Malaysia IT outsourcing industry: practices, models, trends and challenges from a case of an offshore global service provider

摘要

Malaysia IT outsourcing (ITO) practices have been around after the Kodak effect but was not widely publicize until massive public sector computerization projects and automation of financial systems after Asian financial crisis 1997. Thus, many service providers, including world-class firms, providing ITO business models can be found operating in Malaysia. ITO models evolve from traditional to innovation phase in 2010 onwards. One of the innovation models in Malaysia is the global offshore service delivery model which is based on four pillars, namely: Experience Leadership; Global Best Practice; Human Capital; Domain Knowledge. To be able to compete globally, Malaysia equipped its companies with higher capabilities and competencies via international certifications and continuous skill developments. Several advantages proposed by Malaysia include: economic stability, political stability, multi-lingu world-class infrastructure, affordable lifestyle, value propositions and many others. In this paper, we present the detaile views of a senior executive management on two open-ended in-depth interviews and one CEO roundtable discussion.