Case Study: IT outsourcing at Old Mutual

Title
IT outsourcing at Old Mutual 

Author
Beswick, C; Duffy, N 

Pages
23 

Product Type
 

Reference #
903-036-1 

Teaching Note
 

Institute
Wits Business School, University of the Witwatersrand 

Setting
South Africa 

Year
2003 

Keywords
IT outsourcing implementation



Summary/
Abstract
It was almost three years since the South African subsidiary of the London-listed financial services organisation, Old Mutual (OMSA), had signed an information technology infrastructure outsource contract with Computer Sciences Corporation (CSC). Thus far, the contract had worked out well for both companies and the relationship between them was good, but the two groups were about to enter a new phase in the agreement. OMSA was CSC's first outsourcing contract in South Africa. The focus during the first three years had been on establishing the relationship between the two companies and bedding down systems and procedures. CSC had consciously not looked for new business, so that its attention would not be divided. Now the organisation wanted to expand and take on other clients. In fact, CSC had just signed a contract with a large retail organisation, which it would service using the infrastructure it had taken over from OMSA. As Doreen Buultjens, head of group technology services at OMSA, considered these developments, she was concerned that until now, CSC had delivered the required service levels only because OMSA had been its exclusive focus in South Africa. Would she have to change the way in which the contract was managed, or could it continue as it

 

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