Cross-functional integration for managing customer information flows in a project-based firm

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The delivery of integrated solutions calls for effective integration across the functional interfaces of the project-based firm (PBF) throughout the solution's life cycle. We scrutinize cross-functional integration in a triadic setting involving the PBF's sales, project operations, and services functions by focusing on the flow of customer information (information from and about customers) across three functional interfaces. Drawing on a qualitative case study, we develop a categorization consisting of four distinct types of integration mechanisms: meetings, IT systems, personal involvement, and processes and rules. Our results show that in the focal PBF, customer information flows are strongest in the sales–project operations interface and weakest in the sales–services interface. Furthermore, sales and services functions were found to rely predominantly on personal involvement mechanisms in transferring customer information. Our results highlight the need to integrate and manage customer information flows, especially between the sales–services interface, when delivering integrated solutions.
Original languageEnglish
Pages (from-to)145-160
JournalInternational Journal of Project Management
Issue number1
Publication statusPublished - 2019
Publication typeA1 Journal article-refereed

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