Assignment:
Case Study: How A Saudi Telecommunication Company failed in IT Sourcing
This case study describes how a Saudi organization was looking to improve service quality, reduce marketing time, enhance customer experience and reducing the cost of IT operations. The Saudi company signed a partnership contract with an international leading IT company to meet these goals. Yet, the outcomes of the contract were unexpected. In fact, after the partnership, the service quality reduced, the marketing time increased, customer experience impaired, and the cost of IT operations increased. This huge failure was caused by several factors which can be categorized into the following categories:
- Lack of transparency
- High level contract - mechanism was not defined to measure service-level
- Poor IT Governance
- Lack of involvement of internal stakeholders (Legal, Audit, Risk Management teams)
Students should be exposed to research problems and will be invited to edit their own research paper.
Each student should write a case study about an issue related to any of the topics presented in the course. The case study must be based on a Saudi organization, and it would be preferable if it were from the students own personal experience. These topics include:
• Realizing IT value.
• Delivering Business through IT strategy.
• IT Business Metrics.
• Business-IT relationships.
• Business-IT communication.
• IT Sourcing.
• IT budgeting.
• IT risk management.
• Tech driven innovation.
Hence, each student should submit the following before the presentation day:
1. A report on the case study (4 to 6 pages).
High Importance Note:
The submission should be 100% the students' work. It is about writing a short paper, so students must do a survey of the literature and propose a contribution and must do it by themselves. At grading, it will be easy to recognize who did the work and who copied it online. We will be using plagiarism tools. These tools are used by conferences and journals to detect whether submitted papers contain copied sections and sentences.
Notes:
1. Each student should send the title of their paper as well as a half-page-description of the subject by Sunday (4/11/2018). Done. (page 2)
2. The subject is already chosen, just expand the writing.
The issue a Saudi organization faced was related to the below:
• Realizing IT value.
• Delivering Business through IT strategy.
1. Intro (defining realizing IT value)
During the contract (IT value was not defended properly) lack of internal alignment
2. Delivering Business through IT strategy
a. Business value is defined
b. Business strategy
c. IT value in the light of business strategy
d. IT strategy in light of IT value
3. IBM case
a. Business Case: Why IBM: We have need to improve time to market, quality of product/services, and customer experience, and reducing the cost
b. All went to the opposite direction, and lead to
c. 3 years to 5 years
4. Contract:
o Over confident
o Transparency
o High level (mechanism was not defined to the measure SLA)
o Legal, IT, Audit, RM teams opinion