MIS PROJECT ORGANISATION
9.1 Introduction
For successful implementation of MIS in UPID, it is required to identify and develop a suitable organisational structure for the MIS organisation. MIS organisation is responsible for planning, design, realisation, implementation, exploitation and evaluation of one or more information systems in such a way that the requirements of stakeholders are met. The organisational unit of MIS go through following phases:
?? Planning addresses the needs of the user organisation and the way in which the MIS organisation can meet those needs. In this phase the requirements imposed on MIS are defined, and funding for realizing MIS is made available.
?? Design addresses the composition of a blueprint for MIS that meets the requirements defined in the planning. The blueprint describes the structure of the organisational unit (which is a part of MIS) and its processes.
?? Realisation addresses the elaboration of the MIS processes and the formulation of corresponding procedures. This phase also includes the recruitment of personnel and acquisition of equipments needed for setting up MIS.
?? Implementation addresses the assignment of tasks and responsibilities of MIS employees. Assignment of these tasks to external parties is also possible (Outsourcing).
?? Exploitations addresses the organisational unit of MIS at work, that is, doing the planning, design, realisation, implementation, exploitation and evaluation of the information system MIS is responsible for. The stakeholders define the requirements for the information system, and they evaluate whether the information systems do comply with requirements.
?? Evaluation addresses the monitoring of MIS to evaluate whether MIS works conform the requirements defined in planning phase. This phase does not address the evaluation of information systems, but the evaluation of Organisational unit of MIS that manages the system.
This chapter details the structure for proposed MIS organisation for UPID and composition of each component of this structure. An effective project organisation is a prerequisite for the successful implementation of MIS. The members of organisation play most important role in these kinds of projects. Active participation of management and staff in implementation ensures their commitment for the change and enhances teamwork, knowledge and skill transfer. In subsequent sections, the team that exist in UPID and which are relevant to proposed MIS organisation are also
identified. High-level assessment of the existing system that includes Information Systems (IS) and Information Technology (IT) is covered under Appendix D of Final Report. The strategy for outsourcing in UPID is also discussed in detail.
9.2 MIS Project Organisation
The proposed structure for MIS project Organisation is designed to carry out proper and successful implementation of MIS in UPID. This structure will be valid for interim period as well as post implementation except for MIS implementing team. This team will remain for interim period. After successful implementation of MIS, this team will be suitably merged with other teams under MIS organisation, if required. Different components constituting the MIS organisation are as detailed below.
9.2.1 Steering Committee
Involvement of top management in change initiatives for organisation is key for success of MIS implementation. It is recommended that a Steering Committee should be formed to decide and vet policies for MIS, take important decisions and assess overall performance of MIS. The Executive committee, chief information officer and systems managers would update the steering committee on the different issues and progress of the Information System Department (ISD).
A Steering committee to monitor progress of UPWSRP already exists under the chairmanship of Chief Secretary, GoUP. MIS being a part of UPWSRP, this steering committee can continue as proposed above.
The key responsibilities of the Steering Committee will be:
?? To monitor the progress on implementation of the MIS strategy and initiate corrective actions, if required
?? To resolve priority conflicts/outstanding MIS issues
?? To provide guidance and directions to MIS project teams on key policy issues
?? To review and assess overall performance of MIS
9.2.2 Executive Committee
To execute and implement the decisions on policies made by Steering Committee across the UPID, an Executive Committee should be formed. As an Executive Committee under the chairmanship of Principal Secretary Irrigation, GoUP is already functioning for UPWSRP, the same Committee is also proposed as the Executive Committee for the proposed MIS.
?? Follow the Policies and directives issued by Steering Committee
?? Implement the decisions of Steering Committee
?? Approval of Budget for MIS
?? Re-appropriation of Budget Heads as and when required for the effective functioning of the MIS
?? Monitoring and Evaluation of MIS organisation
?? Granting financial approvals for various MIS related procurements
?? Monitoring the progress made by MIS project implementation teams
9.2.3 MIS Project Implementation Teams
The main objective of Implementation teams will be to ensure and facilitate successful implementation of MIS Project in UPID. MIS Evaluation committee, Coordination team, MIS cells at central and regional levels of UPID and consultants are different components of implementation teams and together will be responsible for implementation of the MIS Project.
