ABSTRACT
Outsourcing can be one of the most powerful weapons in the modern IT manager’s arsenal, but it is also one of the most misunderstood, and — if not managed properly — one of the riskiest. In part, the risk is incurred because IT becomes a customer as well as a supplier of services and depends on another company to deliver services that IT once provided directly to its customers. Much of the risk can be mitigated by employing Six Sigma tools and concepts; however, it is first necessary to define outsourcing.
