1. CGEY Olayele Adelakun (Ph.D) Assistant Professor CTI DePaul University, Chicago, IL Email : yele@cs.depaul.edu Web: http://facweb.cs.depaul.edu/yelehttp://facweb.cs.depaul.edu/yele

2. CGEY Analyzes of the Survey Result Main FactorNo.Sub factorsAllSn. Man. Man. Organization and people Factor (OP) OP1TMN/OS main focus is to provide operational efficiency to its’ client in application management services (AMS) 2.642.52.71 OP2TMN/OS main focus is to provide superior customer services beyond traditional operational efficiency in AMS. 333 OP3TMN/OS management is expected and appropriately equipped to use the current internal strengths to obtain new potential AMS. 2.332.752.13 OP4In my opinion TMN/OS is adequately prepared to compete in the outsourcing (AMS) environment. 2.422.752.25 OP5TMN/OS could be competitive in the AMS outsourcing business environment by just focusing only on operational efficiency/excellence. 1.671.751.63 OP6TMN/OS could be competitive by just focusing only on customer relationship beyond traditional AMS operational efficiency 2.2522.38 OP7TMN/OS management has a good understanding of the client organization’s culture. 33.252.88 OP8TMN/OS/OS provides a clear career paths for me2.2222.33 SA=4; A=3; D=2; SA=1, NA=0 Significant differences Interesting finding

3. CGEY Analyzes of the Survey Result Main FactorNo.Sub factorsAllSn. Man. Man. Technical Infrastructure (TI) TI1TMN/OS workers have up to date technical skills33.82.5 TI2TMN/OS Managers have adequate and competitive software development Project Management skills and tools 333 TI3Technical control processes such as version control, configuration control, etc. are in place 2.83.52.4 TI4TMN/OS methodology is as good as the industry standard 2.83.72.4 TI5TMN/OS has obtained Industry recognized process standards (e.g. CMMI) 22.31.9 TI6TMN/OS does not need to be process certified to be competitive in the AMS outsourcing environment 22.331.88 TI7TMN/OS has excellent internal operational applications (e.g. CRM, SCM, etc) 2.12.32 SA=4; A=3; D=2; SA=1, NA=0 Significant differences Interesting finding

4. CGEY Analyzes of the Survey Result Main FactorNo.Sub factorsAllSn. Man. Man. Client Interface (CI) CI1Client contact point is knowledgeable of client needs and knows technology well enough to communicate the requirements 3.183.333.13 CI2Trusting relationship exists between client and TMN/OS across several management levels 2.732.6 CI3Problem resolution process is in place with the client2.93 CI4Travel between client and TMN/OS locations is relatively easy, fast, and inexpensive 2.62.82.6 SA=4; A=3; D=2; SA=1, NA=0 Significant differences Interesting finding

5. CGEY DISCUSSION What next? Action plan