Reengineering of offshored IT helpdesk operational model for transitional optimisation

Damian Kedziora, Andrzej Kraslawski, Timo Kärri

Research output: Contribution to journalArticleScientificpeer-review

2 Citations (Scopus)


The dynamic development of service offshoring industry can lately be observed in Central and Eastern Europe, aligned with the global corporate hunt for service improvement and optimisation of delivery costs. Organisational changes, implemented through a transition project are always associated with numerous challenges the industry's managerial community needs to struggle with. The paper presents the collection and classification of the most common problems affecting international service transfers and introduces the case study conducted in the design phase of a transition project. The reengineering of an offshored IT helpdesk's operational model, aiming for key performance indicator's improvement and team work facilitation was performed with the application of various problem solving and service enhancement methods, including the newly proposed SOLVE method for future advancement of creative solution reaching process.
Original languageEnglish
Peer-reviewed scientific journalInternational Journal of Management and Decision Making
Issue number4
Pages (from-to)375-406
Publication statusPublished - 2017
MoE publication typeA1 Journal article - refereed


  • 512 Business and Management
  • offshoring
  • service
  • operations
  • project
  • reengineering
  • transition
  • model
  • optimisation
  • problem
  • solving

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoHP: Humanitarian and societal logistics


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