Jayachandra Bairi

Bio: Jayachandra Bairi is an academic researcher from Science Applications International Corporation. The author has contributed to research in topics: Service (business) & Knowledge sharing. The author has an hindex of 7, co-authored 13 publications receiving 154 citations. Previous affiliations of Jayachandra Bairi include Murphy Oil & Wipro.

Critical success factors in gaining user customer satisfaction in outsourced IT services

Abstract: Purpose – The purpose of this paper is to identify the critical success factors in gaining user customer satisfaction in IT outsourced services and find how it helps in the competitive advantage and customer retention for the service provider. Improving the service quality and customer satisfaction of outsourced IT service is the main rationale behind pursuing this research.Design/methodology/approach – Three firms were selected for studying primarily because a large part of their IT support work is outsourced to multiple vendors and support work is carried out, both on site and offshore. A structured, open‐ended interview was conducted because of the exploratory nature of this case study. The primary data were collected through face‐to‐face interviews, with 12 senior managers. Extensive secondary data were provided by the interviewees.Findings – The paper provides evidence that by following critical success factors there are few expected outcomes to client and service provider organizations, like user sa...

Knowledge retention in the IT service industry

Abstract: Purpose – The purpose of this paper is to develop and evaluate an effective employee retention plan for information technology (IT) service organizations as part of a knowledge management (KM) strategy.Design/methodology/approach – The employee retention plan is evaluated at three IT multi‐national companies which are providing global IT services with successful knowledge management systems (KMS) in place. Semi‐structured telephone interviews were conducted with senior managers and team leaders of three companies. The data collected is used for studying attrition and retention and its impact on KM.Findings – The paper provides evidence of various strategic, technological, and local issues influencing the success of retention and its benefit to KM programs in global IT service companies. Organizations adapt attrition control measures for long‐term benefit. These measures help in effective KM, serving the client at lower cost with consistent service levels.Research limitations/implications – Interviews are ...

A comparison of lean and CMMI for services (CMMI‐SVC v1.2) best practices

Abstract: Purpose – The purpose of this paper is to investigate the elements of lean concept and identify those principles which are applicable to service organizations, also, to compare the lean best practices with CMMI‐SVC v1.2 model goals and practices and find out the compatibility.Design/methodology/approach – The capability maturity model integration (CMMI) for services (CMMI‐SVC v1.2) model, developed by Software Engineering Institute is a collection of best practices applicable to service operations. Lean concepts, on the other hand, originated from manufacturing but of late lean principles and best practices have been implemented in some services organizations. As lean concepts originated from manufacturing and CMMI‐SVC v1.2 from software industry, there could be some overlapping content and some differences and each may offer some distinct advantages. This paper is based on the review of the contemporary literature on lean concepts and CMMI‐SVC v1.2 model, including books, journal articles and handbooks. ...

Knowledge acquisition by outsourced service providers from aging workforce of oil and gas industry

Abstract: Purpose – The purpose of this paper is to provide an understanding of the major critical success factors involved in knowledge acquisition from an aging oil and gas workforce by outsourced service providers and find the outcome. In addition, the authors are also interested in finding out the outcome for the client and the service provider by following these critical success factors.Design/methodology/approach – The authors shortlisted two outsourced firms for studying, primarily because they deliver lots of service support work to oil and gas firms. For the exploratory nature of this case study, a structured, open‐ended interview was conducted. Through face‐to‐face interviews with 12 senior managers, primary data were collected. Upon content analysis of data collected, the framework was evaluated.Findings – The results of this study indicate that both client and service providers can benefit by following major critical success factors for knowledge acquisition. From the open‐ended interview with the two c...

A scale for measuring the applicability of lean practices in IT support services

Abstract: Purpose – The purpose of this paper is to present research that was conducted with an objective to conceptualize and develop an instrument for the measurement of the perception of IT support service practitioners about the applicability of lean concepts in IT support services. Design/methodology/approach – Scale items were identified from current literature and the survey instrument was used to collect data from IT support service practitioners. The constructs’ measurement models were tested and the scale was validated by using statistical tools. Findings – The results of the study indicate that the operational measures developed here satisfy the criteria for unidimensionality, reliability and validity. Research limitations/implications – While selecting and excluding measurement items for the survey, the researchers have followed established principles of survey research; but it may have been affected by the personal bias of the author. The sample for the survey was drawn from IT support service companie...

