A SOFT SYSTEMS APPROACH TO INFORMATION SYSTEMS QUALITY

Traditional approaches to Information System (IS) development have concentrated upon a production view of quality associated with a controlled development process and metrics that monitor attributes such as software usability, the number of software errors, and developer productivity. IS quality is also concerned with a use view of quality-how those software artefacts are used within an organisational context, recognising the need for a never-ending learning cycle based on experience of the product in use. Soft Systems Methodology (SSM) is proposed as a framework for considering a relevant notion of IS use quality, enabling discussion to take place about the quality requirements of a technical artefact within the context of an organizational setting. Using the rigour of systemic thinking as a basis, criteria for the assessment of IS quality, labelled the 5Es (efficacy, efficiency, elegance, effectiveness and ethicality), are introduced as a way of identifying the aspects of IS quality that are of concern. A modified form of SSM that incorporates stakeholder analysis and an emphasis on the cultural aspects of quality is proposed for the definition of a relevant (in-context) notion of IS quality

Augmenting the Participatory Design Concept in Systems Development

Participatory Design (PD) is an effective tool for designing organizational systems where views, aspirations and the input of both the system users and developers are sought and reconciled in the development of a system. This paper attempts to highlight and identify the fit between the Soft Systems Methodology (SSM) as applied in systems development and the tools of the Quality Function Deployment (QFD) as applied in manufacturing and how that fit does enhance Participatory Design in systems development. By recognizing the complementarities of the tools of these two approaches (SSM and QFD), we can enhance Participatory Design in systems development. Findings from literature review show that a comprehensive application of this concept is yet to be done in information systems development. The approach builds on the seven phases of Soft Systems Methodology by applying the Quality Function Deployment techniques to elicit information from complex and amorphous real-world situations to augment the Participatory Design process.Keywords: Participatory Design; Soft Systems Methodology; Quality Function Deployment; House of Qualit

Re-presenting the Literature Review: A Rich Picture of Service Quality Research in Information Systems

This paper offers an alternative method for conceptualising and presenting an information systems literature review, based on Checkland’s Soft Systems Method (SSM). We apply this approach to service quality research in the Information Systems (IS) field. Despite a large volume of existing literature, the number of new articles published in this area continues to increase, without achieving a consensus on a set of generalisable and predictive dimensions of service quality in the information systems context. We perform a CATWOE analysis and develop a rich picture of the development and current status of service quality research in information systems. We find this alternative conceptualisation of the literature review offers fresh insights. We suggest that the potential of service quality research to enact meaningful transformations in the information systems area, plus the active sponsorship of the “owners” of the research explains its continuing popularity, despite weak predictive power

National quality and performance system for Divisions of General Practice: early reflections on a system under development

Governments are increasingly introducing performance management systems to improve the quality and outcomes of health care. Two types of approaches have been described: assurance systems that use summative information for external accountability and internally driven systems that use formative information for continuous quality improvement. Australia recently introduced a National Quality and Performance System (NQPS) for Divisions of General Practice that has the dual purposes of increasing accountability and improving performance. In this article, we ask whether the framework can deliver on its objectives for achieving accountability and fostering performance improvement. We examine the system in terms of four factors identified in a recent systematic review of indicator systems known to improve their use. These are: involving stakeholders in development; having clear objectives; approach to data collection and analysis including using 'soft data' to aid interpretation; and feeding back information. RESULTS: We found that early consultative processes influenced system development. The system promotes the collection of performance information against defined program objectives. Data includes a mix of qualitative and quantitative indicators that are fitted to a conceptual framework that facilitates an approach to performance assessment that could underpin continuous quality improvement at the Division level. Feedback of information to support the development of quality improvement activities has not been fully developed. CONCLUSION: The system currently has elements that, with further development, could support a more continuous quality improvement or assurance based approach. Careful consideration needs to be given to the development of methods for analysis and review of performance indicators, performance assessment and engagement with consumers. The partnership arrangement that supported early development could be expected to serve as an important vehicle for further development

Soft systems approach to information problems at the structural level of health care

