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

The delivery of integrated solutions requires effective integration both between organizations and across various functions within the project-based firm. While earlier research has focused on how project-based firms integrate the resources and capabilities of suppliers, research on intra-organizational integration in projects is scant. In this study, we scrutinize integration between the sales, project operations and services functions of a project-based firm, to identify the required management support in solution deliveries. The focus is on the flow of customer information between these functions during the different phases of a solution delivery project. Drawing on 14 interviews, we identify eight integration mechanisms in three cross-functional interfaces. We find that the utilization of integration mechanisms varies strongly in the different project phases.