12 Supplier Capabilities: Part I

Executive Update

12 Supplier Capabilities: Part I

By Mary Lacity, David Feeny, Leslie Willcocks

Posted June 30, 2006 | Leadership |

INTRODUCTION

As the IT and BPO markets mature, customers expect more ambitious outcomes from suppliers beyond cost savings on baseline services. Customers want suppliers to completely transform their back offices: they want slick shared service facilities; superior services; reengineered business processes; integrated technology including self-serve, Web-based applications; highly empowered back-office leadership; and motivated back-office staff. Some customers even expect suppliers to commercialize their back offices once the transformation is complete.

About The Author

Mary Lacity

Mary C. Lacity is the Curators' Professor of Information Systems at the University of Missouri-St. Louis and a Visiting Scholar at MIT CISR (Center for Information Systems Research). Dr. Lacity has also held visiting positions at the London School of Economics, Washington University, and Oxford University. She is also a Certified Outsourcing Professional, coeditor of the Palgrave Series: Work, Technology, and Globalization, and Senior Editor of … Read More

David Feeny

David Feeny is a Fellow of Templeton College, University of Oxford; and Director of the Oxford Institute of Information Management. His teaching and research interests center on the connections between strategy, organization, and IT. Mr. Feeny has worked with large organizations in many different sectors around the world and is a regular contributor to Oxford's executive education programs. Research topics in recent years have included the role… Read More

Leslie Willcocks

Leslie P. Willcocks has an international reputation for his work on global management, outsourcing, e-business, information management, IT evaluation, strategic IT, and organizational change. He is a Professor of Technology Work and Globalization in the Department of Management at the London School of Economics and Political Science (LSE). Dr. Willcocks also heads LSE's Outsourcing Unit Research Centre. For the past 25 years, he has served as… Read More

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12 Supplier Capabilities: Part I

INTRODUCTION

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