Different forces are increasing the need for improved methods that measure quality in health care. Elements of structure, process, and outcome need to be identified, defined, and monitored in order to assess quality of health care. Systems theory and methodology have been applied to a broad spectrum of health care problems. Much of the analytical work has taken place at the process/operational level. Accordingly, the information/decision processes are usually supported at the operational/managerial level. The information bases for decisions and action-taking at the structure and policy level however, require further analysis and research. In this research, a problem situation regarding information access and use was identified at the structure level of a "health care system". The problem focused on the barriers, values, and impact of scientific and technical information, as assessed by 36 physicians who play the role of regional coordinators for conducting activities on health education and research within the "system". The hypothesis underlying this work is that a Soft Systems approach can be used as a methodology to understand and learn about the information problems that exist at the structure level of a "health care system". It is estimated that through the inquiry process of Soft Systems Methodology, results can contribute to identify a pathway whereby the role of information access and use on quality of health, at the structure-process and process-outcome levels of health care be established. Soft Systems Methodology was useful both (1) to tackle information problems at the structure level of health care; and (2) to enrich the different concepts of human activity systems that participate in the delivery of health care at the structure, process, and outcome levels. This research provided a model to such approach. Recommendations and further lines of research are also proposed

Rámec pro posouzení kvalitativních hledisek informačních systémů

Záměrem předložené disertační práce je porozumět tomu, jak investoři v konkrétním společenském kontextu vnímají význam kvality informačních systémů. Ze studia literatury zabývající se přístupy a rámci hodnocení kvality informačních systémů vyplývá, že tato kvalita je obecně hodnocena z hlediska striktního přístupu. V této práci je ukázáno, že kvalitu informačního systému lze smysluplně pochopit použitím interpretačního paradigmatu a že kvalita informačního systému je definována společensky a ovlivňována kontextem tohoto systému. Studie byla zahájena průzkumem dvaceti libyjských organizací. Podrobnější data byla získána z případové studie dvou vybraných libyjských organizací působících ve veřejném sektoru. Při empirické analýze nashromážděných dat bylo využito rámce mnohočetné perspektivy, který zahrnuje hlediska teorie strukturalizace, pojem mnohočetných perspektiv a metodologii měkkých systémů. V práci se dospělo ke zjištění, že: a) kvalita informačních systémů je pojata šíře, než je tomu u tradiční definice kvality, b) mnohočetné perspektivy kvality informačních systémů jsou ovlivněny opakovanou interakcí mezi investorem a institucionálními vlastnostmi kontextu informačního systému a že c) rozdílné hodnoty v kulturním prostředí a vnějším kontextu ovlivňují rozsah působnosti investora a interakce v kontextu informačního systému. Ze závěru práce vyplývá, že společenská skladba mnohočetných perspektiv kvality informačního systému je ovlivněna strukturalizačními procesy mezi investory a vlastnostmi v kontextu informačního systému.This thesis is concerned with understanding how stakeholders in a particular cultural context construct the multiple meanings of ‘Information Systems Quality’ (IS Quality). A review of literature on approaches and frameworks for IS quality shows that the IS quality is generally examined through a ‘hard approach’. This study demonstrates that IS quality can be meaningfully understood through an interpretive paradigm, and that IS quality is socially constructed and influenced by the IS context. The study began with an exploratory survey of twenty Libyan organizations. Data were gathered through a case study of two public sector organizations in Libya. A Multiple Perspective Framework (MPF) that incorporates ideas from structuration theory, multiple perspectives concept, and soft systems methodology (SSM) was used to analyze the empirical work. The findings revealed that: (a) IS quality is a broader conception than the traditional quality definition, (b) the multiple perspectives of IS quality are influenced by repeated interaction between the stakeholder and institutional properties in the IS context, and (c) mediation of different values in the culture system and in the external context influence the extent of stakeholder agency and interaction in the IS context. The study concluded that the social construction of multiple perspectives of IS quality is influenced by the structuration processes between stakeholders and properties in the IS context.

Stream-based active learning with linear models

The proliferation of automated data collection schemes and the advances in sensorics are increasing the amount of data we are able to monitor in real-time. However, given the high annotation costs and the time required by quality inspections, data is often available in an unlabeled form. This is fostering the use of active learning for the development of soft sensors and predictive models. In production, instead of performing random inspections to obtain product information, labels are collected by evaluating the information content of the unlabeled data. Several query strategy frameworks for regression have been proposed in the literature but most of the focus has been dedicated to the static pool-based scenario. In this work, we propose a new strategy for the stream-based scenario, where instances are sequentially offered to the learner, which must instantaneously decide whether to perform the quality check to obtain the label or discard the instance. The approach is inspired by the optimal experimental design theory and the iterative aspect of the decision-making process is tackled by setting a threshold on the informativeness of the unlabeled data points. The proposed approach is evaluated using numerical simulations and the Tennessee Eastman Process simulator. The results confirm that selecting the examples suggested by the proposed algorithm allows for a faster reduction in the prediction error.Comment: Published in Knowledge-Based Systems (2022

