Applying Design Science Research to Develop a Process Reference Model for IT Workforce Outsourcing: Preliminary Findings
Resumo
IT organizations in Brazil increasingly use workforce outsourcing, and it has become a strategic choice, facilitating innovation, flexibility, and effectiveness in the process execution. This paper presents how we created the Process Reference Model for IT Workforce Outsourcing (MR-TFT) using an approach based on Design Science Research. MR-TFT considers typical and critical aspects of IT workforce outsourcing – for both contractors and suppliers – identified from interviews with industry professionals and a mapping study. It adapts important concepts of software engineering to support workforce outsourcing practices. MR-TFT covers the entire life cycle of providing this type of service, including defining the strategy, managing the agreement between the parties, implementing the outsourcing, evaluating the performance and quality of services performed by the outsourced workforce, and continuously improving the related processes. We also present results from a case study in the context of diagnosing the outsourcing practices in which the model was considered useful and viable.
Palavras-chave:
IT Workforce Outsourcing, Reference Model, Maturity Model, Outsourcing, Workforce, Design Science Research
Referências
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Petter Gottschalk and Hans Solli-Sæther. 2006. Maturity model for IT outsourcing relationships. Industrial Management and Data Systems 106 (2006). Issue 2. DOI: 10.1108/02635570610649853
Alan Hevner and Samir Chatterjee. 2010. Design Science Research in Information Systems. Springer US, Boston, MA, 9–22. DOI: 10.1007/978-1-4419-5653-8_2
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Alan R. Hevner, Salvatore T. March, Jinsoo Park, and Sudha Ram. 2004. Design Science in Information Systems Research. MIS Quarterly 28, 1 (2004), 75–105. [link]
Zafar; Aasim Munir Dad Iqbal. 2013. Outsourcing: A Review of Trends, Winners & Losers and Future Directions. International Journal of Business and Social Science 4 (2013). Issue 8.
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ISO/IEC. 2018. Information Technology – Service management – Part 1: Service management system requirements. Standard ISO/IEC 20000:2018. International Organization for Standardization, Geneva, CH. [link]
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Paolo Popoli. 2017. Conceptualizing Relational Resources as Critical Factor for IT Outsourcing Success. International Journal of Business and Management 12 (2017). Issue 10. DOI: 10.5539/ijbm.v12n10p43
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Per Runeson, Martin Host, Austen Rainer, and Bjorn Regnell. 2012. Case study research in software engineering: Guidelines and examples. John Wiley & Sons.
Gleison Santos, Tayana Conte, Nelson Henrique Franco de Oliveira, Rafael Prikladnicki, Ana Regina Cavalcanti da Rocha, , Guilherme Horta Travassos, and Kival ChavesWeber. 2015. Towards Successful Software Process Improvement Initiatives: Experiences from the Battlefield. In 21st Americas Conference on Information Systems, AMCIS 2015, Puerto Rico, August 13-15, 2015. Association for Information Systems. [link]
Carlos Simões and Gleison Santos. 2020. IT Workforce Outsourcing Benefits, Challenges and Success Factors in the Customer and Supplier Perspectives. In 19th Brazilian Symposium on Software Quality (São Luís, Brazil) (SBQS’20). Association for Computing Machinery, New York, NY, USA, Article 17, 9 pages. DOI: 10.1145/3439961.3439978
Carlos Simões and Gleison Santos. 2023. Terceirização de Força de Trabalho de TI. In Anais do XIX Workshop Anual do MPS (WAMPS 2024) (Brasília/DF). SBC, Porto Alegre, RS, Brasil, 36–39. DOI: 10.5753/wamps.2023.27320
Carlos Alberto Simões and Gleison Santos. 2024. IT Workforce Outsourcing Benefits, Challenges and Success Factors - Systematic Mapping Study. In Proceedings of the 20th Brazilian Symposium on Information Systems (Juiz de Fora, Brazil) (SBSI ’24). Association for Computing Machinery, New York, NY, USA, Article 34, 10 pages. DOI: 10.1145/3658271.3658305
Carlos Simões and Gleison Santos. 2024. Supplementary Material - MR-TFT. DOI: 10.17605/OSF.IO/AQB89
SOFTEX. 2024. MPS.BR – Guia Geral MPS de Serviços:2024 [General Guide MPS for Services - MPS-SW:2024]. Technical Report MR-MPS-SV:2024. SOFTEX, Brasília, BR. [link]. Last Accessed: July 1st, 2024.
