Systems Analysts' Attitudes Toward Information Systems Development

Certain researchers argue that systems analysts are too technical, a situation that may contribute to system failures. The results of this study, however, contradict this argument. By applying a framework of Dos Santos and Hawk (1988), analysts were found to have three primary orientations: technical, socio-political and user. No one orientation dominated. Using the framework applied in this study, managers can consider the analysts’ orientations in assigning development activities. Researchers can identify diverse orientations in future studies where attitudes may be significant predictors of system performance or development success.

Five Small Secrets to Systems Success

A pervasive theme today regarding the performance of new systems is “many systems are technical successes, but organizational failures.” Systems that are well designed often fail to meet user expectations at implementation. This chapter details and analyzes the implementation of a major operations support system at a large U.S. firm that fits this theme. Measurements (of success) from a quasi-experiment are used to accurately measure user performance and user expectations pre- and post-system implementation. These measurements offer solid proof that the system achieved key user defined objectives. ... And yet, the system is widely viewed as a failure. This chapter highlights the "organizational chaos" that "technically successful" systems often cause in user organizations when the Systems Delivery process (how systems are delivered to users) is ineffectual. In effect, systems are dropped off at the users' doorsteps. A prescriptive model using five key guidelines is proposed for effective management of the Systems Delivery process. These five relatively small secrets can save corporations millions in investment dollars, reduce negative impacts to customer service, and enhance employee morale and systems acceptance.

Utilization and User Satisfaction in End-User Computing

There has been much controversy regarding the relationship between utilization and user satisfaction. Moreover, conflicting empirical results on that relationship have been reported. Based on the information processing view, a new, alternative model which can resolve this conflict is suggested. The model includes the congruence of task uncertainty and utilization and the contingent effect of task uncertainty on the relationship between utilization and user satisfaction in the context of end-user computing (EUC). This new model is moderately supported by an analysis of data obtained from 134 end-users in 16 Korean business organizations. The results imply that we should pay attention to the fit between task uncertainty and utlization to promote user satisfaction. The results also provide a framework which resolves the inconsistent relationship between utilization and user satisfaction. Implications and future research directions are drawn for further research on MIS and EUC and for the management of EUC.

Tailoring Software Development Processes Along TQM Concepts

A number of researchers (e.g., Rockart and Scott-Morton, 1984; Porter, 1985, 1992; Gilmour and Hunt, 1993; Leonard-Barton and Sinha, 1993; Alter, 1996) have emphasised the potential that information systems have for providing the competitive edge. The perception that an organisation is at a competitive disadvantage without computer systems has significantly increased users’ expectations for information systems. These expectations have been further increased by the sensational media promotions of new computer products and services in the marketplace. Some vendors, acting in their own self-interest, may make inflated claims about their products putting more gap between users’ expectations for information systems and the actual services delivered by the systems. The information technology industry has come under growing pressure to produce high-quality systems quickly and inexpensively to satisfy to growing user expectations (Lederer and Mendelow, 1990). This chapter looks at how some of the concepts of TQM can be applied to narrow the user expectations gap for information systems.

The Relationship of Some Personal and Situational Factors to IS Effectiveness

Most, if not all, of the empirical evidence on information systems effectiveness and its associated factors is confined to the use of data from developed countries in particular from the USA. The findings of such research cannot necessarily be generalized to other environments where the social, economic and cultural characteristics are different. Such evidence needs to be first validated using cross-cultural research before it can be used to manage global information systems effectively. This chapter reports on the results of research aimed at testing the relationship of user’s age, tenure in the job, organizational level, education, training, duration of system use, and involvement in system development to information systems effectiveness, as measured by user satisfaction and systems usage. Data were collected from 120 managers in 22 Egyptian banks. Age, tenure in the job, and user involvement in systems development were found to be positively correlated with user satisfaction. However, age, organizational level and education were found to be negatively associated with system usage. While beneficial to the Egyptian IS managers, such evidence from developing countries should contribute to the building of a general theory of transnational global information systems.

