Do an organization's internal processes affect the quality of outsourced services?
This research explored this issue with a focus on two internal processes namely, business IT alignment and IT Governance, to find that indeed improving these processes leads to better service quality from outsourcing providers. For starters, a better definition of business priorities leads to more accurate requirements for both services outsources and providers selected. Then, more accurate provider control processes improve service level agreements, ensuring improvement in the delivered services.
