Managing Relationship-driven Competence Dynamics in Professional Service Organisations

Client relations play a major role in the competence development of professional service providers. However mutuality and particularity are also key concerns in providers' client relationships. Therefore four inter-linked frameworks for classifying relationship-related competence dynamics at the levels of the organisation, relationship, and network of relationships are presented. The frameworks are illustrated in a case concerning fault diagnosis software projects undertaken by Finnish contractual R&D provider VTT Electronics. Finally, suggestions are made concerning the use of the frameworks by managers of professional service organisations to develop an increased understanding of their own client relationship-specific competence dynamics.