Abstract:
The pervasive adoption of outsourced information technology (IT) services has made the multi-billion
dollar information technology outsourcing industry become important to individual organizations and
governments as well. IT offshoring elevates the importance of country destination where services are
outsourced to with increasing attention shifting to offshore destinations in Africa. African countries are
emerging as offshore destinations because they are regarded as low cost regions, while the traditional
‘captive’ destinations such as India and China are becoming middle income and thus with increasing
cost levels. To examine the influence of organization capability and national cultures in offshoring
success, a case study was used and theoretical thematic analysis employed. From the analysis, this
study recommends a framework dubbed the renewal, credibility and sensitivity (RCS) framework. The
critical dimensions revolve around the need for Business Process Outsourcing (BPO) firms to enhance
their capabilities through organizational renewal; countries to enhance their competitiveness through
development of their national credibility; while global stakeholders should recognize that there is a
need for development of intercultural competence, not only from vendor perspectives, but also from
client organizations. The framework recognizes that the key drivers that underlie the development of
offshoring success include the need to build organizational capability, positive convergence of country
factor conditions and enhancing intercultural competence.
