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Cross-functional integration for managing customer information flows in a project-based firm

Research output: Other conference contributionPaper, poster or abstractScientific


Original languageEnglish
Number of pages12
Publication statusPublished - Dec 2017
EventANZAM Australian & New Zealand Academy of Management Conference
: Creative disruption: managing in a digital age
- RMIT University, Melbourne, Australia
Duration: 5 Dec 20178 Dec 2017
Conference number: 31


ConferenceANZAM Australian & New Zealand Academy of Management Conference


The delivery of integrated solutions requires effective integration both between organizations and across various functions within the project-based firm. While earlier research has focused on how project-based firms integrate the resources and capabilities of suppliers, research on intra-organizational integration in projects is scant. In this study, we scrutinize integration between the sales, project operations and services functions of a project-based firm, to identify the required management support in solution deliveries. The focus is on the flow of customer information between these functions during the different phases of a solution delivery project. Drawing on 14 interviews, we identify eight integration mechanisms in three cross-functional interfaces. We find that the utilization of integration mechanisms varies strongly in the different project phases.