A study into user acceptance of new technology: British Airways ground transport department Heathrow Terminal 5

This project was conducted with the help and encouragement of British Airways (BA) management. It was carried out at Heathrow Airport, Terminal 5 (T5) where a new Resource Management System (RMS) that is based upon Internet Protocol (IP) has been implemented. RMS has replaced traditional pen and paper and radio systems for allocating work tasks to 4,000 airport operational staff. This research project studied one application of the RMS system; the allocation of tasks to the coach drivers in the Ground Transport Services (GTS) department. The user acceptance of the RMS system by the drivers was evaluated. In the previous 20 years, user acceptance theories have been developed which have shown that increased user acceptance of new Information Technology (IT) projects significantly reduces costs and improves efficiency (Davis, 1980). The most comprehensive theory is that of Sun and Zhang (2006) who identify critical factors regarding individual user acceptance (gender, age, experience, cultural background and intellectual capability). This research project used a case study methodology: three days were spent airside at T5 observing and interviewing a sample of drivers. The project research question was: 'Can the degree of RMS acceptance by the GTS end-users be determined by factors identified in user acceptance theories?' Essentially, it was not possible to answer this question because of two reasons. First there was little difference in level of user acceptance; it was very high for all users. Second there was also very little difference in the sample and population. The drivers were all male, over 90% between 42 and 65 years of age, with similar levels of experience regarding the RMS technology and computers in general. In addition, it was not possible to measure any difference between the intellectual capabilities of the participants. A difference in the cultural background was identified; there were two ethnic groups, Asian and Caucasian. However, detailed analysis of the responses to the questionnaire demonstrated that there was no evidence of different levels of user acceptance of these groups. Recommendations to improve the testing of user acceptance theories are included in this report

Work in progress: a novel method of creating an academic content repository

This paper outlines a project aimed at addressing the issue of the scalability of online academic support. This project is being run during the Autumn semester at the University of Southern Queensland (USQ) Toowoomba Australia, in conjunction with the Australian Digital Futures Institute. The study attached to the project will use Design-Based Research to evaluate the effectiveness of a simple, but innovative academic content and metadata creation tool referred to as Academic Assist. Academic Assist has been recently developed at USQ as a plug-in block for the moodle-based Learning Management System employed at USQ for its several hundred online subjects. The pilot project and associated study now extends over nine subjects, including three consecutive subjects in computer engineering; and covers faculties of Engineering, Education, Business, Science and Arts. Some preliminary results are presented here. Complete results of the study including acceptance surveys, expert reviews and usage statistics will be presented at FIE 2009

Implementation of a Small System on a Small Organization: A Case Study of Unit Peperiksaan, JHEAIK

This project is regarding the acceptance of calculate exam marks student system for Unit Peperiksaan, Jabatan Hal Ehwal Agama Islam Negeri Kedah (JHEAIK). The System is a standalone system which is will use by staff user to run calculate operations and able to smooth up the daily operation and reduce the operation cost and time as well. Prior to the development of the system, a study has been done so that the organization can gain real benefits from adopting a suitable Calculate Exam Marks Student System (CEMSS). So, a user acceptance study of the system has been made to simulate the hnctionality to determine the effectiveness of the system. The prototype will be developed know as CEMSS. CEMSS able to control on the thousands examination marks student and also management system

Case Study Report On A Project Management Approach Towards Transferring IS Ownership

This case study paper is about the changes made and the actions that were taken to mitigate a perceived likelihood of IT system rejection on a large IT project three months prior to delivery and handover, after encountering difficulties which included business disengagement, requirements ambiguities, problems of multiple software applications integration, and uncertainty over delivery and acceptance. Based on the analysis of the semi-structured interviews, documentation data and observation, the provisional analysis is reported upon in this paper. Our findings demonstrate that the changed project management approach was underpinned with the objective of transferring IS ownership, this being achieved through the depoliticalization of the business process, using user led workshops. In this on-going research, we begin to realise that ownership is a major factor in gaining user acceptance of the system

Reconceptualising Motivation in Adoption and Acceptance Research: Back to Basics

In the adoption and acceptance of technology, the technology acceptance model (TAM) has been a dominant influence. TAM, however, simplifies and trivialises the concept of motivation, (a concept not well developed and used in the IS field) by failing to recognise the fundamental needs influencing behaviour. This, in turn, restricts its use to design and use interventions to enhance adoption and use within an ICT-enabled organisational change project. Given this, this paper will re-conceptualise the concept of motivation by exploring the inner or intrinsic motivation influencing behaviour and will indicate how this motivation underlies the TAM variables. Further, using the concept of participative management we will explore how various organisational interventions might be designed to enhance user motivation to adopt and use a new system. Finally, these interventions are applied to an ongoing action research study to improve the success of implementing a document management system within a non-profit organisation

The Effect of Domain and Technical Expertise on the Training Outcomes for Case Management Systems in High Domain Expertise Fields

