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ERIC Number: EJ1136235
Record Type: Journal
Publication Date: 2016-Mar
Pages: 10
Abstractor: As Provided
ISSN: EISSN-1545-679X
Black Box Thinking: Analysis of a Service Outsourcing Case in Insurance
Witman, Paul D.; Njunge, Christopher
Information Systems Education Journal, v14 n2 p4-13 Mar 2016
Often, users of information systems (both automated and manual) must analyze those systems in a "black box" fashion, without being able to see the internals of how the system is supposed to work. In this case of business process outsourcing, an insurance industry customer encounters an ongoing stream of customer service issues, with both the original provider and outsourcing organization. To understand and validate what is happening with his account, the insurance customer (Edward) and his representative (Penny) must deduce the operations, business rules, and data flows of the organizations. Most importantly, have the operations of these organizations released anyone's data inappropriately? And are these same customer service issues happening to other customers, who may not be in a position to spend the time and energy needed to catch and resolve them?
Information Systems and Computing Academic Professionals. Box 488, Wrightsville Beach, NC 28480. e-mail:; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A