Vendors' perspectives of coordination in the information technology offshore outsourcing industry : An exploratory study from the Philippines

Ambe, Aloha May Hufana, Brereton, Margot F., & Rittenbruch, Markus (2016) Vendors' perspectives of coordination in the information technology offshore outsourcing industry : An exploratory study from the Philippines. In Gergle, Darren & Morris, Meredith Ringel (Eds.) Proceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing - CSCW '16, Association for Computing Machinery (ACM), San Francisco, CA, pp. 319-333.

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This study investigates how offshore information technology (IT) service providers (vendors) coordinate work with their clients (employers) in order to succeed in the global IT offshore outsourcing industry. We reviewed literature on coordination studies, interviewed offshore service providers in the Philippines, and used thematic analysis to analyse coordination practices from the point of view of these individual vendors in a newly industrialized country. We used Olson and Olson's framework on 'collaboration at a distance' as a lens to structure the results. The study provides an understanding of vendors' individual attitudes towards the coordination of distributed work and draws attention to how differences in power affect the work situation of vendors, and by implication all stakeholders. We offer this insight as a way to enhance existing CSCW frameworks, by imbuing them with the perspective of non-equal relationships. The study found that vendors were generally able to produce outputs that satisfy their clients, however these results were only achieved because individuals were willing to take risks and make sacrifices in their personal lives. The relationship was further characterised by a complex interplay between the client's control of the overall work arrangements and the vendors' ability to establish a level of autonomy in their work practices and their flexible use of coordination tools.

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ID Code: 95286
Item Type: Conference Paper
Refereed: Yes
Keywords: Coordination, Coordination practices, CSCW, Global software development, Information technology outsourcing, Ito vendor, Virtual team
DOI: 10.1145/2818048.2819991
ISBN: 9781450335928
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > QUT Faculties and Divisions > Creative Industries Faculty
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright is held by the owner/author(s). Publication rights licensed to ACM. Copyright © 2016 by the Association for Computing Machinery, Inc. (ACM).
Copyright Statement: Permission to make digital or hard copies of portions of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyright for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, to republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permission to republish from: or Fax +1 (212) 869-0481.
Deposited On: 03 May 2016 01:55
Last Modified: 27 Jun 2017 14:59

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