Customer Team Effectiveness through People Traits in Information Systems Development

Abstract

This article introduces measures to improve theoretical knowledge and managerial practice about the participation of teams in customized information systems software (CISS) projects. The focus is on people traits of the customer team (CuTe), that is, professionals from the client organization that contracts CISS projects who assume specific business and information technology roles in partnerships with external developers, given that both in-house and outsourced teams share project authority and responsibility. A systematic literature review based on a particular perspective of the socio-technical approach to the work systems enabled the compilation of measures that account for people traits assumed to improve CuTe performance. The resulting framework contributes to a much needed theory on the management of knowledge workers, especially to help plan, control, assess, and make historical records of CuTe design and performance in CISS projects.