Information Systems Outsourcing Success: a Client- Service Provider Gap Analysis in Pakistan

Business value from outsourcing is increasingly dependent on how well the relationship between the client and its service provider(s) is managed. This paper analyses the factors that affect outsourcing success in terms of project success, knowledge transfer and sustainability. Data were collected from six businesses in Pakistan representing three outsourcing relationship cases. The findings indicate that the degree of congruency between a client’s and its service provider’s objectives and values, coordination and control systems, processes, capabilities and information and technology are likely to affect outsourcing outcomes. Theoretical and managerial implications of the study are identified and analyzed.