The successful implementation of an enterprise system requires training and end users in the new systems and procedures. There has been no research reporting a relationship between Domain Expertise (DE) and the successful implementation of an enterprise system. This study sought to begin filling this knowledge gap by exploring the relationship between DE, technical proficiency, training outcomes, and perceived training effectiveness for a new enterprise system, specifically a Case Management System (CMS) in a small and medium enterprise (SME). The research examines different subjects of technical expertise including skills, abilities, and knowledge to increase professional acceptance in the high domain of expertise field. In order to understand the complex nature of expertise and the significant impact, an exploratory approach is undertaken. Purposive sampling was utilized to select the 88 respondents to participate in the research, in which the role of domain expertise and technical expertise is explored. Based upon analysis, research showed the relevance of domain expertise and technical expertise in the deployment of successful case management systems. The results contributed to literature by showing that how training influences soft skills such as tacit knowledge on organizational culture and potential clients, deliver best solutions to the project management. Meanwhile, the outcomes provided significant traits on perceived training effectiveness, which drive increase in knowledge, practical implication, and quality of project delivered, presentation skills, communication and problem-solving abilities. The study also contributed to the literature in terms of defining how technical and domain expertise not only effect the outcomes of case management systems but also develop greater coordination for dealing the intricacies, project difficulties, and task-related complexities

An SME\u27s Adoption of a Cloud Based Integrated Management System (IMS) When Certifying against Management System Standards (MSS)

This case study introduces a four step approach used by a Singapore small and medium enterprise (SME) in implementing a cloud computing based integrated management system (IMS) to meet ISO 9001, ISO 14001, and OHSAS 18001 certification requirements. The objectives of this case study are to study: (1) the challenges encountered by an SME during the IMS integration process at each of the four levels of integration (2) the extent which Frugal IT Innovation and Technology Acceptance Model (TAM3) concepts apply to our four step approach. The four step approach was assessed against a framework of four integration levels of the management systems (MS), and also the applicability of two IS theories (Frugal IT Innovation and TAM3). Data was collected via: (1) direct observations (2) participant observations; (3) interviews with key personnel involved in the project; and (4) analysis of documents pertaining to the project. This case study provides an exemplary model on using IS theories and public cloud technologies to develop an effective IMS that other SMEs can learn from

An innovation resistance factor model

The process and implementation strategy of information technology in construction is generally considered through the limiting prism of theoretical contexts generated from innovation diffusion and acceptance. This research argues that more attention should be given to understanding the positive effects of resistance. The study develops a theoretical framing for the Integrated Resistance Factor Model (IRFM). The framing uses a combination of diffusion of innovation theory, technology acceptance model and social network perspective. The model is tested to identify the most significant resistance factors using Partial Least Square (PLS) technique. All constructs proposed in the model are found to be significant, valid and consistent with the theoretical framework. IRFM is shown to be an effective and appropriate model of user resistance factors. The most critical factors to influence technology resistance in the online project information management system (OPIMS) context are: support from leaders and peers, complexity of the technology, compatibility with key work practices; and pre-trial of the technology before it is actually deployed. The study provides a new model for further research in technology innovation specific to the construction industry

GOVERNANCE STRATEGIES FOR ENTERPRISE APPLICATION SYSTEM IMPLEMENTATIONS

Enterprise application system implementations are highly complex implementations that automate several business functions, such as financials, accounting, supply chain, customer services management, human resources management and reporting among others. This study aims at providing an alternative view of organization's enterprise application system (EAS) acceptance. Despite the large body of literature, there are still empirical inquiries to investigate the EAS system implementation from adopters' perspectives and how to identify risks in a multi-stakeholder and dynamic environment. The thesis consists of three essays on various aspects of relationship between enterprise application implementation in a multi-stakeholder environment and project governance. Valid measurement scales for predicting organization's acceptance of enterprise systems are in short supply. The first essay develops and validates new scales for two specific variables, integration and inter-dependency risks. These variables are hypothesized as key determinant for organizational success of enterprise application implementations by mitigating risks involved in a multi-stakeholder environment. A model of organization acceptance of enterprise systems was developed using these two scales and then tested for reliability from a total of 365 users and nine application groups. The measures were validated using ten different direct measures with reliabilities between 0.72 and 0.96. Integration risk was significantly related with perceived ease of use, consultant's product knowledge and training provided to the end users. Inter-dependency risk was significantly correlated with perceived usefulness, consultant's industry and product knowledge. Both integration and inter-dependency risks are significantly related with success of the new enterprise application. This study would benefit project executives by offering valuable managerial insights that enable them to appreciate and improve integration and inter-dependency of stakeholders. Implications for theory and practice are discussed for two sub-groups: that less experienced resources treat risks differently than more experienced resources, and business applications compared to technical enterprise applications. Academic community has not addressed governance of enterprise application projects that involve dynamic environments and how to mitigate integration and inter-dependency risks. In the second essay it is argued that acceptance of the system from end users is not enough? Adopters of new enterprise wide information technology solutions get most benefit when the solution continues to be adaptable when business, environment or other organizational priorities change - therefore making an implementation sustainable. The second essay discussed characteristics of sustainability of enterprise application implementation from organizational perspective. A case study was used to validate the characteristics of sustainability. The thesis sought to demonstrate the causal relationship between the organization's preparedness for sustainability and the emergence of implementation problems. The study extracted insight into the criticality of certain factors and the type of problems making decisions under weak governance situation. The third essay develops determinants for project governance success of enterprise application implementations by mitigating risks in a multi-stakeholder environment. This essay develops and validates new scales for five specific variables. Definitions of five variables were used to develop a model that was presented for content validity and then tested for reliability from a total of 117 project executives globally. The measures were validated with reliabilities between 0.73 and 0.94. Relationships between five measures were broken down to meaningful components and a three tier project governance structure was proposed to mitigate integration and inter-dependency risks in a multi-stakeholder environment