The influence of product and service ratio on stakeholder interaction in software system development

Software systems have a growing importance in how services are delivered in the present-day. New methods and technologies are constantly introduced for realizing novel services in a wide range of industries. For example, software has been integral to the delivery of financial services. In this study, stakeholder engagement in the development of software systems is examined. Two software development projects are selected for their varying degrees of product and service content. Both teams use an adapted stakeholder identification framework developed for the healthcare industry to identify stakeholders for the new software systems. This paper presents the preliminary conclusion that the adapted stakeholder identification framework is suitable for new financial services software system development. The differences in stakeholders for the development of new software systems of dissimilar product-service mix are discussed in the paper, highlighting four key observations in the perspectives of product quality, relationship management, product support by customer, and service delivery process.