EMPIRICAL CASE STUDY RESEARCH ON THE DYNAMICS OF INTRA- AND INTER-ORGANIZATIONAL PROCESS COLLABORATION

摘要

In this paper the determinants for business benefits from end-to-end collaboration are explored. Based on extensive qualitative research in 14 cases, a research model is proposed, suggesting three domains of determinants for the outcomes of end-to-end collaboration: (1) stakeholders, (2) electronic intermediaries, and (3) coordination mechanisms. Further the impact of contingencies on these relations is questioned. Subsequently generic conclusions are drawn, from gathered qualitative data. It seems that 'post' and 'customer service' can be considered as the main drivers for end-to-end collaboration. Further the necessity of a win-win situation for all stakeholders is shown. Additionally, top level commitment and formal coordination is crucial for the development of electronic intermediaries. Finally it is visible that a gradation exists in the different functionalities of electronic intermediaries over the different cases. This means that integrated information systems, such as shared business intelligence, only are used in combination with other more common electronic intermediaries.