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Establishing and Maintaining Quality in Offshore-Outsourcing Services: applying the ASQ theoretical model to test its validity using relevant evidence from a Financial Data Vendor Company

Lasecka, Anna Maria (2017) Establishing and Maintaining Quality in Offshore-Outsourcing Services: applying the ASQ theoretical model to test its validity using relevant evidence from a Financial Data Vendor Company. Masters thesis, Dublin, National College of Ireland.

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Abstract

Offshore-outsourcing is a popular trend across many markets and industries. There many reasons for which a company can decide to engage in offshore-outsourcing. These reasons will be different for a manufacturing company, and different for a service provider company. Following that logic; the process of offshore outsourcing will bring different challenges within the knowledge transfer stage of that process for a manufacturing plant and different for a financial data vendor company. The quality consistency is a guarantee of competitive advantage. It does not matter a service provider or a manufacturer; both types of companies must consider the aspect of quality when relocating its business processes to an offshore vendor. Quality of a physical product is easier to measure and check. Services however, and products related to the quality of data are more challenging in this aspect. This study is to investigate if a theoretical model of quality in outsourcing body of knowledge designed by American Society for Quality is applied in day-to-day activities by a financial data vendor - the Company X. It is to identify to what extent such model is used. Therefore, does it exhibit a more universal characteristic. This research also investigates the impact of intangible factors which are not directly outlined in the model. These aspects such as national culture, geographical distance and relationship between teams should also be considered when discussing the quality of product and/or service in business process outsourcing. Qualitative method was used as the most suitable for conducting this research. Eight managers working for the same Company were interviewed using semi-structured, face-to-face interviews to gather essential data.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HG Finance > Financial Services
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Outsourcing
Divisions: School of Business > Master of Science in Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 22 Nov 2017 14:43
Last Modified: 22 Nov 2017 14:43
URI: http://trap.ncirl.ie/id/eprint/2900

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