SOFTEX. 2024. MPS.BR – Guia Geral MPS de Software:2024 [General Guide MPS for Software - MPS-SW:2023]. Technical Report MR-MPS-SW:2024. SOFTEX, Brasília, BR. [link]. Last Accessed: July 1st, 2024.
Statista. 2020. Global market size of outsourced services from 2000 to 2019. [link]
Roel J. Wieringa. 2014. Design science methodology for information systems and software engineering. Springer, Netherlands. DOI: 10.1007/978-3-662-43839-8
Fadzilah Ahmad, Rosmah Ali, Siti Isnaine Haini, and Nurazean Maarop. 2017. Maturity models of IT outsourcing: A systematic literature review. International Journal of Advanced and Applied Sciences 4, 12 (2017), 52–56. DOI: 10.21833/ijaas.2017.012.011
AXELOS. 2019. ITIL® Foundation, ITIL 4 Edition. TSO (The Stationery Office). [link]
Monalessa Barcellos, Gleison Santos, Tayana Conte, Bianca Trinkenreich, and Patricia Matsubara. 2022. Organizing Empirical Studies as Learning Iterations in Design Science Research Projects. ACM International Conference Proceeding Series. DOI: 10.1145/3571473.3571474
Brasil. 2017. Lei nº 13.467, de 31 de março de 2017. Diário Oficial da República Federativa do Brasil (2017). [link]
V. Braun and V. Clarke. 2013. Successful Qualitative Research: A Practical Guide for Beginners. SAGE Publications. [link]
CMMI Institute. 2018. CMMI Capability Maturity Model Integration - v2. Technical Report CMMI v2. CMMI Institute. [link]
Ana Regina da Rocha, Guilherme Travassos, Gleison Santos, and Sheila Reinehr. 2017. QPS - Modelo para Avaliação da Qualidade de Produtos de Software: Resultados Iniciais. In Anais do XVI Simpósio Brasileiro de Qualidade de Software (Rio de Janeiro). SBC, Porto Alegre, RS, Brasil, 1–15. DOI: 10.5753/sbqs.2017.15110
Tomi Dahlberg and Pirkko Lahdelma. 2007. IT Governance Maturity and IT Outsourcing Degree: An Exploratory Study. In 2007 40th Annual Hawaii International Conference on System Sciences (HICSS’07). 236a–236a. DOI: 10.1109/HICSS.2007.306
Petter Gottschalk and Hans Solli-Sæther. 2006. Maturity model for IT outsourcing relationships. Industrial Management and Data Systems 106 (2006). Issue 2. DOI: 10.1108/02635570610649853
Alan Hevner and Samir Chatterjee. 2010. Design Science Research in Information Systems. Springer US, Boston, MA, 9–22. DOI: 10.1007/978-1-4419-5653-8_2
Alan R Hevner. 2007. A three cycle view of design science research. Scandinavian journal of information systems 19, 2 (2007), 4.
Alan R. Hevner, Salvatore T. March, Jinsoo Park, and Sudha Ram. 2004. Design Science in Information Systems Research. MIS Quarterly 28, 1 (2004), 75–105. [link]
Zafar; Aasim Munir Dad Iqbal. 2013. Outsourcing: A Review of Trends, Winners & Losers and Future Directions. International Journal of Business and Social Science 4 (2013). Issue 8.
ISO/IEC. 2015. Information Technology – Process assessment – Requirements for performing process assessment. Standard ISO/IEC 33002:2015. International Organization for Standardization, Geneva, CH. [link]
ISO/IEC. 2015. Information Technology – Process assessment – Requirements for process reference, process assessment and maturity models. Standard ISO/IEC 33004:2015. International Organization for Standardization, Geneva, CH. [link]
ISO/IEC. 2015. Information Technology – Process assessment Concepts and Terminology. Standard ISO/IEC 33001:2015. International Organization for Standardization, Geneva, CH. [link]
ISO/IEC. 2017. ISO/IEC/IEEE International Standard - Systems and software engineering – Software life cycle processes. Standard ISO/IEC/IEEE 12207:2017. International Organization for Standardization, Geneva, CH. DOI: 10.1109/IEEESTD.2017.8100771
ISO/IEC. 2018. Information Technology – Service management – Part 1: Service management system requirements. Standard ISO/IEC 20000:2018. International Organization for Standardization, Geneva, CH. [link]
ISO/IEC. 2019. Information Technology – Process assessment – Process measurement framework for assessment of process capability. Standard ISO/IEC 33020:2019. International Organization for Standardization, Geneva, CH. [link]
ISO/IEC. 2022. Information security, cybersecurity and privacy protection – Information security management systems. Standard ISO/IEC 27001:2022. International Organization for Standardization, Geneva, CH. [link]
Marcos Kalinowski, Gleison Santos, Rafael Prikladnicki, Ana Regina Rocha, Kival ChavesWeber, and Jose Antonio Antonioni. 2011. From Software Engineering Research to Brazilian Software Quality Improvement. In Proceedings of the 2011 25th Brazilian Symposium on Software Engineering (SBES ’11). IEEE Computer Society, USA, 120–125. DOI: 10.1109/SBES.2011.31
R McIvor, Pk Humphreys, and MrapWall. 2008. A study of performance measurement in the outsourcing decision Research executive summaries series. Chartered Institute of Management Accountants 4 (2008). Issue 3.
