A solution provider can encourage its autonomous business units to provide effective solutions through (a) shared performance metrics and context-specific team leadership, (b) solution documentation and retention of customer-facing employees, and (c) articulating a solution's work flow and responsibilities.

1. From: Tuli, Kohli, and Bharadwaj (2007)
How can a solution provider
encourage its autonomous
business units to provide
effective solutions?
Examining the challenges and approaches

2. From: Tuli, Kohli, and Bharadwaj (2007)
Challenges
• Units’ uneven
knowledge of
customer
• Units’ sparse
knowledge of each
other’s products, and
their customization
• Units’ differing
customer priorities
• Punting the cost of
adaptation
Knowledge problem
Incentive problem
Power &
Incentives
• Appoint solution-specific
experts as team leaders
• Align incentive structure
Capture & Curate
Knowledge
• Emphasize documentation of
knowledge and activities
• Reduce customer-facing
employee churn
Orchestrate • Create process roadmaps
to guide behavior & ensure
accountability
Recommendations