcing in general, surveys of outsourcing, theories
or outsourcing, literature reviews on outsourcing, etc. The best source to find
refereed journal articles is ABI-INFORM, available online to UMSL students. To find refereed articles, simply tick the
box for “peer-reviewed ” while in ABI
inform. Watch recording on finding academic articles (in mygateway under GROUP
PROJECT MATERIALS folder)
Information about required Secondary Sources
Many students liven up their presentations by including
short video clips about their topic (such as a youtube video).
Primary Resources. Students should conduct at least
three original interviews for their group projects. Another potential
source of primary data is an original survey.
For example, a past group surveyed lawyers to see if they would
outsource any legal work. Another group
surveyed graduate students to assess their level of participation in
crowdsourcing.
Information about required Primary Sources
PRESENTATION TIMING:
Each group should only plan 40 minutes of
content to allow 10 minutes of audience interaction during the presentation. Think of yourselves not as formal
speakers, but as teachers. You should incorporate the audience during the
entire presentation. In the past,
students have done very creative things for audience participation including a
short Jeopardy game, a bingo game, a short survey, a guess the provider logo
game, etc.
PRESENTATION
MATERIALS:
Each group will develop power point slides (or a Prezi or
another presentation format).
On the day of your presentation, please provide a
STAPLED, hardcopy set the slides for your instructor. Please print only 2
slides per page.
Please load your final power point slides in GROUP X Group
Pages under FILE EXCHANGE.
Please name the final version of your power point slides
exactly as indicated below:
|
Group |
Oral
Presentation File Name File names are case sensitive |
|
G1Winter15.pptx |
|
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Group 2: |
G2Winter15.pptx |
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Group 3: |
G3Winter15.pptx |
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Group 4: |
G4Winter15.pptx |
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Group 5: |
G5Winter15.pptx |
|
Group 6: |
G6Winter15.pptx |
CITATIONS:
Make sure
that every slide appropriately credits sources, be it an
interview, printed material, or web site.
Information about Citations
DO NOT PLAGERIZE!!!! You may not
copy directly from sources unless you indent the text and put it in
quotes. This would normally be reserved
for a few sentences of specific quotations.
You must RE-WORD sources! You are
using external references as INPUT to your originally created OUTPUT. Professors takes plagiarism very seriously and any student
who copies directly from the web or printed sources will be turned over to
Academic Affairs.
I am very happy to work with groups on their
specific topic. I strongly suggest that I meet with your groups
several times. At a MINIMUM, I want to review your power point slides at least a week
before your presentation. Please feel free to email me to make an
appointment in person, or we can do it over the phone or online as well.
Advice for Oral Group
Presentation:
My aim is
to have the best possible group presentations.
Based on vast experience with group assignments, keys to success
include:
· Start
your group project as soon as groups are assigned.
· Start
exploring your topic by gathering general statistics about your topic and start
answering the questions: Why is your
topic important to general managers? How much money do companies spend on your
topic? What are the promised benefits of this topic if properly managed? What are the potential pitfalls if
mis-managed?
·
Identify early the original sources of data you want to collect
(interviews, case study materials, original surveys)
·
Read entire syllabus regarding the group project
·
Be sure to get the best, most current, most relevant sources of
content available
·
Have content completed one week prior to presentation to have time
to incorporate professor’s feedback.
·
DO NOT HAVE MORE THAN 50 POWER POINT SLIDES (excluding
references).
·
Meet with group to practice oral presentation (this is the only
way to get the timing correct!)
·
When speaking in the front of the class, do not use notes. Your power point slides serve as your notes.
·
The best presentations pass control many times among group
members. You should not organize the
speaking as four 10-minute, independent speeches. The presentation should be integrated so that every person speaks
several times.
·
To form a cohesive group, do not think that an individual “owns” a
certain part of a presentation. It is
quite natural for one member to gather data and another member may actually
present the data.