9.2.3.1 MIS Evaluation Committee
To ensure adequate evaluation, review and monitoring of this project, an MIS Evaluation Committee has been constituted by UPID, which will review the progress and provide necessary advice to the consultants. This will be the top body in implementing MIS in UPID in the hierarchy of MIS Project organisation.
i. Structure of MIS Evaluation Committee
The composition of the committee is as under:
a. Chairman (PACT) Chairman b. Engineer-in-Chief & H.O.D UPID Member c. Engineer-in-Chief (Design & Planning) Member d. Engineer-in-Chief (Mechanical) Member e. Chief Engineer (Planning) Member f. Chief Engineer (PACT) Member g. MIS In charge (PACT) Secretary h. NIC Representative Special Invitee
The Chairman can co-opt any other specialist member/members, if he finds it necessary.
ii. Responsibilities of MIS Evaluation Committee
The responsibilities of the personnel in the committee are detailed below:
?? Evaluation of progress made by different teams like consultant’s team, vendors etc
?? Monitoring and Review of project progress time to time
?? To resolve priority conflicts/outstanding issues
?? To provide necessary advice and initiate corrective actions, if required
9.2.3.2 MIS Coordination Team
To ensure that all functioning and requirements of the department has been covered, Coordination team has been constituted by UPID. This team consists of experts drawn from different functional areas. Responsibilit y of this team will be to provide necessary inputs required for development of MIS.
i. Structure of MIS Coordination Team
The MIS Coordination team will consists nominated officials of UPID for following functions/activity
a. Team Leader b. Team Coordinator
c. Coordinators for Executive Functions
d. Coordinators for Financial Management Functions e. Coordinators for Technical Functions
ii. Responsibilities of MIS Coordination Team
Responsibility of this team will be to provide necessary inputs required for development of MIS. Some of these are:
?? To work as interface between Consultants and UPID for various issues related to MIS implementation
?? To provide input to consultant for ongoing activities and ‘as is process’ for different functions
?? To provide user requirements to software application development vendors for different functions of UPID
?? Collection of data required to be entered into the software application system
?? User Acceptance testing of application software etc.
?? To provide any other MIS related input as required from UPID by Consultants/Vendors
9.2.3.3 MIS Cells and Consultants
UPID has constituted a Central MIS cell and ten regional MIS cells. These cells form a part implementation team and will be responsible for implementing MIS all across UPID.
UPID with the help of MIS cells and other units will play a pivotal role by helping the consultants in conceptualising the MIS strategy, assisting in developing the implementation plan, taking care of change management activities, coordinating training for UPID, transition management from manual to automated system and various other activities impacting implementation. UPID will also be responsible for coordinating any outsourced activities.
i. Structure
The regional MIS cells formed by UPID have expert drawn from all ranks i.e. one SE, EE, AE and one JE. The team will take up the responsibilities identified for different roles of ISD to ensure smooth and successful implementation of MIS. The responsibilities are as follows:
a. Responsibilities of UPID
Following are the responsibilities of UPID for MIS project implementation.
?? Coordination for outsourced services like procurement of hardware, software and networking instruments, their installation, testing, operation and maintenance etc
?? Undertake change management initiative as per change management plan
?? Coordination of training for UPID
?? Undertake transition management from manual to automated system
?? Aid in preparation of data as per required format
?? To fulfil the ownership role
Beside above, UPID implementation team should also be responsible to facilitate all the activities performed by consultants/vendors
b. Responsibilities of Consultants
Following are the responsibilities associated with consultants in implementation team for MIS project implementation.
?? Provide expert advice and supervision as and when needed towards acquisition, installation and testing of all hardware and networking equipments
?? Undertake the change management initiative and its implementation as per the plan
?? Expert advice and supervision of Systems implementation and testing
?? Expert advice and supervision during systems in parallel run
?? Expert advice and supervision to make systems fully operational
?? Expert advice and supervision for system in operations and maintenance training
?? Provide full system support for one year’s operation cycle in the new systems.
