Conflict Resolution in a Multi-level IT-enabled Outsourcing Network: A Structured Solution Approach

Using the case study of an Indian Technology and Outsourcing Service Provider, SmartKey (real but renamed company), a technology vendor to global healthcare provider, this paper analyses offshore outsourcing issues using IT-enabled services gain deeper insights needed understand core conflict propose well-reasoned solution approach. Reasoning, conscious thought process leading well-justified decision, is important managerial skill required for making dynamic decisions, resolving conflicts, thereby developing human resources. This explores Goldratt’s Evaporating Clouds (ECs) as systematic approach reasoning in particular, system resource general. We show how provided direction towards acceptable case. suggest that ECs can be used proactively springboard ensure win/win solutions various possible future interactions between supply chain network partners. conclude our by acknowledging limitations current research provide directions.