·
The audience gets tired and cannot absorb too much information at
one time. Groups are more effective
when they deliver less information in a relaxed, effective manner rather than
trying to rush through too much information. Usually, as the group presentation
approaches, groups realize they have too much information! The group should keep the best content. No individual should feel bad if the
information they collected is not all used.
Again, each member needs to abandon the idea that they “own”
content. The content is group owned.
·
Remember to have about 10 minutes of audience interaction. Do not
rely on “Does anyone have any questions?” to fill up your ten minutes of class
participation. In the past, students have done
very creative things for audience participation.
·
BE SURE TO SEE HOW THE ORAL
PRESENTATIONS ARE GRADED
Oral Group Presentation Grades:
Oral
presentations are graded as a group grade rather than as individual
grades.
Most oral
group presentations will be graded using the following form: oral group
grade form, except geographic oral group presentations will be
graded using the following form: oral group
grade form
All group members will receive the same grade
for the oral presentation, provided that all members agree that each individual
made a significant contribution. If a group member has not meaningfully or
fully participated, I will assume that group member was legitimately distracted
by other life issues such as illness or heavy work travel. I do expect that
members who do not fully participate show their integrity by willingly reducing their percentage of contribution.
It is no shame to not fully participate because of legitimate reasons. It is a great shame to expect other group
members to falsely report contribution percentages.
In order to provide some accountability,
albeit imperfect, I will ask that each group fill in the following form and
each group member must sign it. This form is due on the day of presentation.
344
Please
print, fill in, and have every member sign a copy of: group contribution form .
Course
Schedule:
|
DATE: |
Time |
Activity/Module |
Learning Objectives |
Readings/Webinars |
|
CLASS Saturday, Dec 5 |
1:30pm to 4:00pm |
Overview of Global Sourcing |
Understand definition of global sourcing; Understand challenges facing back office
managers; Understand the major transformation
approaches; Understand size of global outsourcing
markets; Understand outsourcing success rates; Understand why outsourcing is so
challenging to client organizations; Learn what clients need to master to achieve global sourcing objectives |
|
|
Do on your own |
|
Compilation of Research from the Last
Twenty Years |
Understand sourcing choices (options, locations, provider) Understand determinants of sourcing choices (motivations, transaction attributes, influence sources) Understand determinants of sourcing outcomes (contractual governance, relational
governance, client retained capabilities, provider capabilities) |
Read: REQUIRED:
Chapter 1 of Outsourcing: All You Need to Know Listen to the Webinar recordings |
|
Do on your own |
|
Moving to the Strategic Agenda |
Understand five reasons why CEOs should pay attention to ITO and BPO Two sourcing decision matrices |
Read: REQUIRED: Outsourcing
Professional Body of Knowledge, IAOP, Van Haren Publishing, CHAPTER 1 Read: REQUIRED: Chapter 2 of Outsourcing: All You Need to
Know Listen to the Webinar recording |
|
Do on your own |
|
Decision Process |
Understand importance of a detailed
evaluation process Know the four phases and nine building
blocks of the outsourcing life cycle.
