The Crucial Role of Middle Management in Outsourcing

Authors

Leslie Willcocks, London School of Economics and Political ScienceFollow
Catherine Griffiths, Simon Fraser UniversityFollow

Abstract

For many years, middle managers have been a primary target for cost-cutting, including when justifying IT investments or cost savings from IT outsourcing. Recently, however, published research on middle managers and our own research suggest that the role of middle managers—in both client and supplier organizations—is a key determinant of the effectiveness of an outsourcing arrangement. Based on our extensive database of in-depth case studies for IT and business process outsourcing, and offshoring arrangements, we identify the key middle manager capabilities and roles in both client and supplier organizations. These capabilities help ensure the relationship chemistry and adaptability needed for effective delivery of outsourced services.

Recommended Citation

Willcocks, Leslie and Griffiths, Catherine (2010) "The Crucial Role of Middle Management in Outsourcing," MIS Quarterly Executive: Vol. 9: Iss. 3, Article 6.
Available at: https://aisel.aisnet.org/misqe/vol9/iss3/6