LEADERSHIP TOWARDS CONFLICT RESOLUTION FOR PERFORMANCE MANAGEMENT OF SOFTWARE PROJECTS

A THESIS Submitted in partial fulfillment of the requirement for the award of the degree of

DOCTOR OF PHILOSOPHY in FACULTY OF MANAGEMENT SCIENCE By G S S RAMAKRISHNA SASTRY [Reg. No. 09 03 PH 1344]

RESEARCH AND DEVELOPMENT CELL

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD KUKATPALLY, HYDERABAD 500 085 INDIA AUGUST 201

DECLARATION I hereby declare that the work de cribed in the the i ! entitled " L!"#!$%&'( )*+"$#% C*,-.'/) R!%*.0)'*, -*$ P!$-*$1",/! M","2!1!,) *- S*-)+"$! P$*3!/)% # which i being $b%itted by %e in &artial '$l'ill%ent 'or the award o' (octor o' Philo o&hy )Ph.(.* in M","2!1!,) S/'!,/! to the +awaharlal Nehr$ ,echnological -ni.er ity Hyderabad! /$kat&ally! Hyderabad )0.P.* 1200 032! i the re $lt o' in.e tigation carried o$t by %e $nder the g$idance o' (r. 4. 5adh$ $dhan Pra ad! Pro'e or and 6hair%an! Board o' 7t$die 'or 5anage%ent 7cience ! 7chool o' 5anage%ent 7t$die ! +N, -ni.er ity Hyderabad and (r. 5. Prabhakar Reddy! Reader in 6o%%erce! Bhadr$ka 6ollege o' 6o%%erce! /achig$da! Hyderabad. ,he work i original and ha not been $b%itted 'or any (egree8(i&lo%a o' thi or any other -ni.er ity.

Place9 Hyderabad (ate9 7ignat$re Na%e9 : 7 7 Ra%akri hna 7a try Roll No.9 09 03 PH 1344

CERTIFICATE

,hi i to certi'y that the the i entitled " L!"#!$%&'( )*+"$#% C*,-.'/) R!%*.0)'*, -*$ P!$-*$1",/! M","2!1!,) *- S*-)+"$! P$*3!/)% # that i being $b%itted! by S$' G S S R"1"4$'%&," S"%)$5 in &artial '$l'ill%ent 'or the award o' Ph.(. in M","2!1!,) S/'!,/!, to the +awaharlal Nehr$ ,echnological -ni.er ity Hyderabad i a record o' bona'ide work carried o$t by hi% $nder o$r g$idance and $&er.i ion. ,he re $lt e%bodied in thi the i ha.e not been $b%itted to any other -ni.er ity or In tit$te 'or the award o' any degree or di&lo%a.

7ignat$re o' 7$&er.i or (r. 4. 5adh$ $dhan Pra ad! Pro'e or and 6hair%an! Bo7 'or 5anage%ent 7cience ! 7chool o' 5anage%ent 7t$die !

7ignat$re o' 6o17$&er.i or (r. 5. Prabhakar Reddy! Reader in 6o%%erce! Bhadr$ka 6ollege o' 6o%%erce! /achig$da!

+awaharlal Nehr$ ,echnological -ni.er ity Hyderabad ; 2000<=. /$kat&ally! Hyderabad ; 200 032.

A/4,*+.!#2!1!,)% I thank god 'or choo ing %e a an in tr$%ent to acco%&li h thi ta k. I a% dee&ly grate'$l to %y $&er.i or (r. 4 5adh$ $dhan Pra ad! Pro'e or and

6hair%an! Board o' 7t$die 'or 5anage%ent 7cience ! 7chool o' 5anage%ent 7t$die ! +N, -ni.er ity Hyderabad and (r. 5. Prabhakar Reddy! Reader! Bhadr$ka 6ollege o' 6o%%erce! Hyderabad 'or their g$idance thro$gho$t %y re earch work. >itho$t their hel& and enco$rage%ent I co$ld not ha.e co%&leted the re earch t$dy. I a% thank'$l to %y 'a%ily %e%ber and 'riend 'or their con tant hel& and