IAOP Global
Outsourcing 100—how are service providers assessed? |
Read: REQUIRED: Chapters 5-9 of Outsourcing: All You Need
to Know Read: REQUIRED:
Outsourcing Professional Body of Knowledge, IAOP, Van Haren Publishing,
CHAPTERS 5 and 6. IAOP
Lists of top providers/advisors listed in mygateway. Listen to the Webinar recordings |
|
Do with your groups prior to
class |
|
Prepare for Radiant Law and Prison Sourcing Case Study Presentations |
Consider
the informed opinions on the effects of globalization of skills and technical
innovation on knowledge work in the short and long terms. Know
six core principles from the IAOP ethical code of conduct for outsourcing; Be
able to analyze the ethics of certain outsourcing situations like prison
sourcing |
Read: REQUIRED: Radiant Law Case by Mary Lacity,
Leslie Willcocks and Andrew Craig Read: REQUIRED: Prison Sourcing Case by Mary Lacity,
Joseph Rottman, and Erran Carmel Read: REQUIRED:
Outsourcing Professional Body of Knowledge, IAOP, Van Haren Publishing,
APPENDIX E: Code of Ethics. |
|
IN-CLASS Friday January 8 |
1:30-3:00 |
Radiant
Law Case Study Presentations |
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3:15 to 4:15 |
Guest Speaker |
Rich
Etzkorn, Executive Managing
Director, Cushman and Wakefield |
Real estate services outsourcing guest speaker |
|
|
4:15
– 5:15 |
Guest Speaker |
Shane
Mayes, Founder, and
first CEO, Onshore Outsourcing |
Rural/Impact sourcing guest speaker |
|
|
IN-CLASS Saturday January 9 |
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1:30-3:00 |
Prison
Sourcing Case Study Presentations |
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Due by by Wednesday January 27 8am |
EXAM I |
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CLASS: Friday January 29 |
1:30 pm to 2:20pm |
Group
Presentation: Political View (Group 1) |
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|
2:30 pm to 3:20pm |
Group Presentation:
Crowdsourcing (Group 3) |
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|
3:30 pm to 4:20pm |
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|
Do on your own |
|
Innovation |
Types of innovations in outsourcing Collaborative innovation process Best practices for incentivizing and delivering innovation |
Read: REQUIRED: Chapter 13 of Outsourcing: All You Need
to Know Listen to Webinar Recording |
|
Do on your own |
|
Offshore Outsourcing |
Understand the
benefits of offshoring from the perspective of front line employees Understand the
challenges of offshoring from the perspective of front line employees Four executive
practices to ensure offshoring success |
Read: REQUIRED: Chapter 14 of Outsourcing: All You Need
to Know Listen to Webinar Recording |
|
Do on your own |
|
Cloud Services |
Understand: · What
value do clients seek from outsourcing and cloud services? · What
practices ensure success? · Is
cloud services is becoming the “great equalizer” between large and
small-sized firms? |
Read: Loebbecke,
C., Thomas, B., and Ulrich, T., “Assessing Cloud Readiness at Continental
AG,”MIS Quarterly Executive, (11)1: 11-23. Read: Lacity,
M., and Reynolds, P. (2014), “Cloud Services Practices for Small and
Medium-sized Enterprises,” MIS
Quarterly Executive, Vol. 13, 1, pp. 31-44. Listen to the Webinar recording |
|
Do on your own |
|
Nine Keys to World Class BPO |
Be able to identify nine keys to world-class BPO; Ten attributes of effective leadership pairs (note: know
the webinar version which removes individual performance and adds
empathy to ten attributes discussed in Pulse) |
Lacity, M., and Willcocks, L.
(2014), “Nine Practices for Best-in-Class BPO Performance,” MIS
Quarterly Executive, Vol. 13, 3, pp. 131-146. Lacity, M., Willcocks, L., and Yan, A. (2014), “Leadership Pairs Behind High
Outsourcing Performance”, Pulse
Magazine, Issue 9, pp. 52-57. Listen to the Webinar recording |
|
Do on Your Own |
|
Service Automation: Robotics and the Future
of Work |
Identify best practices for realizing business benefits from service
automation Understand the three philosophical views of technology Understand how service automation might affect location attractiveness |
Excerpt from Willcocks, L. and Lacity, M. (2016), Service Automation: Robots and the Future
of Work, Brooks Publishing, UK, Listen to the VoiceThread
Recording Watch TedTalk
by David Moss, CTO of BluePrism: White Collar Robots: The Virtual Workforce: |
|
Due by Wednesday February 27 8:00am |
|
EXAM II |
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CLASS: Friday February 26 |
1:30pm to 2:20pm |
Group
Presentation: Group 3 Impact Sourcing |
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2:30pm to 3:20pm |
Group
Presentation: Central/South America (Group 4) |
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