The purpose of this paper is to present the development of the relationship management maturity model (RMMM), the output of an initiative aimed at bridging the gap between business units and the IT organisation. It does this through improving and assessing knowledge sharing between business and IT staff in Finco, a large financial services organisation.
The objectives were achieved by undertaking ethnographic research with the relationship managers (RMs) as they carried out their activities, and developing the RMMM by visualizing the development of a community of practice (CoP) between business and IT.
The RMMM demonstrates a learning mechanism to bridge the business/IT gap through an interpretive approach to knowledge sharing by defining knowledge sharing processes between business and IT and defining the tasks of the relationship managers as facilitators of knowledge sharing.
More research is necessary to determine whether the RMMM is a useful tool on which Finco can base the development of RM over the next few years.
The RMMM acts as a practical knowledge management tool, and will act as a future reference for the RMs as they attempt to further develop the business/IT relationship.
The findings provide an initial endorsement of the knowledge sharing perspective to understand the business/IT relationship. Also, the RMMM can be used to identify problematic issues and develop processes to address them.
