CONSTRUCTIVE CONFLICT RESOLUTION EFFECTIVENESS IN OUTSOURCED IT PROGRAMS

摘要

IT vendors typically employ more advanced project governance techniques including program management to work effectively with the numbers and variety of clients while still pursuing the benefits of a single oversight. These structural features lend themselves to conflict across teams with individual requirements. However, little research exists on program management, much less in the IT context, that represents conflict across IT project teams. In this study, the effectiveness of collecting projects into programs is studied through the lens of constructive controversy theories. A model is developed to consider the management of conflict across multiple projects combined into a single program.