Our Mousetrap's Fine

Over the last decade, researchers of user satisfaction have continued to examine the elusive failure of information systems (IS) amidst advances in computer technology. This chapter suggests that despite the very important findings in the area of user satisfaction, very little is finding its way to the day-to-day practices. The chapter continues to suggest that even more alarming is the notion that most users expect that systems will be difficult to use and there is little demand by them for the inclusion of psychological and organisational aspects to be included in information systems. This is supported by results of a pilot study examining criteria used for repurchase of computing technology. Finally, the chapter briefly examines the organisational culture which appears to prevent users demanding more attention to user satisfaction criteria and proposes some necessary inclusions for an infrastructure; users will begin to expect and demand the inclusion of psychological and organisational aspects in the development and implementation of information systems.

Armadillo Power & Light

Armadillo Power & Light Company (AP&L), headquartered in Hondo (TX), provides electric service to the lower half of the Lone Star State. AP&L is a wholly owned subsidiary of Texas Power Corporation, an electric utility holding company. The General Accounting (GA) Department of AP&L is primarily responsible for closing the company books on a monthly basis. After the books are closed, GA is responsible for providing senior management with data relating to key operating results. This data includes a comparative income statement, analysis of rate of return on common equity, analysis of operating revenues and megawatt hours (MWH) sales (as shown in Figure 1), analysis of sources and disposition of energy, and analysis of operation and maintenance expenses by function.

Trends in Information Technology in Small Businesses

It is widely recognized that IT has made considerable inroads into large organizations, such that the majority now rely on IT for their day-to-day operations. The position regarding small businesses is less clear as they face somewhat different opportunities and constraints. In particular, the approach to the introduction of IT into small firms in less developed national IT environments has received little attention in the literature. This chapter reports on the results of a survey of the approaches adopted by small firms in Greece. The findings are analyzed in terms of previous experience with computers, factors influencing the decision to adopt IT, advice received, staff involvement in IS development, training and problems encountered and the solutions adopted. The results are compared with a study performed five years earlier in order to identify recent trends.

Incremental Cross-Generation Versioning in Decomposable Internet Software Products

The most important factor distinguishing firms is the possession of knowledge, and the core differentiating skill is the ability to deploy that knowledge to their competitive advantage (Scott, 1998). Products of the turbulent information industries (Mendelson and Kraemer, 1998), especially those facilitated by the Internet, show the hitherto unseen promise of increasing returns. The flexibility to survive in turbulent technological environments, however, can only be achieved if positive feedback is not suppressed (Hall, 1997). This chapter examines incremental development and maintenance of software products designed to be used, delivered, and maintained through the Internet. Complex software products often go through a process of iterative evolution across several rapidly delivered versions, and the opportunities for knowledge management and application that arise in the midst of their evolution are discussed. We describe how both development and maintenance/upgrading of Internet software must be addressed in ways extending beyond traditional methods used for “traditional” information systems maintenance. Drawing on a diverse theory base, including information economics, emergence theory, and knowledge-based innovation, characteristics of Internet-based software applications are described; linkages between application modularity and decomposability with process knowledge are first explored; feasibility of managing component knowledge and renewing architectural knowledge is discussed; and finally, a conceptual model for managing process knowledge across generations and versions of decomposable applications to support software maintenance and evolution is presented.

Key Issues in the MIS Implementation Process

Many issues that have the potential to affect the success of an information system development project have been discussed in the literature. Three issues which appeared to discriminate between successful and unsuccessful projects were identified in a 1981 study by Ginzberg. The present study enhances and expands his analysis to evaluate the stability of these issues. The purpose of this updated study is to identify which issues are associated with system development success as measured by computing satisfaction. The results indicate that although some of the issues identified by Ginzberg continue to be relevant to implementation success, their character has changed somewhat. Based on the responses from six companies, end-user computing satisfaction can be explained by the extent of project definition and planning, organizational commitment, breadth of analysis, user responsibility, and commitment to change. User ownership of the system was not considered a issue in the implementation process.