Using the case study of an Indian Technology and Outsourcing Service Provider, SmartKey (real but renamed company), a technology vendor to a global healthcare provider, this paper analyses offshore outsourcing issues using IT-enabled services to gain deeper insights needed to understand the core conflict and propose a well-reasoned solution approach. Reasoning, the conscious thought process leading to a well-justified decision, is an important managerial skill required for making dynamic decisions, resolving conflicts, and thereby developing human resources. This paper explores Goldratt’s Evaporating Clouds (ECs) as a systematic approach to reasoning in particular, and as a system for developing human resource in general. We show how Evaporating Clouds provided direction towards an acceptable solution to this case. We suggest that ECs can be used proactively as a springboard to ensure win/win solutions in various possible future interactions between the supply chain network partners. We conclude our paper by acknowledging the limitations of current research and provide future research directions.
Vijaykar, Shreekant; Gupta, Mahesh Prof.; and Bhaumik, Pradip Kumar Dr.
"Conflict Resolution in a Multi-level IT-enabled Outsourcing Network: A Structured Solution Approach,"
Journal of International Technology and Information Management: Vol. 30:
1, Article 5.
Available at: https://scholarworks.lib.csusb.edu/jitim/vol30/iss1/5
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