This chapter covers the tools and techniques used to collect information for analysis and proposing strategies.

It is divided into three sections - Research Design, Data Collection and Method of Analysis.

3.1.

Research Design

3.2.1 Survey - Method for data collection

Survey method will be used to collect information. This method involves interaction with a defined set of individuals to capture details. Data is collected using standardised procedures by asking every individual the same set of questions in a similar way. There are various modes for collecting details like questionnaire, interview, sampling etc. Every mode has its pros and cons. The selection of a mode depends upon the type of information to be captured, its sensitivity, audience and physical constraints like distance and time. Interview is the most accurate form but it incurs more time and resources. In our case, the interaction with the respondents will be done using questionnaire mode via email. Questionnaire method is the mode in which questions are provided in a form and the respondent has to reply accordingly. The questions are related to the data elements that need to be captured for further analysis. Questionnaire forms are mailed to the target audience with regular follow-up to ensure that completed forms are received on time. A cover letter will accompany the form, which will explain the respondent about the purpose of the research and also assure proper usage of their disclosed information. Refer to Fig. 3.1 below for the process flow. The type of information required to capture in our scope does not require face-to-face interviews or telephonic conversations. The details are quite quantitative in nature, which can easily be responded by replying to questionnaire forms. To add to this, this method consumes less resource, effort and time relative to other methods. The drawback is that a regular follow-up with reminders is required to complete the data collection process.

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Design the cover page explaining the purpose of research and questionnaire with relevant sections of data elements required for analysis

Identify the target respondents, their contact persons and addresses

Disseminate the cover page and questionnaire to the target audience along with response date via email

Gently remind respondents about the deadline

File all the received completed questionnaire forms and collate the data elements in form of a database

Fig. 3.1 Questionnaire method process flow

As this method is not face-to-face, the correctness of response totally depends upon the respondents interpretation of the questions asked. To avoid this, the questionnaire will be designed in a structured manner with minimal ambiguity. The target audience in our case will be the IT Managers and above in various organisations based in Singapore that belong to sectors like Transport, Banking, Retail, Manufacturing and Service.

3.2.2 Design of Questionnaire

The objective of the questionnaire is to ensure that all the data elements required for analysis is covered in form of either open or close-ended questions. The questions are designed to accommodate both quantitative and qualitative answers. Quantitative questions are complemented with options of multiple answers. The questions are designed to ensure that no confidential data in terms of absolute figures are enquired.

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The options are in percentage. There will be one questionnaire form with multiple sections.
Section A Section B Section C Section D Section E

Section A: Organisation Profile Section B: IT Department Profile Section C: Implementation model is In-house development Section D: Implementation model is Outsourcing Section D1: Organisation is a Buyer in Outsourcing model Section D2: Organisation is a Vendor in Outsourcing model Section E: Perception about Implementation model

Section D1

Section D2

Fig. 3.2 Section structure of the questionnaire form

Following are the details: Section A: Organisation Profile This section collects necessary demographic data of the respondent such as name, company, sector/industry, no. of employees, core business, turnover etc. Section B: IT Department Profile This section is related to details related to the IT department like no. of employees, effort usage trend for past three years and implementation model used for developing projects. Section C: Implementation model is In-house development This section will be relevant to the organisation who has implemented in-house development model. The questions asked here are about the level of automation of operational processes in the organisation, types of technologies used for project implementation and pace of adapting to new emerging technologies. Up to what extent the internal and external customers are satisfied with the support of in-house model and also the impact of the cost incurred on the organisation books. It also queries the reasons for not opting for outsourcing. Section D: Implementation model is Outsourcing Organisations that have outsourcing as their implementation model are required to fill this section. The questions are related to types of outsourcing modes (onsite or offshore), level of customer satisfaction with the implemented mode and IT areas outsourced. Further, there are questions on how the mode has helped in retaining their existing business and getting new ones. This section is divided into D1 and D2

