A1 Refereed original research article in a scientific journal
Cross-functional integration for managing customer information flows in a project-based firm
Authors: Ståhle M, Ahola T, Martinsuo M
Publisher: Elsevier
Publication year: 2019
Journal: International Journal of Project Management
Journal name in source: International Journal of Project Management
Volume: 37
Issue: 1
ISSN: 0263-7863
DOI: https://doi.org/10.1016/j.ijproman.2018.11.002
Web address : https://researchportal.tuni.fi/en/publications/45f69dce-4027-4968-b900-6e98b0411fc2
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.
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.
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