enco$rage%ent! who $&&orted %e in co%&leting %y re earch work. I thank ,ata 6on $ltancy 7er.ice ?td.! 'or allowing %e to &$r $e the the i work d$ring %y ten$re with it. 5y thank are d$e to %y colleag$e and %y %anager ! e &ecially %y :ro$& ?eader 5r. 5. 7rikri hna! who e con tant enco$rage%ent &a.ed the way 'orward 'or %e. I a% thank'$l to 0cade%ic 0 i tant and Re earch 7cholar at 7chool o' 5anage%ent 7t$die ! +N, -ni.er ity! Hyderabad who hel&ed %e d$ring %y re earch work. I a% &artic$larly thank'$l to %y colleag$e 'ro% ,ata 6on $ltancy 7er.ice ?td. and 5r. 4i.ekananda 7$ri! (irector! @racle India P.t ?td.! who re.iewed %y A$e tionnaire! $gge ted a&&ro&riate correction and &ro.ided con tant $&&ort thro$gho$t the re earch work. I a% thank'$l to 5r. 7$Bendra 7wa%y! Re earch 7cholar! 7chool o' 5anage%ent 7t$die ! +N, -ni.er ity! Hyderabad! who hel&ed %e in clari'ying and $gge ting $itable tati tical techniA$e in analyCing the relation hi& . ,hank are d$e to e.ery re &ondent who ha 'illed the A$e tionnaire! the re &on e o' who% beca%e the ba i 'or the e%&irical re earch.

A6%)$"/) ,he t$dy i 'oc$ ed on $nder tanding the con'lict occ$rring d$ring o'tware &roBect i%&le%entation and e''ect o' &er'or%ance %anage%ent y te% 'ollowed by organiCation and ?eader hi& tyle 'ollowed to re ol.e the e con'lict . ,he t$dy con ider 'i.e i%&ortant di%en ion o' the o'tware &roBect $ch a ProBect ched$le ! 6o t o.err$n ! co%%$nication %echani % de'ined in the &roBect ! h$%an re o$rce 'actor and c$ to%er con'lict d$ring &roBect i%&le%entation. ?iterat$re re.iew di c$ ed &re ent $nder tanding a.ailable in the e area and identi'ie ga& 'or the re earcher to t$dy '$rther. Ba ed on the ga& ! hy&othe e were identi'ied and $ ed 'or e%&irical .eri'ication .ia tati tical tool . 0 A$e tionnaire i de igned 'or the &$r&o e o' %ea $ring con'lict occ$rring d$ring o'tware &roBect i%&le%entation and &er'or%ance %anage%ent and leader hi& tyle 'ollowed by %anager to re ol.e the e con'lict . ,hi re earch wa carried o$t in o'tware ind$ try in Hyderabad! India. ,he a%&le con i t o' %anager in the o'tware ind$ try! who are %anaging o'tware &roBect a &roBect %anager . ,he &o&$lation con i t o' .ario$ le.el o' %anager . Dactor 0naly i wa carried o$t 'or ProBect Per'or%ance 5anage%ent and ?eader hi& 'or con'lict &ara%eter to elect highly in'l$encing 'actor . Po t1hoc ($ncan 0naly i 'or the &roBect de%ogra&hic 'or the con'lict &ara%eter wa carried o$t to 'ind the di''erence in %anagerE o&inion on each o' the in'l$encing &ara%eter . Hy&othe e were 'ra%ed ba ed on the o$t&$t gi.en by ($ncan 0naly i and Dactor 0naly i . ,hi re earch in'er a &o iti.e relation between o'tware &roBect de%ogra&hic and con'lict occ$rring d$ring &roBect i%&le%entation beca$ e o' integration i $e ! co&e change a'ter reA$ire%ent 'reeCing by c$ to%er ! reward and recognition %echani % de'ined in the &roBect ! role con'lict ! tea%

e%&ower%ent to co%&lete deli.erable on ti%e! &$blication o' co t ba eline8.ariance

vi

to all take holder ! $&er.i orE co%%$nication abo$t tea% %e%berE &er'or%ance e.al$ation. ,he re earch al o in'er that there i no relation between reA$ire%ent 'reeCing and ign1o'' deli.erable by c$ to%er ! leaderE liai on with c$ to%er and &roBect tea% ! leaderE eF&erti e in &re&aration o' er.ice le.el agree%ent ! tracking co&e change thro$gh well de'ined change control %echani % . ,he di c$ ion o' re $lt ! a'ter the tati tical analy i ! gi.e $ e'$l in ight 'or re ol.ing con'lict occ$rring d$ring o'tware &roBect i%&le%entation and &er'or%ance %anage%ent y te% and leader hi& tyle to be 'ollowed to re ol.e the con'lict and enhance leader hi& kill a%ong %anager in the o'tware ind$ try.

