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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 managersÃ¢â‚¬â€in both client and supplier organizationsÃ¢â‚¬â€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.
Willcocks, Leslie and Griffiths, Catherine
"The Crucial Role of Middle Management in Outsourcing,"
MIS Quarterly Executive: Vol. 9:
3, Article 6.
Available at: https://aisel.aisnet.org/misqe/vol9/iss3/6