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How to provide the desirable business outcome in international IT-projects - a cross-case analysis

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abstract Rising complexity of international IT projects has compelled service providers to re-define their customer-service approach. This paper uses a case study method to identify critical success factors for customer interaction as IT service providers run projects to deliver services to intra-firm end-users. Our analysis found that process-level, social and psychological factors were decisive in promoting successful provider-customer relationships. Three major factors - knowledge of the customer’s business and it’s need of IT-support, a close project collaboration and trustful, clear, understandable communication - are the cornerstone of successful IT service practices when coupled with a clear customer-oriented value proposition. Therefore, we identified the bridgehead-concept as an effective method to close a lack of understanding between business and IT. Our results suggest that both the provider and customer benefit from a close and iterative calibration of needs and services, with a high level of transparency, to ensure process efficiency and customer satisfaction.
   
type conference paper (English)
   
keywords CCIIM
   
name of conference Fifteenth Americas Conference on Information Systems (San Francisco)
date of conference 01-08-2009
title of proceedings Proceedings of the Fifteenth Americas Conference on Information Systems
review double-blind review
   
citation Brocke, H. F., Uebernickel, F., & Brenner, W. (2009). How to provide the desirable business outcome in international IT-projects - a cross-case analysis. In Proceedings of the Fifteenth Americas Conference on Information Systems.