Application outsourcing, the standardisation challenges of global contractorrs

Abstract

In this thesis we address how a global contractor approaches the creation of a standard framework for service and performance management for application outsourcing and how this standard framework is localized. Based on a case study conducted over a period of one year of a Norwegian affiliate, the thesis contributes to the current discussion on standardization and outsourcing in the field of Information Systems. By drawing upon concepts of standardization and knowledge, the thesis makes three contributions: firstly, it addresses an academic void of researching the contractor side of outsourcing using interpretivist research approaches and multiple socio-technical theories; secondly, it shows that local affiliates will interpret and use the standard frameworks based on the social, cultural and behavioural differences which in turn causes a tension between standardization and flexibility on a global-local level; thirdly, it shows how this tension is permanent and needs management.