Exploring the Complex Interface between IT Professional and HR: Building Flexibility Applying Cybernetic Concepts

Abstract

This chapter is aimed at modelling the complex interface between IT professionals and the human resource (HR) function in an Indian IT software services organization using systemic theories and models. Interface implies the touch points where the services of HR are enabled, from the fundamental sourcing of resources, which is a key activity in the HR value chain from recruitment, to retirement. Complexity emanates as a result of multiple interacting factors unique to this industry, primarily the IT software service organizations. It employs a skilled intellectual workforce (that works with and produces ideas) and functions as a knowledge industry that generates intellectual capital (Kesav, The challenge of building a software industry in developing countries, 1999; Kummamuru, IEEE International Conference, 2012). This demands an effective and distinctive HR function which enables and supports the work of an IT professional. According to Harvey et al. “If IT HR practices are based on invalid routine type images of IT professionals, HR practices will be ineffective, resulting in negative consequences with higher-than-expected turnover and decreased performance” (Harvey et al., Commun ACM, 2006). Therefore, the study aims at understanding what is systemically inadequate with the design of this complex interface. Complexity has been defined across several disciplines from physics to philosophy. The challenge is to explore this complexity from a management perspective. This chapter applies the viable systems model developed by Stafford Beer to comprehend and manage this complexity, and Ross Ashby’s concept of variety—taken to represent the number of states of a system to discuss complexity and variety matching for viability (Ashby, An introduction to cybernetics, 1956). The chapter broadly outlines the IT industry and HR landscape, the interface between IT and HR in an organizational context, details the cybernetic concepts of VSM and variety matching and concludes by modelling the context into these systemic models at a broad level. The main aim of the chapter is to dwell on the models and carry out a first level application to the context. Future studies will work along those dimensions.