This paper discusses the interactions between an ICT vendor and a client organization in the commissioning and execution of an ERP requirements determination project. The focus is on the early stages of the project involving the joint selection and adoption of process modeling technology, methods and techniques. Based on case study material, including email transcripts of interactions among participants, the paper uses the concept of technological frames to highlight how process modeling was used to enhance discourse and communication and enable goal congruence between the client and the ICT vendor. Findings indicate that a technological framing approach can be used to illustrate the degree of goal incongruence between clients and IT vendors and help provide more sustainable strategies to reconcile complex business relationships.
Wainwright, David and Brooks, Laurence, "Making Sense of IT Vendor and Client Relationships: a Technological Frames Perspective" (2010). AMCIS 2010 Proceedings. 388.