Table 4 Contextual factors and their influence on the ES life cycle during initial sourcing
Contextual factors | Influence on the ES life cycle |
|---|---|
IT affinity Distinct business goals IT division capacities IT-procurement policies UI-based configuration Complexity | Event: Single-handed rollout of RightNow by the CS division (no cross-functional alignment or consulting IT expertise) Result: Configuration was problematic and required considerable time Experience: Underestimated configuration effort (time, complexity) |
IT affinity UI-based configuration Cost pressure | Event: Signing a contract without premium support level Result: Poor customer support during configuration and rollout, unexpected additional cost for support Experience: Underestimated configuration effort (required support) |
Self-service acquisition Complexity | Event: Requirements evaluation conducted by CS division Result: Unfulfilled requirements Experience: Lack of rigor in self-service requirement evaluation |