How to provide the desirable business outcome in international IT-projects - a cross-case analysis
Type
conference paper
Date Issued
2009-08-07
Author(s)
Research Team
IIM, IWI4
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.
Language
English
Keywords
CCIIM
HSG Classification
not classified
Refereed
Yes
Book title
Proceedings of the Fifteenth Americas Conference on Information Systems
Publisher
AIS Electronic Library (AISeL)
Start page
65
Event Title
15th Americas Conference On Information Systems (AMCIS 2009)
Event Location
San Francisco, CA
Event Date
06.-09.08.2009
Official URL
Subject(s)
Division(s)
Eprints ID
213498