The crucial role of middle management in outsourcing

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