The myths and realities of information technology insourcing
Communications of the ACM
Toward a Stakeholder Theory of the Firm: The Saturn Partnership
Organization Science
Managing cross-cultural issues in global software outsourcing
Communications of the ACM - Human-computer etiquette
Information systems outsourcing: a survey and analysis of the literature
ACM SIGMIS Database
Expert Systems with Applications: An International Journal
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Outsourcing as a logical consequence of globalization has caused a shift towards the integration of labour forces where communications play a significant role in the success of outsourcing partnerships. Utilizing the lens of an outsourced telecommunications case study we examine how a problematic client-supplier relationship across global loci was transformed by implementing a stakeholder analysis. We discuss how ineffectual project communications caused confusion, disinterest and apathy of client stakeholders challenging the outsourcing partnership. Our insight evidences not only the necessity to transparently address cultural challenges but emphasizes a crucial need to explicitly validate the different audiences. From the increased clarity and purpose provided it proved possible to instigate solutions such that real benefits to the project were realised. We suggest a number of key learning points as 'lessons learnt' to enlighten current and future practice of outsourcing relationships across global projects.