Fernando Martins Muradas. 2006. Processo de Avaliação MPS.BR: Definição e Ambiente de Apoio. Master’s thesis. Rio de Janeiro.
Paolo Popoli. 2017. Conceptualizing Relational Resources as Critical Factor for IT Outsourcing Success. International Journal of Business and Management 12 (2017). Issue 10. DOI: 10.5539/ijbm.v12n10p43
Ana Regina Rocha, Guilherme Horta Travassos, Gleison Santos, and Sheila Reinehr. 2019. Modelo de Referência para Avaliação de Produtos de Software [Reference Model for Software Product Evaluation]. Modelo de Referência QPS v1.1. COPPE/UFRJ, Rio de Janeiro, BR. --
Per Runeson, Martin Host, Austen Rainer, and Bjorn Regnell. 2012. Case study research in software engineering: Guidelines and examples. John Wiley & Sons.
Gleison Santos, Tayana Conte, Nelson Henrique Franco de Oliveira, Rafael Prikladnicki, Ana Regina Cavalcanti da Rocha, , Guilherme Horta Travassos, and Kival ChavesWeber. 2015. Towards Successful Software Process Improvement Initiatives: Experiences from the Battlefield. In 21st Americas Conference on Information Systems, AMCIS 2015, Puerto Rico, August 13-15, 2015. Association for Information Systems. [link]
Carlos Simões and Gleison Santos. 2020. IT Workforce Outsourcing Benefits, Challenges and Success Factors in the Customer and Supplier Perspectives. In 19th Brazilian Symposium on Software Quality (São Luís, Brazil) (SBQS’20). Association for Computing Machinery, New York, NY, USA, Article 17, 9 pages. DOI: 10.1145/3439961.3439978
Carlos Simões and Gleison Santos. 2023. Terceirização de Força de Trabalho de TI. In Anais do XIX Workshop Anual do MPS (WAMPS 2024) (Brasília/DF). SBC, Porto Alegre, RS, Brasil, 36–39. DOI: 10.5753/wamps.2023.27320
Carlos Alberto Simões and Gleison Santos. 2024. IT Workforce Outsourcing Benefits, Challenges and Success Factors - Systematic Mapping Study. In Proceedings of the 20th Brazilian Symposium on Information Systems (Juiz de Fora, Brazil) (SBSI ’24). Association for Computing Machinery, New York, NY, USA, Article 34, 10 pages. DOI: 10.1145/3658271.3658305
Carlos Simões and Gleison Santos. 2024. Supplementary Material - MR-TFT. DOI: 10.17605/OSF.IO/AQB89
SOFTEX. 2024. MPS.BR – Guia Geral MPS de Serviços:2024 [General Guide MPS for Services - MPS-SW:2024]. Technical Report MR-MPS-SV:2024. SOFTEX, Brasília, BR. [link]. Last Accessed: July 1st, 2024.
SOFTEX. 2024. MPS.BR – Guia Geral MPS de Software:2024 [General Guide MPS for Software - MPS-SW:2023]. Technical Report MR-MPS-SW:2024. SOFTEX, Brasília, BR. [link]. Last Accessed: July 1st, 2024.
Statista. 2020. Global market size of outsourced services from 2000 to 2019. [link]
Roel J. Wieringa. 2014. Design science methodology for information systems and software engineering. Springer, Netherlands. DOI: 10.1007/978-3-662-43839-8
Publicado
30/09/2024
Como Citar
SIMÕES, Carlos; SANTOS, Gleison.
Applying Design Science Research to Develop a Process Reference Model for IT Workforce Outsourcing: Preliminary Findings. In: SIMPÓSIO BRASILEIRO DE ENGENHARIA DE SOFTWARE (SBES), 38. , 2024, Curitiba/PR.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2024
.
p. 147-157.
DOI: https://doi.org/10.5753/sbes.2024.3330.
