Managing integrated information flow for delivery reliability

Abstract

Purpose – The purpose of this paper is to explore the management of information flow for delivery reliability. It analyses how the integration strategies of traceability, transaction costs and vertical integration that shape integrated information flow are managed during delivery processes of firms. While delivery reliability contributes to firm competitiveness, information flow is central to firms interaction internally and externally to facilitate delivery. Design/methodology/approach – The paper applies an exploratory multiple-case study involving 21 delivery team members in three industrial technology-based firms. Informed by a multidisciplinary framework from literature, the study captures “what” and “how” existing firms manage information flow during delivery. Individual cases from the company were compared analysed to determine themes that drive delivery-related integrated information flow management. Findings – The paper finds that case firms prioritised understanding interaction logics, maintaining process timeliness, review-oriented streamlining and communication-oriented coordination. The study also finds that for delivery reliability in technology-based firms, the interplay of vertical integration, market relations and long term, voluntary relations, especially through the use of small, dedicated and highly skilled team, is required to effectively manage delivery-related integrated information flow. Originality/value – The major contribution of this paper is an exposition on practices for facilitating information flow integration. It also offers insights that suggest integrated information flow for delivery reliability could be enhanced through the use of customer-focused communication channels, context-driven documentations, multiple and alternate communication channels as well as intuitive and user-friendly documentation strategies.