Best Practices for Communication between Client and Vendor in IT Outsourcing Projects

Journal of Information, Information Technology, and Organizations, Vol. 3, pp. 61-93, 2008

33 Pages Posted: 26 Aug 2008 Last revised: 19 Sep 2008

See all articles by Ravi Sharma

Ravi Sharma

Center for Inclusive Digital Enterprise - CeIDE; University of Canterbury

Venkat Madireddy

Varun Jain

Nanyang Technological University (NTU)

S. R. Apoorva

affiliation not provided to SSRN

Date Written: August 26, 2008

Abstract

It has been reported that outsourcing specialist knowledge work can enable business excellence by enhancing business competitiveness, economic value added service, quality, and market branding. Much of this may be supported by seamless technical communication flows between the vendors and clients of an outsourcing project. However, the potential loss of confidentiality, authority, and security are key factors organizations take into consideration before venturing into outsourcing. Developing an information communication platform which promotes a secure knowledge exchange culture in an environment conducive to trust is fundamental to mitigate these information risk factors. The empirical study reported in this paper investigated the central postulate that effective management of technical communication at every stage of executing an IT outsourcing contract reduces associated risks and establishes trust in an outsourcing relationship. The objective of the study was to provide knowledge managers with an insight into the effectiveness of communication flows for various outsourcing activities in order to support knowledge mobilization for effective service delivery. The field research was conducted through a survey of industry practitioners from vendor and client organizations with a sample size of 70 respondents from 20 organizations, about an equal number of clients and vendors. It is the intended contribution of this work to prescribe a socio-technical platform for professional technical communications between clients and vendors of outsourcing services that effectively manages information.

Keywords: IT Outsourcing, Project Management, Trust, Risk, Technical Communication, Communication

Suggested Citation

Sharma, Ravi S. and Madireddy, Venkata and Jain, Varun and Apoorva, S. R., Best Practices for Communication between Client and Vendor in IT Outsourcing Projects (August 26, 2008). Journal of Information, Information Technology, and Organizations, Vol. 3, pp. 61-93, 2008. Available at SSRN: https://ssrn.com/abstract=1258636

Ravi S. Sharma (Contact Author)

Center for Inclusive Digital Enterprise - CeIDE ( email )

New Zealand

HOME PAGE: http://www.ceide.org

University of Canterbury ( email )

School of Business
Christchurch, 8040
New Zealand

HOME PAGE: http://www.canterbury.ac.nz

Varun Jain

Nanyang Technological University (NTU) ( email )

S3 B2-A28 Nanyang Avenue
Singapore, 639798
Singapore

S. R. Apoorva

affiliation not provided to SSRN ( email )

No contact information is available for Venkata Madireddy

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