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

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Cross-functional integration for managing customer information flows in a project-based firm. / Ståhle, Matias; Ahola, Tuomas; Martinsuo, Miia.

julkaisussa: International Journal of Project Management, Vuosikerta 37, Nro 1, 2019, s. 145-160.

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Ståhle, Matias ; Ahola, Tuomas ; Martinsuo, Miia. / Cross-functional integration for managing customer information flows in a project-based firm. Julkaisussa: International Journal of Project Management. 2019 ; Vuosikerta 37, Nro 1. Sivut 145-160.

Bibtex - Lataa

@article{45f69dce40274968b9006e98b0411fc2,
title = "Cross-functional integration for managing customer information flows in a project-based firm",
abstract = "The delivery of integrated solutions calls for effective integration across the functional interfaces of the project-based firm (PBF) throughout the solution's life cycle. We scrutinize cross-functional integration in a triadic setting involving the PBF's sales, project operations, and services functions by focusing on the flow of customer information (information from and about customers) across three functional interfaces. Drawing on a qualitative case study, we develop a categorization consisting of four distinct types of integration mechanisms: meetings, IT systems, personal involvement, and processes and rules. Our results show that in the focal PBF, customer information flows are strongest in the sales–project operations interface and weakest in the sales–services interface. Furthermore, sales and services functions were found to rely predominantly on personal involvement mechanisms in transferring customer information. Our results highlight the need to integrate and manage customer information flows, especially between the sales–services interface, when delivering integrated solutions.",
author = "Matias St{\aa}hle and Tuomas Ahola and Miia Martinsuo",
year = "2019",
doi = "10.1016/j.ijproman.2018.11.002",
language = "English",
volume = "37",
pages = "145--160",
journal = "International Journal of Project Management",
issn = "0263-7863",
publisher = "Elsevier",
number = "1",

}

RIS (suitable for import to EndNote) - Lataa

TY - JOUR

T1 - Cross-functional integration for managing customer information flows in a project-based firm

AU - Ståhle, Matias

AU - Ahola, Tuomas

AU - Martinsuo, Miia

PY - 2019

Y1 - 2019

N2 - The delivery of integrated solutions calls for effective integration across the functional interfaces of the project-based firm (PBF) throughout the solution's life cycle. We scrutinize cross-functional integration in a triadic setting involving the PBF's sales, project operations, and services functions by focusing on the flow of customer information (information from and about customers) across three functional interfaces. Drawing on a qualitative case study, we develop a categorization consisting of four distinct types of integration mechanisms: meetings, IT systems, personal involvement, and processes and rules. Our results show that in the focal PBF, customer information flows are strongest in the sales–project operations interface and weakest in the sales–services interface. Furthermore, sales and services functions were found to rely predominantly on personal involvement mechanisms in transferring customer information. Our results highlight the need to integrate and manage customer information flows, especially between the sales–services interface, when delivering integrated solutions.

AB - The delivery of integrated solutions calls for effective integration across the functional interfaces of the project-based firm (PBF) throughout the solution's life cycle. We scrutinize cross-functional integration in a triadic setting involving the PBF's sales, project operations, and services functions by focusing on the flow of customer information (information from and about customers) across three functional interfaces. Drawing on a qualitative case study, we develop a categorization consisting of four distinct types of integration mechanisms: meetings, IT systems, personal involvement, and processes and rules. Our results show that in the focal PBF, customer information flows are strongest in the sales–project operations interface and weakest in the sales–services interface. Furthermore, sales and services functions were found to rely predominantly on personal involvement mechanisms in transferring customer information. Our results highlight the need to integrate and manage customer information flows, especially between the sales–services interface, when delivering integrated solutions.

U2 - 10.1016/j.ijproman.2018.11.002

DO - 10.1016/j.ijproman.2018.11.002

M3 - Article

VL - 37

SP - 145

EP - 160

JO - International Journal of Project Management

JF - International Journal of Project Management

SN - 0263-7863

IS - 1

ER -