Coordinating Tensions in Orchestrating Blended Modes of Sharing and Outsourcing of Services

Shared Service Organizations (SSOs) act more and more as orchestrators, combining and integrating services from various sourcing modes to cater for business demands. Blended modes of shared services are related to the use of multiple delivery modes that requires intensive coordination to ensure improved service quality. Yet, the topic of coordinating blended service delivery modes as part of shared services has hardly been researched. The aim of this research is to develop a better understanding of the tensions that arise when coordinating multiple service delivery modes. Our analyses identified four areas of tensions: centralized and decentralized responsibilities, dual role of the orchestrator, balanced portfolio of coordination roles and standardizing or customizing services. We plea for more research in the role of SSO's acting as sourcing orchestrators.