vii

T"6.! *- C*,)!,)% C&"()!$ P"2! N016!$

0b tract............................................................................................................................i. ,able o' 6ontent ............................................................................................................iii ?i t o' ,able ...................................................................................................................Fi ?i t o' Dig$re .................................................................................................................F. C&"()!$ I 9 INTRODUCTION.......................................................................................1 1.1 >hat i a 7o'tware ProBect..........................................................................................1 1.1.1 7o'tware ProBect ?i'e 6ycle....................................................................................3 1.1.< Re &on ibilitie o' a ProBect 5anager..................................................................... 2 1.< -nder tanding o' 7o'tware 6on'lict ..........................................................................= 1.<.1 5ain rea on 7o'tware 6on'lict .............................................................................9 1.3 ProBect Per'or%ance 5anage%ent............................................................................11 1.4 ?eader hi& acti.ity to re ol.e 7o'tware 6on'lict ....................................................13 1.2 7igni'icance o' the Re earch ....................................................................................14 1.G Need 'or the 7t$dy ................................................................................................... 12 1.= 6ha&teriCation...........................................................................................................1= C&"()!$ II 9 REVIEW OF LITERATURE................................................................ <1

Re'erence .....................................................................................................................19= 0&&endiF9 H$e tionnire................................................................................................<1<

viii

L'%) *- T"6.!% T"6.! N016!$ <.1 T"6.! N"1! Relation hi& to be t$died between 7o'tware (e%ogra&hic .ariable and 6on'lict ! Per'or%ance %anage%ent and ?eader hi& 'or con'lict . 7a%&le co%&anie @rganiCation ty&e wi e 7a%&le co%&o ition by @rganiCation)6o%&any* ty&e 7a%&le co%&o ition by :ender 7a%&le co%&o ition by 5anagerial Hierarchy 7a%&le co%&o ition by Pri%ary B$ ine 7a%&le co%&o ition by 7&an o' 6ontrol 7a%&le co%&o ition by Re &ondent 0ge 7a%&le co%&o ition by Re &ondent Id$cation 7a%&le co%&o ition by ,otal >ork IF&erience 7a%&le co%&o ition by ProBect 5anage%ent IF&erience 7a%&le co%&o ition by ProBect 5anage%ent 6erti'ication 7a%&le co%&o ition by No. o' &roBect %anaged 7a%&le co%&o ition by ProBect 7(?6 Pha e 7a%&le co%&o ition by 5anage%ent 7tyle 7a%&le co%&o ition by 5anager 7$&er.i orE 5anage%ent 7tyle 5a&&ing o' A$e tion to elected di%en ion 6ronbach 0l&ha .al$e in &ilot t$dy /5@ and BartlettJ 0naly i ,e t .al$e 'or co%bined Dactor 0rea P"2! N016!$ 21

3.1 3.< 3.3 3.4 3.2 3.G 3.= 3.3 3.9 3.10 3.11 3.1< 3.13 3.14 3.12 3.1G 3.1= 4.1 4.< 4.3 4.4

G< G4 G4 G2 G2 GG GG G= G= G3 G3 G9 G9 =0 =1 33 32 39 91 9< 93

,otal 4ariance IF&lained 'or co%bined Dactor 0naly i Rotated 6o%&onent 5atriF 'or @.erall Dactor 0naly i Per'or%ance 5anage%ent and ?eader hi& 'or con'lict Dactor

ix

4.2 4.G 4.= 4.3 4.9 4.10

6on olidated ($ncan 0naly i .al$e o' in'l$encing 'actor 'or 6on'lict )5anagerial ?e.el Para%eter* 6on olidated ($ncan 0naly i Hierarchy Para%eter 6on olidated Para%eter ($ncan 0naly i Re $lt 'ro% 5anagerial 'ro% other

