Improving professional practice for mobile operators through the development of a decision support tool for outsourcing: Insights from Egyptian telecommunication sector

This is a paper that records the changing thoughts of a Chief Technology Officer in a major telecommunication company in the Middle East. The initial problem was whether to outsource or not, but this led to reflections on decision making, systems thinking, cybernetics and many other ethical, political and professional issues. These thoughts can serve as a roadmap for decision makers and stimulate critical reflection on their actions.