Title: Reengineering of offshored IT helpdesk operational model for transitional optimisation

Authors: Damian Kedziora; Andrzej Kraslawski; Timo Kärri

Addresses: Lappeenranta University of Technology, Skinnarilankatu 34, 53 850 Lappeenranta, Finland ' Lappeenranta University of Technology, Skinnarilankatu 34, 53 850 Lappeenranta, Finland; Lodz University of Technology, Zeromskiego 116, 90 924 Lodz, Poland ' Lappeenranta University of Technology, Skinnarilankatu 34, 53 850 Lappeenranta, Finland

Abstract: The dynamic development of service offshoring industry can lately be observed in Central and Eastern Europe, aligned with the global corporate hunt for service improvement and optimisation of delivery costs. Organisational changes, implemented through a transition project are always associated with numerous challenges the industry's managerial community needs to struggle with. The paper presents the collection and classification of the most common problems affecting international service transfers and introduces the case study conducted in the design phase of a transition project. The reengineering of an offshored IT helpdesk's operational model, aiming for key performance indicator's improvement and team work facilitation was performed with the application of various problem solving and service enhancement methods, including the newly proposed SOLVE method for future advancement of creative solution reaching process.

Keywords: offshoring; service; operations; project; reengineering; transition; model; optimisation; problem; solving.

DOI: 10.1504/IJMDM.2017.086996

International Journal of Management and Decision Making, 2017 Vol.16 No.4, pp.375 - 406

Available online: 17 Aug 2017 *

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