This study examines key issues and effects of capability management on a fast-growing area of knowledge-intensive global business services – IT outsourcing and offshoring. An exploratory study is undertaken of Indian companies providing complex process-oriented offshore IT services to their global customers. The analysis of the data related to the service provider side shows that developing dynamic capabilities is strongly driven by management and top-clients and results in the development of business processes and in establishing a strategic partnership with the client organization. Key findings are that information exchange and coordination are the key to a leveraging firm performance.
Holzweber, M., Mattsson, J., Chadee, D., & Raman, R. (2012). How dynamic capabilities drive performance in the Indian IT industry: The role of information and co-ordination. Service Industries Journal, 32(4), 531-550. https://doi.org/10.1080/02642069.2011.596530