Measuring Service Solution Quality in Services Outsourcing Projects Using Value Driver Tree Approach

Abstract

In this paper, we present a framework to model and measure the quality of an information technology (IT) service solution in services outsourcing domain. Our three main contributions in this paper are as follows. First, we present a systematic method to identify the drivers of Information Technology (IT) service solution quality based on the lifecycle phases of IT services projects; Second, we present ten service quality measurement dimensions and the associated metrics for measuring these dimensions organized as Value Driver Trees (VDTs); Third, we present a qualitative and quantitative analytical approach for modeling IT service quality metrics and for predicting the quality of service solutions using Value Driver Trees (VDTs). To the best of our knowledge our work is the first of its kind for measuring IT service solution quality in services outsourcing projects from IT service provider point-of-view. We are currently implementing these metrics at a large IT services outsourcing services provider.