Uncovering the Knowledge Coordination Process in ICT Outsourcing

Knowledge coordination has a central role in the successful performance of teams in different domains (e.g. software development and disaster response). It is also critical to harmoniously manage the interplay between customer and provider in an outsourced service desk. This paper seeks to explore how knowledge coordination is performed between two organizations in such environment. To this end, this study utilizes a grounded theory approach, which helps us to improve our understanding of this particular phenomenon, while developing context-oriented theory. A case study with a South American service provider, whose main focus is to satisfy the ICT outsourcing needs of customers, uncovers four categories of coordination mechanisms necessary to leverage knowledge between the provider and the customer: understanding the customer; building a sound base; operating across teams; and enhancing practices.