Evaluation and Improvement of a Transition Business Process: A Case Study Guided by a Semantic Quality-Based Approach

ABSTRACT

A transition in an outsourced IT project is devoted to the transfer of the project from an outgoing project team to an incoming one. It is a complex, risky, and challenging building block of importance, identified as being a critical factor in the success of an outsourced project. Ensuring the good quality of a transition is then fundamental. We present here our experience on quality evaluation and improvement of a real transition in a public institution.

KEYWORDS:

• Business process
• outsourcing
• quality management

Additional information

Notes on contributors

Virginie Thion

Virginie Thion is Associate Professor at Rennes 1 University, attached to the Institute for Research in IT and Random Systems (IRISA) in Brittany (France). She is graduated with a PhD from University Paris Sud-XI (2004). Her main areas of research concern logic-based approaches for databases management, and quality management in information systems.

Malika Grim-Yefsah

Malika Grim-Yefsah is IT project manager at the French National Institute of Health and Medical Research (INSERM) which is a French public scientific and technological institute operating under the joint authority of the French Ministry of Health and French Ministry of Research. She received her PhD in in computer science from Paris Dauphine University in 2012. Her areas of research are information systems management and knowledge management.

Camille Rosenthal-Sabroux

Camille Rosenthal-Sabroux is full Professor at Paris Dauphine University. She is graduated with a PhD from Pierre et Marie Curie, Paris VI (1971) and HDR (habilitation à diriger des recherches) in computer science (1996). Her main research topics are: Modeling Language (UML), Decision Aid, Knowledge Acquisition, Knowledge Management, and Information Systems. She is director of the Master “Extended Company’s Information System: Audit and Consulting.”

Samira Si-Said Cherfi

Samira Si-Said Cherfi is Assistant Professor at the Conservatoire National des Arts et Métiers (Paris, France). She obtained her doctorate degree at the University Paris I—Panthéon Sorbonne in 1999 and her HDR (habilitation à diriger des recherches) in 2012. Her research interests include information systems methodologies, information systems quality, methods and tools for information systems engineering, method engineering, and quality assessment and improvement.