?? Develop handing over procedures and implement hand-over to client staff
?? Oversee final user sign off – for completion of hand-over
9.2.4 Information Systems Department (ISD)
The management of information systems in UPID will experience a transition from manual processing to transaction orientation and application processing and using information as a strategic resource with an expanded role. Successful implementation, subsequent operation and maintenance of the enterprise wide integrated application systems necessitate that data or information should be managed as department ‘resource’ as opposed to being “owned” by users. Moreover, the high level of interaction and dependencies between computers, communications, office automation and technology make it imperative that these resources be managed as a single organisational function. This sub-section outlines the structure for the proposed ISD. The existing set-up of ISD in UPID is not organised and depends upon the initiatives of individuals. Proposed ISD covers the organisation structure that is appropriate for the interim period while the proposed MIS is being implemented, and also for the long term, once the proposed systems have been implemented.
9.2.4.1 Approach
The structure and strength of the proposed ISD has been determined based on the internal resources required for the following:
?? Implementation of the MIS
?? On-going support and maintenance of the systems, once implemented
?? Implementation of new systems once the plan has been successfully implemented.
?? Monitoring and control of IS activities
The proposed ISD is driven by the following principles:
?? High quality IS staff should be developed, contracted or recruited to support ongoing maintenance and enhancement of the systems.
?? Need for a lean, highly competent and responsive ISD.
The above-mentioned principles will have the following implications:
?? ISD will not be staffed for peak requirement.
?? Management and staff skills will be upgraded, as required.
?? External systems professional will be used for major projects, as and when required on contractual basis. This is discussed in more detail under Outsourcing (Section 9.3)
?? System personnel would be required to assist in system administration, to minimise the number of computer operators required.
9.2.4.2 Proposed Structure for ISD
The proposed ISD structure for UPID is designed to support the implementation of Information Systems and Technology Plan and ongoing maintenance and enhancement of the systems, once implemented.
It is proposed that the ISD team should have Systems Managers responsible for the activities of the different groups in department. Apart from System Managers, for different groups of ISD i.e. System Support, Database Administration, Network Management, Operations and Facilities Management, Mailing & Messaging Management and CAD & GIS Management, UPID should ensure that these groups have qualified members in it to perform the tasks efficiently. However qualification required depends upon the technologies being used, which will be finalised in subsequent phases. A detailed list for qualifications required for different roles will be provided then. The proposed organisation structure for UPID’s ISD is depicted in Exhibit 9.1. In the proposed structure for ISD different roles and responsibilities attached with those roles are identified and depending upon the requirement and situation, one or more roles can be looked after by a single person.
Trainings, as identified under section 6.1.8.5 of this report, should be imparted to ISD personnel to cater to the responsibilities associated with different roles of ISD as identified below.
Exhibit 9.1
Proposed Organisation Structure for UPID’s ISD
Chief Information Officer
Systems Manager (Application Support) Systems Manager (Operations) Application Systems Support Group Database Administratio n Group Network Management Group Operations & Facilities Management Group HELP-DESK END-USERS Systems Manager (Database Admin.) Systems Manager (Network Management) Systems Manager (Mailing & Messaging) Mailing & Messaging Management Group Systems Manager (CAD & GIS)
CAD & GIS Applications Management
Group
9.2.4.3 Responsibilities associated with different roles in ISD
i. Chief Information Officer (CIO)
The CIO will be positioned at E-in-C office of UPID. The responsibilities of the CIO in the ISD are detailed below:
?? Strategy and Planning
?? Finding and motivating the right staff
?? Selecting and managing the vendors
?? Getting support of various internal branches and groups
?? To ensure successful implementation of the Information Systems and Technology Plan
?? To update higher management on the progress of implementation
?? To review the IS, IT and implementation strategy every year and update if required
?? To liase with other department personnel, external consultants and key vendors
?? To do overall administration of ISD
?? To formulate standard and policies for ISD
?? To ensure that quality in implementing the strategies is being adequately maintained
?? To arrange for the required (internal/external) manpower
?? To prepare annual information systems budget
?? To co-ordinate recruitment, training and development on computer hardware and software
?? To respond to queries and problems of other departments that are related to hardware or software
Qualification/ Experience
BE/ B.Tech minimum 7– 9 years of IT related experience. This role is recommended be assigned to a Superintending Engineer or as decided by the department.
ii. Systems Manager
Systems Managers are in charge of the different groups such as Database Administration, User Support/Application Systems, Network Administration, Operations and Facilities Management and Mailing & Messaging Management group. These will also be pos itioned at E-in-C office/ Data Centre of UPID. Responsibilities associated with the role of systems managers of different groups are as below:
?? Ensure successful implementation/maintenance of the relevant functions
?? Report to CIO on the progress of implementation
?? Maintain the implemented relevant systems
?? Ensuring performance in the delivery of IT support to users
?? Coordinating with vendors/outsourced agencies which are providing warranty support
Qualification/ Experience
BE/ B.Tech minimum 4– 6 years of IT related experience. UPID need not have single managers for each group. One or more groups can be assigned to a single manager. During the initial stages of implementation, the role of systems managers may not be required. The systems managers will be needed as and when the requirements and the dependence of UPID on the computerised MIS increase. This role is recommended be assigned to an Executive Engineer or as decided by the department.
