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Contribution des technologies de l'information et de la communication au succès de la collaboration client-fournisseur en développement de produits nouveaux

Abstract : New Product Development (NPD) is a knowledge intensive process, in which Information Technology (IT) could possibly play an important role to redefine the outcomes. The focus of this work is on customer-supplier collaboration in NPD, which is recognized as a major source of innovation. The main objective is to study how IT use fosters the success of such collaboration. The study of the literature gaps lead us to explore (i) the problems limiting IT effective use, (ii) the role of social capital (i.e. collective abilities stemming from connections between individuals) as an IT effective use antecedent, and (iii) the contribution of this use to collaboration success (i.e. collaboration quality and collaborative project performance). In this regard, a conceptual model, structured upon the resource-based view theory, is developed based on evidence from literature. In order to evaluate this model, a mixed methodology (qualitative and quantitative) is employed. As part of the qualitative method, case studies are carried in the form of interviews. First, exploratory studies are carried with IT managers from a small appliances company and a railway sector company, as well as with project actors from an automotive supplier. Then, in-depth case studies are carried with project actors from 3 suppliers of the aforementioned railway company. The cross-case analysis highlights some trends characterizing problems that limit IT effective use. These trends concern the problems nature (technical, related to collaboration, or at the organizational level), the type of IT functionality (PRM: project and process management, KM: knowledge management, or CW: cooperative work), and the explored perspective (customer IT managers versus supplier project actors). In addition, following a focus on supplier perspective, the role of social capital dimensions (cognitive, structural and relational) as antecedents of IT effective use is highlighted, especially for PRM and KM functionalities. Subsequently, a quantitative method is applied, by means of a survey intended for customer project actors, which are members of an NPD organization and a network of industrial engineering alumni. The collected data are analyzed by different statistical methods. On the one hand, multiple linear regressions allow to validate the direct positive effects of (i) social capital dimensions on IT effective use for PRM and KM, (ii) IT effective use for PRM, KM and CW on collaboration quality, and (iii) IT effective use for KM on collaborative project performance. On the other hand, the bootstrapping technique confirms the indirect effects of IT effective use for each functionality on collaborative project performance, through the mediation of collaboration quality. Finally, multi-group analysis is applied to underline the differences in the contribution of IT effective use, under different conditions of supplier involvement in NPD (moment of integration and design responsibility). In the light of these results, recommendations and requirements are formulated regarding IT development and use. The idea is to enable an efficient use in the context of customer-supplier collaboration, particularly through considering social capital in this use.
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Submitted on : Monday, September 7, 2020 - 1:09:08 PM
Last modification on : Friday, October 23, 2020 - 4:58:30 PM


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  • HAL Id : tel-02931916, version 1



Yassine Talas. Contribution des technologies de l'information et de la communication au succès de la collaboration client-fournisseur en développement de produits nouveaux. Technologies Émergeantes [cs.ET]. Université Grenoble Alpes [2020-..], 2020. Français. ⟨NNT : 2020GRALI027⟩. ⟨tel-02931916⟩



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