A strategic conflict analysis in IT outsourcing using the graph model for conflict resolution
Autor: | Ana Paula Henriques de Gusmão, Maisa Mendonça Silva, Ana Paula Cabral Seixas Costa, Thiago Poleto |
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Rok vydání: | 2020 |
Předmět: |
Process management
Process (engineering) Vendor business.industry Computer science 05 social sciences Software development General Decision Sciences 02 engineering and technology Conflict analysis Outsourcing 020204 information systems Management of Technology and Innovation 0502 economics and business Conflict resolution 0202 electrical engineering electronic engineering information engineering Set (psychology) Contingency business 050203 business & management Information Systems |
Zdroj: | Journal of Enterprise Information Management. 33:1581-1598 |
ISSN: | 1741-0398 |
Popis: | PurposeThe purpose of this paper is to propose a strategic conflict analysis, based on the graph model for conflict resolution (GMCR), that is applied to information technology outsourcing (ITO) in a real-world software development and implementation process in Brazil.Design/methodology/approachBecause the idea of this study is to answer “why” the ITO conflicts occur and “how” they can be avoided, the case study methodology was adopted. The software GMCR II was used to analyze the interactions between an IT vendor and an IT client.FindingsThe results suggest that a lack of relational governance is a critical issue that could be handled to improve the interaction between those involved.Research limitations/implicationsThe main results are restricted to the case study and cannot be generalized. Moreover, a specific limitation of this paper pertains to the use of the GMCR and the consequent difficulty for IT vendors and IT clients to work with a large number of actions and to set preferences for several states of conflict.Practical implicationsThe strategic analysis of outsourcing conflicts provides a holistic view of the current situation that may assist the client and vendor in future decisions and identify guidelines to ensure successful ITO. Therefore, this paper provides an effective guide for clients and vendors to better manage conflicts and establish a contingency vision to avoid such disputes.Originality/valueThe ITO conflict is analyzed using the GMCR, considering both perspectives of the outsourcing process (vendors and clients). |
Databáze: | OpenAIRE |
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