MIS Quarterly Executive

Article Title

Overcoming Knowledge-Transfer Barriers in Infrastructure Management Outsourcing: Lessons from a Case Study


This article describes how a global firm (JohnsonDiversey, Inc. - JDI) and an offshore Indian IT service provider (Wipro Technologies) successfully overcame the knowledge-transfer barriers associated with infrastructure management (IM) outsourcing. Case study evidence is used to describe how these two firms worked together to transfer responsibility for managing JDI’s entire infrastructure to Wipro using a global delivery model. The article describes the specific knowledge-transfer challenges encountered and the solutions used to overcome them during a three-phase migration plan. It concludes with important lessons learned about pre-contract and post-contract activities that other organizations can apply to increase the likelihood that IM offshore outsourcing will be successful.

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