||Software development outsourcing is a very common way to gain source for information system among government and private business. Although there are lots of advantages of software development outsourcing, if one do not really understanding outsourcing correctly, not only expected results cannot be met, there will be additional problems. From the past research data and real cases, there are lots of problems shown. There are always lots of participants involved in product development, thus conflicts are very closely associated with participants. If conflicts do not get solved immediately or root caused had not been found right away, conflicts always results in large damages to developments. For example, there are hidden conflicts with in ambiguous document format and request. When mistakes stack up and do not get solved right away, they will become potential conflicts. However, most members do not pay too much attention to the reasons how conflict occurred or to ways of solving but pay more attention on teamwork and professionalism. There were lots of research done in the past regarding the conflicts between customers and suppliers of software development outsoursing; most of them are limited in reseach conflicts of orgination and individuals. Most research methods are market research or individual interviews there is no in depth research regarding the conflict events with long period of data collection and analysis; also tracking the major factors for the root causes.|
This research method involoved two real cases. We observe, record, and collect data from the real events and interviews participants. We investigate the causes of conflicts between customers and outsourcing suppliers by framing theory. Then we analyzed the cognition of customers and outsourcing suppliers toward conflicts during the research period. Then, this research result came from using six main conflict frames work as conflict types : identity, characterization, fact, power, loose versus gains, process. After the data was collected, we use consistent comparison as a foundation. The purpose is to cross exam the data and found the root causes before and after conflict resolution.
In software industry, when people encounter conflicts or found problems of conflict, this research helps them to understand the root cause faster and it provides great resource for project managers. By using real cases records and results as examples to find the root cause or potential problems; people could come to neutral agreement by using conflict management to satisfy both parties.
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