Lean services: a systematic review

Abstract: Purpose The purpose of this paper is to highlight the importance of Lean methodology through an exhaustive literature review, and its implications and application in the service industry right from its initiation in 1990s till date. Design/methodology/approach The paper summarises the evolution of Lean in services and has systematically classified the reviewed literature in four dimensions, namely time, publisher, region and content. Further under “time” dimension, the literature is classified into Pre-Lean era, Lean awareness era, Lean Exploration era and Lean implementation era. Under the “content” dimension, the categories include theoretical foundation, frameworks/models and application/case studies. Findings The analysis inferred; Lean is gaining roads in services, though the research is still at nascent stage. Lean is applicable in services though transfer of Lean manufacturing principles to services has certain limitations because of the characteristics of services. The need is to focus on process difference between services and manufacturing. Respect for people and employment engagement is critical to Lean in service. The authors identified the necessity to standardise the Lean service definition, principles, and tools and to develop guidelines for structured implementation in service industry. Research limitations/implications Though multiple databases have been taken-up but that does not assume that the literature presented in this paper is by any means comprehensive. Development of a standard model/framework for Lean services is critical for future research. Rigorous industry-specific studies, specifically in developing nations are another area for future research. Future studies could analyse the impact of join applications and possible links between Lean service and other approaches like TQM, Six Sigma, etc., with an aim of process improvement. Practical implications This paper would serve as a resource for Lean practitioners as well as researchers as a fundamental platform, contributing to Lean body of knowledge. Social implications Service industry has special significance to the society in large. Many services including governments, public interest services, non-profit organisations, healthcare, banking, consulting, etc., has a significant share across markets. Lean being a proven methodology for successful process improvements has to be looked at from a services perspective. This paper helps in such interest. Originality/value Publications reviewing the adoption of Lean in services is scarce in literature. This paper serves as an excellent resource for research on the subject and will facilitate academicians and practitioners to objectively understand Lean in service sector.

Organizational and behavioral factors that influence knowledge retention

Abstract: Purpose – The purpose of this article is to identify and explore the organizational and behavioral factors that influence knowledge retention, specifically in the tacit knowledge sphere.Design/methodology/approach – A multidisciplinary approach focusing on knowledge management and organizational behavior was followed to develop a theoretical model that identifies the organizational and behavioral factors to be considered when addressing the issues relating to knowledge loss. A quantitative empirical research paradigm using the survey method was adopted to determine the organizational and behavioral factors that impact on knowledge retention. The survey was conducted electronically and on paper in the water supply industry. The exploratory principal component factor analysis technique (PCFA technique) was used to explore the factor structure underlying the variables. The theoretical model was compared with the newly proposed factor model to determine similarities and differences.Findings – Nine key factors...

A model of critical success factors for software projects

Abstract: Purpose – Existing models of critical success factors of software projects have less concentration on communication, team, project management and product related factors. Hence, the purpose of this paper is to develop a conceptual model of critical success factors (CSFs) for software development projects, categorize the success factors, finding the factors in each category and highlighting the product, team, project management and communication factors as important categories of success factors for software projects.Design/methodology/approach – A conceptual model and seven categories of success factors comprising a total of 80 success factors for software development projects were identified based on the thorough literature review. These 80 factors are collected based on their importance to software projects and their repeated occurrence in the literature related to CSFs. Based on the occurrence of the success factor in the literature, each category comprising top five success factors are identified as c...

A multi‐disciplinary profile of IS/IT outsourcing research

Abstract: Purpose – In recent years a large number of studies have appeared on information systems (IS)/information technology (IT) outsourcing related issues but scattered in a number of distantly related publishing outlets which may hamper the use of such published resources and repetition of research conducted by various researchers. The purpose of this paper is to conduct a systematic survey of the literature pertaining to research on IS/IT outsourcing.Design/methodology/approach – The research aim was accomplished by extracting information on a number of relevant variables by conducting a review of 315 articles on IS/IT outsourcing published between 1992 and 2008.Findings – The analysis is presented by listing and illustrating subject category, journals, year of publications and country, frequently published authors, productive institutions, the trend of collaborative nature (co‐author analysis) of research, the impact/influence of published research; topics/research issues and utilised methods, and the challe...