Multi-rate data fusion for state and parameter estimation in (Bio-)chemical process engineering

For efficient operation, modern control approaches for biochemical process engineering require information on the states of the process such as temperature, humidity or chemical composition. Those measurement are gathered from a set of sensors which differ with respect to sampling rates and measurement quality. Furthermore, for biochemical processes in particular, analysis of physical samples is necessary, e.g., to infer cellular composition resulting in delayed information. As an alternative for the use of this delayed measurement for control, so-called soft-sensor approaches can be used to fuse delayed multirate measurements with the help of a mathematical process model and provide information on the current state of the process. In this manuscript we present a complete methodology based on cascaded unscented Kalman filters for state estimation from delayed and multi-rate measurements. The approach is demonstrated for two examples, an exothermic chemical reactor and a recently developed model for biopolymer production. The results indicate that the the current state of the systems can be accurately reconstructed and therefore represent a promising tool for further application in advanced model-based control not only of the considered processes but also of related processes

Towards effective governance of information in a Brazilian agricultural research organisation

There are three different uses of the term 'information' in ordinary language: in the restricted sense, it means diverse types of material objects, such as data or documents ('information as thing'); alternatively, the term is used as in reference to the act of informing or becoming informed ('information as process'), or to equate to knowledge ('information as knowledge'). Each of these connotations represents a legitimate view of information in its own right, being equally significant to information-intensive organisations. The literature lacks studies that approach information from an integrative viewpoint, however. The purpose of this study was to explore and develop the notion of 'information governance' as an integrative, systemic approach to information in the context of research organisations. Soft Systems Methodology was used in a case study involving the Brazilian Agricultural Research Corporation. Qualitative data was gathered through in-depth interviews with researchers and information/knowledge managers, followed by a thematic, two-level analysis. From a 'macro level' of analysis (the wider Brazilian agricultural research system) it was found that, to solve increasingly complex research problems, collaborative, multidisciplinary networking is needed. On the other hand, competitive forces are continuously emanating from the systems of research steering, funds and resources' allocation, quality control, and recognition and reward. This conflict inhibits the collaborative sharing of 'information as thing' and 'as knowledge', disturbs internal communication flows and contributes to low levels of synergy and cross-departmental partnerships, ultimately affecting research outcomes. At a 'meso level' (the local practices and culture of agricultural knowledge production), different epistemic cultures were identified (named in vitro, in situ and in silico research), which respond differently to the opposing forces of collaboration and competition. Based on a deep understanding of the agricultural research system and underlying epistemic cultures, a framework for effective governance of information was developed. Action to improve the governance of information at Embrapa would involve nurturing an information culture that supports collaborative work. Given that interactions between researchers are determined by their individual pursuits and struggles, this would require a change in the corporate system of performance evaluation and reward, according to the different epistemic cultures

Analisis Minat Konsumen pada Warung Kopi di Kota Banda Aceh

The number of businesses like coffee shops (warkop) in Banda Aceh City makes every business actor required to implement the right strategy in capturing the hearts of consumers so that they can continue to visit that the company's income can increase. Therefore, this study aims to analyze consumer interest in choosing warkop in Banda Aceh City so that business actors can use the information obtained in making decisions to be applied to their business. The observation locations were carried out in five coffee shops. Based on the results of the study, several factors become a reference for consumers in choosing the warkop to visit, including location, place, price, internet, parking facilities, and mushalla. However, in some coffee shops, there are also problems in providing quality services, such as delays in the handling process, slight menu variations, the noise of places, parking lots, and less strategic locations. Thus, if the problem is not addressed properly, it is estimated that it can have an impact on the nature of the next consumer. With a soft systems methodology (SSM) approach, these problems can be overcome. SSM can build a conceptual model that can formulate a strategy for warkop business actors in Banda Aceh City. SSM method results in two suggested recommendation activities. First, technical recommendations, namely that business actors must make efforts in improving their companies, such as determining strategic locations, setting competitive prices, providing adequate parking space, and fixing various other factors. Second, policy recommendations include establishing special SOPs, developing human service resources, incorporating local wisdom, and innovating. So applying these two activity recommendations can provide answers to problems.   Keywords: coffee shop, conceptual model, consumer interest, soft systems methodolog