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depending upon the role (buyer or vendor) the organisation plays in the outsourcing model. Section D1: Organisation is a Buyer in Outsourcing model This section is applicable to organisations that play the role of a Buyer in the outsourcing implementation model. The questions here are related to the criteria used by buyer to select vendors. The concerns and challenges faced by buyers while managing the vendor during the project implementation phase are also covered. Section D2: Organisation is a Vendor in Outsourcing model This section is similar to the above section D1 but here it is from a vendor's viewpoint. The questions are related to the concerns and challenges faced by vendor while working with a buyer to implement a project. Section E: Perception about implementation model This is the last section that enquires respondent's perception about both the implementation models (In-house and Outsourcing). Refer to Appendix A for the cover page and the questionnaire form.

3.2.3 Questionnaire Distribution List

The questionnaire distribution list will include organisations in Singapore belonging to different sectors like Transport, Banking, Retail, Manufacturing and Service. Refer to Table 3.1 below for the list. Sno. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. Sector Bank Bank Bank Bank Manufacturing Manufacturing Manufacturing Manufacturing Manufacturing Manufacturing Manufacturing Retail Retail Retail Service Service Service Organisation Credit Suisse DBS ABN Amro HSBC ST Seagate Venture Flextronics SembCorp Sony Infineon NTUC Seiyu Isetan Starhub Singtel M1

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Sno. 18. 19. 20. 21. 22. 23. 24. 25. 26.

Sector Service Service Transport Transport Transport IT Service Provider IT Hardware, Product and Service Provider IT Product and Service Provider IT Hardware, Product and Service Provider

Organisation DHL National Healthcare Group Comfort Delgro SBS SMRT Satyam IBM Oracle HP

Table 3.1 Questionnaire distribution list

An email with the cover page content and the questionnaire form as an attachment (refer to Appendix A), will be mailed to the respective organisations for their response.

3.2.4 Pilot Test

A pilot test will be conducted to confirm the effectiveness of the questionnaire. It will test that the structure, format and content of the form are easily understood and interpreted in the right manner by the respondents. For this purpose, the questionnaire will be distributed among the IT department office colleagues of my workplace. Their feedback will be incorporated before circulating it to the real audience.

3.2.

Data Collection

The data collection process in this project will be done in various ways. It includes the questionnaires, references to outsourcing research survey reports, white papers etc. from different management consultants available in journals and internet.

3.2.1 Questionnaire Data Collection

All responses received from the organisations will be collated based on the following attributes: sector/industry type - banking, manufacturing, retail, service etc.
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presence - whether local, regional and global implementation model - in-house and outsource challenges and concerns faced by buyer with onsite and offshore model challenges and concerns faced by vendor with onsite and offshore model

The details from other reference materials will also be collated in the same way.

3.2.2 Data Validation

The data received from the respondents will be verified for their logical sense e.g. opting for in-house development and subsequently entering details for its related section (Section C). Details entered in this case for Section D (including D1 and D2) will be discarded. The options for all quantitative questions in the questionnaire are phrased in very descriptive manner to reduce ambiguities. Form controls are used for easy inputs and to avoid invalid data.

3.2.3 Data Interpretation

As the options for all quantitative inputs are fairly straight forward, they will be interpreted directly. However for qualitative responses such as reasons and perceptions, the statements will be interpreted based on their content.

3.3.

Method of Analysis

The data for this project needs to be analysed based on certain dimensions such as: implementation model in use in various organisations their preference for onsite and offshore outsourcing key drivers for deciding a vendor concerns and challenges buyers and vendors face during the project implementation past, current and future trends of outsourcing

Data collated through the questionnaire along with other reference materials (like research survey reports and journals) will be analysed based on dimensions

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mentioned above. Apart from the dimensions, other strategic resource areas like people, information, technology and finance will also be analysed. This analysis will assist in arriving at current and future outsourcing trends. It will also help in proposing suitable strategies for organisations in their decision-making process of outsourcing.

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