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Slide 10:Defining Requirements Monitoring Progress Fixing Returns
Performed by Mexican PEs & U.S. CoordinatorsDefining Requirements – Mexican PEs, U.S. Cs Gather information Describe tasks Implicit knowledge = PowerPoint + Monitoring Progress – Mexican PEs, U.S. Cs Check in with India Check in with India Check in with India To Do: Fixing Returns – Mexican PEs, U.S. Cs Inspect work from India, fix if necessary C DE PE PE PE Work Practices Unique to U.S. Coordinators Routing Tasks Strategically Filtering Quality Routing Tasks Strategically – U.S Coordinators Consider Indian PEs’ schedules Thu Fri Tue Wed Mon Wed ? Filtering Quality – U.S. Coordinators Return low-quality projects PE PE C Analysis Combined data Compared workers’ perceptions Expected models to differ Perception: Mexican and U.S. PEs Used work practices more Offshoring not a timesaver Less satisfied Indian performance high Satisfied Coordinators big help Perception: Indian PEs Preferred Mexico’s model: Coordinators risked inaccuracies Learned from PEs More challenging tasks Discussion: New Knowledge-Transfer Problems Operational knowledge use technology Diagnostic knowledge interpret output Syntactic boundary transfer knowledge Semantic boundary += translate Pragmatic boundary += transform Discussion: Workers’ Response New work practices Make implicit knowledge explicit But! Using new practices can lead to frustration Future Research Cost differences Equal expertise Pragmatic boundaries? Beyond engineering