9.2.4.4 Responsibilities associated with different groups in ISD
i. Application Systems Support Group
?? Liaison with external consultants during acceptance testing and implementation of the systems
?? Assist in the software development
?? Assisting end users in preparing test data
?? Managing the parallel runs during implementation of the new application systems
?? Maintaining and support implemented applications
?? To maintain and support applications
?? To co-ordinate with package vendors in installing upgrades of package
?? To monitor conformance to departmental policies and quality standards
?? Solving end users problems
Qualification/ Experience
BE/ B.Tech preferably computer science or MCA with minimum 2-3 years of software development. This group will be formed at the commencement of the Application Development with 1 personnel (preferable Assistant Engineer) and can be increased as per the requirement.
ii. Database Management Group
This group is in charge of database administration and maintenance and also system administration Activities, Key responsibilities are
?? System start-up and shut down
?? On-line system operation
?? Peripheral operation
?? Recovery/restart of database
?? Schedule normal and special batch jobs.
?? Setting up of database system
?? Starting and shutting down the database system
?? Table-space administration
?? Database reorganisation
?? Exporting and importing database objects
?? Changing storage parameters
?? Backing up the database
?? Archive the off-line Redo Logs
Qualification/ Experience
BE/B.Tech preferably computer science or MCA with minimum 1-2 years of database administration experience. This group will be formed at the commencement of the Application Development with 1 personnel (preferable Assistant Engineer) and can be increased as per the requirement.
iii. Network Management Group
Efficient management of network management group is of utmost importance as networking is the backbone of the system architecture. The responsibilities of network management will include:
?? Control and Diagnostics - namely identification of all network problems including breakdowns, traffic overloads, etc
?? Network Administration - namely determining who and how many users should have access to the network, resolving network related issues, maintaining Firewall according to the UPID guidelines and maintaining appropriate security controls
?? Network Configuration Management – namely managing the actual layout of the network and monitoring its usage pattern. Network management group will also be responsible for changes in data communication requirements within UPID
?? Performance Monitoring – namely constant monitoring of network usage to maximise performance benefits
Qualification/ Experience
BE/ B.Tech preferably electronics and communication with minimum 1-2 years of network administration experience. This group will be formed at the commencement of the Networking related activities of the project with 2 persons (preferably Assistant Engineer) and can be increased as per the requirement.
iv. Operations and Facilities Management Group
Successful implementation of information systems requires that operations are streamlined and the facilities needed to support them are well planned and managed.
The major functions of this unit will be:
?? Ensuring that the hardware is working satisfactorily
?? Coordination with vendors for supports and other issues.
?? Desktop management and day to day activities like installation of desktop software
?? Ensuring that ISD is equipped with adequate stationary (including pre-printed stationary) for bulk printing, magnetic media and other items and raising demand request for the same
?? Liaison for insurance and Annual Maintenance Contract (AMC) for hardware and software
?? Maintaining log of downtime of equipment
?? Peripheral operation and maintenance
?? Ensuring Systems back up at intervals
Qualification/ Experience
?? BE/ B.Tech preferably computer science or MCA with minimum 1-2 years of database administration experience.
?? Diploma in computer science with minimum 2-3 years of software support/facilities management experience.
This group will be formed at the commencement of the IT related activities of the project with 2 persons (preferably 1 Assistant Engineer and 1 Junior Engineer) and can be increased as per the requirement.
v. Mailing and messaging management Group
Mailing and messaging system will be one of the most important component for MIS implementation in UPID. Administering mailing and messaging servers is one of the most critical tasks. Administrators are responsible for the following activities:
?? Starting and shutting down the mailing and messaging server
?? Running, monitoring, and troubleshooting mailing and messaging servers and optimising its performance.