92 99 100 10< 10< 102

Re $lt

7$%%ary o' Re $lt 'ro% ($ncan 0naly i 'or "DreA$ently# occ$rring 6on'lict ba ed on ($ncan 0naly i 7$%%ary o' Re $lt 'ro% ($ncan 0naly i 'or "Rarely# occ$rring 6on'lict ba ed on ($ncan 0naly i 7o'tware ProBect (e%ogra&hic . . 6on'lict on &roBect ched$le d$ring integration leading to delay in o.erall deli.ery o' the &roBect. 7o'tware ProBect (e%ogra&hic . . 6on'lict on the ched$led deli.ery o' the &roBect beca$ e c$ to%er changed co&e a'ter 'reeCing reA$ire%ent . 7o'tware ProBect (e%ogra&hic . . 6on'lict beca$ e o' 7$&er.i orE 6o%%$nication abo$t ,ea% 5e%berE Per'or%ance I.al$ation 7o'tware ProBect (e%ogra&hic . . 6on'lict between ProBect 5anager and 7enior 5anage%ent while &ro.iding the h$%an re o$rce on ti%e 7o'tware ProBect (e%ogra&hic . . 6on'lict regarding Recognition and 0&&reciation o' ,ea% 5e%berE 0chie.e%ent 7o'tware ProBect (e%ogra&hic . . 6on'lict in re ol.ing &er onal co%&laint to a ociateE ati 'actory le.el 7o'tware ProBect (e%ogra&hic . . 6on'lict regarding creation o' o&&ort$nitie to enhance career &ro &ect to tea% %e%ber . 7o'tware ProBect (e%ogra&hic 7$&er.i orE Role 6on'lict . . 6on'lict when &laying d$e to e.eral

4.11

10=

4.1<

109

4.13

111

4.14

113

4.12 4.1G

112 11=

4.1=

119

Role 8,a k in the &roBect. 4.13 7o'tware ProBect (e%ogra&hic . . 6on'lict with c$ to%er 1<1

regarding ReA$ire%ent 'reeCing on ti%e 4.19 4.<0 4.<1 7o'tware ProBect (e%ogra&hic . . 6on'lict with c$ to%er d$ring 7igning1o'' &roBect deli.erable on ti%e 7o'tware ProBect (e%ogra&hic . . ?eaderE ?iai on with 6$ to%er and ProBect ,ea% 7o'tware ProBect (e%ogra&hic . . 7$&er.i orE di c$ ion with tea% %e%ber regarding &er'or%ance e.al$ation on the et goal 7o'tware ProBect (e%ogra&hic . . Reward 8Recognition thro$gh DleFible co%&en ation tr$ct$re 'or high &er'or%er . 7o'tware ProBect (e%ogra&hic . . ,ea% I%&ower%ent to co%&lete deli.erable on ti%e. 7o'tware ProBect (e%ogra&hic . . ,rack co&e change thro$gh well de'ined change control %echani % and I $e log. 7o'tware ProBect (e%ogra&hic . . P5E reg$lar interaction with c$ to%er to 'reeCe reA$ire%ent and ign1o'' o'' deli.erable on ti%e 7o'tware ProBect (e%ogra&hic . . ProBect 5anagerE 1<3 1<2 1<=

4.<< 4.<3 4.<4

1<9 131 133

4.<2

132

4.<G

13=

&$blication o' co t ba eline8.ariance to all take holder on 'reA$ent ba i . 4.<= 7o'tware ProBect (e%ogra&hic . . I%&ower%ent gi.en to tea% %e%ber by ProBect 5anager to take deci ion on their work to deli.er the &roBect on ti%e. 7o'tware ProBect (e%ogra&hic . . ?eaderE eF&erti e in &re&aration o' 7?0 in agree%ent with .endor to deli.er good on ti%e a &er igned contract7 5odel 7$%%ary 'or 6on'lict &ara%eter 4.30 0N@40 'or 6on'lict Para%eter 4.31 Regre ion coe''icient 'or 6on'lict 4.3< 5odel 7$%%ary 'or Per'or%ance 5anage%ent Dactor 4.33 4.34 0N@40 'or Per'or%ance 5anage%ent Para%eter Regre ion 6oe''icient 'or Per'or%ance 5anage%ent 121 123 149 14G 144 139

4.<3

141

4.<9

143

xi

&ara%eter 4.32 4.3G 4.3= 2.1 2.< 2.3 5odel 7$%%ary 'or ?eader hi& Dactor 0N@40 'or ?eader hi& 'or 6on'lict Para%eter Regre ion 6oe''icient 'or ?eader hi& 'or 6on'lict 6o%bined Dactor 0naly i Re $lt KDreA$entlyE @cc$rring 6on'lict ba ed on ($ncan 0naly i Hy&othe e Re $lt 12G 123 129 1G4 1G2 1GG

L'%) *- F'20$!%8C&"$)%

C&"$) N016!$ 4.1

C&"$) N"1! 7cree Plot 'or 6o%bined Dactor 0naly i

P"2! N016!$ 90