Relationship Management at the Operationel Level in Outsourcing

Research output: Contribution to journalConference articleResearchpeer-review

Abstract

Research suggests that achievement of a successful outsourcing relationship requires a tremendous amount of detailed management. In this paper we draw on relationship theory to understand the management practices of a particular outsourcing setup. An empirical study of a Danish company operating an off¬shore development centre with 400 employees located in India identified a host of practices that form a seemingly complex and ambiguous picture. To make sense of the studied practice we develop a framework that consists of four relationship management strategies coined select-a-friend, develop-a-friend, control-a-person, and control-of-output. We provide illustrative examples of each strategy; reflect upon the alignment between the type of outsourcing setup and the identified portfolio of practices; and outline theoretical and practi¬cal implications. Key findings are that all four strategies are used, play an important role and that continuous improvement of the portfolio of relationship management practices is paramount to ensure effectiveness.
Original languageEnglish
Book seriesLecture Notes in Business Information Processing
VolumeLNBIP 60
Pages (from-to)1-17
ISSN1865-1348
Publication statusPublished - 2010
EventFirst Scandinavian Conference of Information Systems - Rebild, Denmark
Duration: 20 Aug 201022 Aug 2010
Conference number: 1

Conference

ConferenceFirst Scandinavian Conference of Information Systems
Number1
CountryDenmark
CityRebild
Period20/08/201022/08/2010

Cite this

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title = "Relationship Management at the Operationel Level in Outsourcing",
abstract = "Research suggests that achievement of a successful outsourcing relationship requires a tremendous amount of detailed management. In this paper we draw on relationship theory to understand the management practices of a particular outsourcing setup. An empirical study of a Danish company operating an off¬shore development centre with 400 employees located in India identified a host of practices that form a seemingly complex and ambiguous picture. To make sense of the studied practice we develop a framework that consists of four relationship management strategies coined select-a-friend, develop-a-friend, control-a-person, and control-of-output. We provide illustrative examples of each strategy; reflect upon the alignment between the type of outsourcing setup and the identified portfolio of practices; and outline theoretical and practi¬cal implications. Key findings are that all four strategies are used, play an important role and that continuous improvement of the portfolio of relationship management practices is paramount to ensure effectiveness.",
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author = "Sabine Madsen and Keld B{\o}dker",
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pages = "1--17",
journal = "Lecture Notes in Business Information Processing",
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}

Relationship Management at the Operationel Level in Outsourcing. / Madsen, Sabine; Bødker, Keld.

In: Lecture Notes in Business Information Processing, Vol. LNBIP 60, 2010, p. 1-17.

Research output: Contribution to journalConference articleResearchpeer-review

TY - GEN

T1 - Relationship Management at the Operationel Level in Outsourcing

AU - Madsen, Sabine

AU - Bødker, Keld

PY - 2010

Y1 - 2010

N2 - Research suggests that achievement of a successful outsourcing relationship requires a tremendous amount of detailed management. In this paper we draw on relationship theory to understand the management practices of a particular outsourcing setup. An empirical study of a Danish company operating an off¬shore development centre with 400 employees located in India identified a host of practices that form a seemingly complex and ambiguous picture. To make sense of the studied practice we develop a framework that consists of four relationship management strategies coined select-a-friend, develop-a-friend, control-a-person, and control-of-output. We provide illustrative examples of each strategy; reflect upon the alignment between the type of outsourcing setup and the identified portfolio of practices; and outline theoretical and practi¬cal implications. Key findings are that all four strategies are used, play an important role and that continuous improvement of the portfolio of relationship management practices is paramount to ensure effectiveness.

AB - Research suggests that achievement of a successful outsourcing relationship requires a tremendous amount of detailed management. In this paper we draw on relationship theory to understand the management practices of a particular outsourcing setup. An empirical study of a Danish company operating an off¬shore development centre with 400 employees located in India identified a host of practices that form a seemingly complex and ambiguous picture. To make sense of the studied practice we develop a framework that consists of four relationship management strategies coined select-a-friend, develop-a-friend, control-a-person, and control-of-output. We provide illustrative examples of each strategy; reflect upon the alignment between the type of outsourcing setup and the identified portfolio of practices; and outline theoretical and practi¬cal implications. Key findings are that all four strategies are used, play an important role and that continuous improvement of the portfolio of relationship management practices is paramount to ensure effectiveness.

KW - Offshore outsourcing

KW - Relationship management

KW - Engaged research

M3 - Conference article

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SP - 1

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JO - Lecture Notes in Business Information Processing

JF - Lecture Notes in Business Information Processing

SN - 1865-1348

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