How to Manage Knowledge Transfer in IT - Outsourcing Relationships Towards a Reference Model

Although knowledge transfer has been recognized as one of the critical success factors in outsourcing, there is currently no work systematically reporting on how knowledge transfer is and can be managed in the firms involved in outsourcing relationships. This paper presents results of 12 case-studies analyzing knowledge transfer processes in IT-outsourcing, investigated through 48 structured interviews. The findings identify the main knowledge transfer phases and current practices between outsourcing partners. They are consolidated into a preliminary, empirically-grounded reference model for knowledge transfer in outsourcing. Special attention is given to the analysis of outsourcing-specific knowledge transfer activities and most frequently used knowledge transfer techniques. By analyzing how current practices can be effectively employed or extended to reduce outsourcing-specific knowledge-asymmetries, we provide one of the first contributions to understanding how firms can design, manage and support knowledge transfer as a strategic goal of their outsourcing relationships. Posted at the Zurich Open Repository and Archive, University of Zurich ZORA URL: https://doi.org/10.5167/uzh-61386 Accepted Version Originally published at: Voigt, Benjamin; Novak, Jasminko; Schwabe, Gerhard (2007). How to manage knowledge transfer in IT-outsourcing relationships Towards a reference model. In: 13th Americas Conference on Information Systems, Keystone, 9 August 2007 12 August 2007. HOW TO MANAGE KNOWLEDGE TRANSFER IN IT-OUTSOURCING RELATIONSHIPS TOWARDS A REFERENCE MODEL Journal: 13th Americas Conference on Information Systems Manuscript ID: AMCIS-221-2007.R1 Mini-track: Coll & KM: Knowledge Management: Knowledge Transfer and Knowledge Management Systems Date Submitted by the Author: 24-Apr-2007 Complete List of Authors: Voigt, Benjamin; University of Zurich, Informatics Novak, Jasminko; University of Zurich, Informatics Schwabe, Gerhard; University of Zurich, Informatics Americas Conference on Information Systems