?? Configuring the settings on the mailing and messaging server, compacting databases, fixing corrupted databases, and enabling the server to run at maximum efficiency.
?? Monitoring the log and statistics of mailing and messaging databases
?? Reinstallation and setting up of mailing and messaging servers
?? User Management including creating a new user, installation of mailing and messaging client software, renaming users, deleting users, moving users in the organisational hierarchy, moving a users mail file, managing the public address book, create and update person records, groups, and the documents related to servers in the public address book
?? Configuring, monitoring, and troubleshooting replication and mail routing and configure mail archive settings.
?? Setting up and maintaining shared mail, scheduling and configuring replication, setting up mail thresholds, rerouting dead mails and setting up replication access levels among servers
?? Setting up and monitoring scheduling, free time lookups and the resource reservations database to enable calendaring and scheduling at an organisational level
?? Backing up databases and files on the server and client machines and restoring the mailing and messaging server and client software whenever required
Qualification/ Experience
BE/ B.Tech preferably computer science or MCA with minimum 1-2 years of Mail and Messaging Administration. This group will be formed at the commencement of the Mail and Messaging System with 2 personnel (preferably Assistant Engineer) and can be increased as per the requirement.
vi. CAD and GIS Application Management Group
Following responsibilities will be associated with the group for management of specialised design function i.e. CAD and GIS.
CAD
?? Liasion with implementation team to make sure that the final installation meets their requirements
?? Ensuring proper access of some of the system equipment (such as the computer and storage devices) by relevant support group only
?? Ensuring proper system installation and aid implementation team during acceptance testing
?? Ensuring customisation of macros and links to other systems
?? Testing of computer-based product information to transit between different stages of the design engineering and manufacturing engineering process if required
?? Dealing with library parts or other standard information, removing the risk of duplicating graphic information on CAD
?? Reviewing changes, and establishing its impact on CAD data
?? Approving execution of change
?? Changing data at the highest level, progressively increasing the level of detail
?? Identifying all affected released documents and transmitting data files that require modification
?? Scheduling and performing the changes to all derived data
GIS
?? To liase with implementation team during acceptance testing and implementation of GIS applications
?? Assist end users in preparing and verifying GIS data
?? Manage the parallel runs during implementation of the new application systems
?? To maintain and support GIS applications (implementing minor changes to existing applications)
?? To co-ordinate with package vendors in installing upgrades of GIS packages
?? To monitor conformance to departmental and quality standards and policies
?? Assisting custom formatting of graphical features and the data reports, for printing purposes
?? Compiling an inventory of existing data and resources and priorities for implementation set
?? Designing and organising data by establishing structure within and among data sets that will facilitate their storage, retrieval and manipulation
?? Formalising procedures that will be required for GIS data acquisition and quality assurance and quality control (QA/QC)
?? Preparing and maintaining data set documentation protocols, including the adoption or creation of metadata content standards and procedure for recording metadata
?? Solving end users problems
Qualification/ Experience
BE/ B.Tech preferably civil engineer with minimum 1-2 years of designing and GIS experience. This group will be formed at the commencement of the CAD/GIS with 2 (1 for CAD and 1 for GIS) personnel (preferably Assistant Engineer) and can be increased as per the requirement.
vii. Help-Desk
Successful assimilation of computerised MIS in UPID primarily rests on whole-hearted acceptance of MIS by employees of UPID. This can be achieved only when there is a group, which will always be there to sort out problems faced by users of MIS and will act as frontline support. In present scenario, role of the mentioned group will be played by Help-Desk. In addition to reporting problems through telephone
calls or manually, there will be a web-enabled defect logging system which will act as a communicating medium between the Help-desk and the end users. This defect logging system will keep a record of status of the problem logged i.e. the support group assigned to solve the problem, whether a problem has been solved or it is pending. Major functions of Help-Desk will be as follows
?? Act as single focal point for reporting problems faced by the end users and providing a solution for the same
?? Assigning the problems logged by Users to appropriate group
?? Liaison between users and various groups for resolving the problems
?? Monitoring the progress made by different support group in resolving a particular user problem
?? Maintenance of status of problems encountered in defect logging system
Activities of these groups shall be co-ordinated by chief information officer and shall be assisted by various systems managers and their teams.
