The execution of globally distributed information technology service projects (GDITP) by globally distributed teams, while inherently complex, offers the advantages of swift implementation and seamless service delivery to global clients. The numerous challenges including the intangibility of customer specifications, the iterative nature of information technology (IT) activities and coordination difficulties arising from diverse teams contribute to complexity in managing these projects. Moreover, the organizational complexity is compounded by competing power centres, turning project delivery into a politically contested process.
In traditional projects such as construction or customized manufacturing, overcoming aforementioned challenges through strong top-down leadership is typical in many time-bound projects. However, in the realm of IT projects, which are inherently people-centric, enforcing a command-and-control environment is challenging. Communities-of-practice (CoP) offer an alternative structure that engages highly skilled employees in a collaborative community, navigating the challenges posed by IT projects. Our study explores this innovative approach, focusing on a product firm effectively leveraging CoPs to successfully execute global service projects.
Delving into the functioning of CoPs, our research illustrates how they scale up using both formal and informal networks to meet diverse global customer requirements. Despite operating globally, CoPs exhibit emergent collective mindfulness, adapting tools, processes and products to the demands of the projects. The study also details how the organization manages complexity while adhering to product architecture and a uniform project framework.