Download Co-Creation Methodologies in a Vendor – Customer Matrix Organization: A Boundary Theory Approach

Co-Creation Methodologies in a Vendor – Customer Matrix
Organization: A Boundary Theory Approach
Dr. Mukesh Srivastava and Christopher Stewart
Abstract
This paper examines employing co-creation methodologies in a customervendor matrix organization in the context of knowledge sharing via sense-giving
and sense-reading as well as through the use of boundary objects. The
researcher conducted a field study following a qualitative hermeneutic approach
based on previous research from Barrett and Oborn based on Polyani’s sensemaking theory as well as the use of boundary objects based off research by
Star and Griesemer. Case analysis shows that the customers and vendors
wanted a contract as a formal boundary object to create the framework bridging
the various groups together in a co-creation effort. As an informal boundary
object, customers and vendors supported the use of Web 2.0 technologies to
engage in knowledge sharing amongst groups that are geographically located in
separate locations. The Web 2.0 tools can enable co-creation by enabling
immediate knowledge sharing between customers and vendors as well as
between the vendor developer groups. The use of a technical integrator to act
as a boundary spanner was met positively by management and negatively or
neutrally by vendor developers. Sense-giving and sense-reading is impaired
through one program’s use of on-site contractors in an advisory role, which
could have a severe impact on a co-creation effort between the two programs.
The exchange of knowledge and information is hampered by the on-site
contractors that act as a barrier to knowledge sharing primarily due to
miscommunication.
Keywords: Matrix organization, contracts, boundary objects, knowledge sharing, Web
2.0, sense-giving, sense-reading
__________________________________________________
Dr. Mukesh Srivastava, College of Business, University of Mary Washington, Fredericksburg, Virginia
22406, [email protected]
Christopher Stewart, College of Business, University of Mary Washington, Fredericksburg, Virginia 22406,