9.2.4.5 Role of End Users
The role of end user will be as per their work assignment. However,it shall also depend upon the following factors:
?? IT awareness of staff
?? Application complexity
?? Criticality of tasks to be performed through the Information System
In case of UPID, it is envisaged that the end users would be trained to become conversant with the application operations. These would include training not only on developed application for UPID but will also include training on different software packages required for their working.
9.3 Outsourcing
Outsourcing is getting work done for a department/company by people other than the department’s/company's full-time employees. Points mentioned below highlights advantages and disadvantages of outsourcing.
c. Advantages for Outsourcing
?? Retention of IT Staff of the vendor
?? Expertise in managing IT staff
?? Greater capacity available on demand
?? More current knowledge of IT
?? Save Costs in some aspects
d. Disadvantages for Outsourcing
?? Loss of control
?? Reliance on vendors
?? Considerations about security/confidentiality
?? Under utilization of employees potential
?? High switching costs
?? Contracts may not anticipate new technology
9.3.1 Factors for Outsourcing
The factors on which outsourcing depends are as follows:
?? Technological considerations
?? Cost Savings
?? Strategic considerations (infrastructure building - quickly)
?? Human resource considerations
?? Mandated by central office/acquired by another organisation
?? Consolidate data centres
?? Efficiency
?? Cash infusion
9.3.2 Outsourcing Strategy
Based on the factors mentioned above following outsourcing strategy can be adopted.
?? Outsourcing can be full or selective
?? “Best of Breed” i.e. using several providers for their differing strengths
?? Not focussing solely on price
?? Using short term supplier contracts
?? Evaluation of organisations abilities
?? Choosing an outsourcer with complementary abilities
?? Thinking about the cultural fit as well as Outsourcer’s technical expertise
?? Not outsourcing the critical functions
9.3.2.1 Service Level Agreement
Service Level Agreement (SLA) between UPID and outsourcing vendors, will define the nature of the service provided and service levels. The agreement shall clearly mention measures for performance and consequences for failure. SLA shall be measured against the agreed level of service.
The purpose of SLA is as follows:
?? To help identify, track and resolve dependencies between UPID and the various vendors
?? To optimise the time and effort taken for provision of the various services
The services provided by vendor could be either in terms of providing services for a request or for fixing a failure. For serving a request, the SLA is defined in terms of the notice period required and the average effort required to complete the request. Both the notice period given and the average effort needs to be tracked.
The methods of supporting the SLA should be discussed and possibly identified during contract negotiation. It is important that both parties understand the processes and methods of support as well as the management and reporting tools.
The people involved in managing the process must also manage the technologies and understand the importance of reporting and monitoring the entire system. The vendor shall typically service the requests in a prioritized manner; the originator of the request may provide inputs indicating the urgency and the critical dependency of the request to enable efficient service levels.
UPID evaluator alone cannot determine the appropriate details for the SLA. The outsourcing vendor’s industry experience and UPID management capabilities will provide required information and guidance. Service level agreement shall address following factors:
1. Scope of Work and services
2. Performance, Tracking and Reporting 3. Problem Management
5. Warranties and Remedies 6. Security
7. Intellectual Property Rights and Confidential Information 8. Legal Compliance and Resolution of Disputes
9. Termination 10. Schedules
Conclusion:
Different components constituting MIS organisation for UPID proposed above including the structure for ISD is valid during the implementation of MIS in UPID as well as once MIS is implemented. It is recommended that UPID start the planning for establishing these groups. The formation of the groups will be according to the requirements of the implementation schedule.
MIS Project organisation ... 1
9.1 Introduction... 1
9.2 MIS Project Organisation ... 2
9.2.1 Steering Committee... 2
9.2.2 Executive Committee... 2
9.2.3 MIS Project Implementation Teams ... 3
9.2.3.1 MIS Evaluation Committee ... 3
9.2.3.2 MIS Coordination Team ... 4
9.2.3.3 MIS Cells and Consultants... 5
9.2.4 Information Systems Department (ISD)... 6
9.2.4.1 Approach... 6
9.2.4.2 Proposed Structure for ISD ... 7
9.2.4.3 Responsibilities associated with different roles in ISD ... 8
9.2.4.4 Responsibilities associated with different groups in ISD ... 10
9.2.4.5 Role of End Users ... 16
9.3 Outsourcing... 16
9.3.1 Factors for Outsourcing ... 17
9.3.2 Outsourcing Strategy... 17