A Workaround Design System for Anticipating, Designing, and/or Preventing Workarounds

Idealized system design produces requirements reflecting management intentions and “best practices.” This paper proposes a workaround design system (WDS) for anticipating, designing, and/or preventing workarounds that bypass systems as designed. A WDS includes a process and an interactive “workaround design tool” (WDT) for identifying and evaluating foreseeable workarounds based on work system theory and a theory of workarounds. This paper summarizes the conceptual background and explains the form, use, and implications of the proposed WDS and WDT. The idea of WDS addresses significant gaps in practice and research. Designers should have methods for identifying likely obstacles and anticipating and evaluating a non-trivial percentage of plausible workarounds. Methods for identifying workarounds might help in training work system participants. Researchers might use WDS to explore why specific responses to obstacles did or did not occur. The lack of methods related to anticipating, designing or preventing workarounds implies that WDS may prove fruitful even though it is impossible to anticipate all possible workarounds

Prevent, Redesign, Adopt or Ignore: Improving Healthcare Using Knowledge of Workarounds

The complex and variable nature of healthcare work makes alignment of health information systems to healthcare processes a challenge, causing the emergence of workarounds. We developed three artifacts to use knowledge of workarounds to address this misalignment and enable the improvement of work systems. (1) The Workaround Snapshot, in which the necessary social and technical information about a workaround is captured, such as motivation, impact on the work system, and possible actions that can be taken. (2) The Workaround Action Impact Matrix, which illustrates the possible decisions that can be made. (3) The Workaround Snapshot Approach, a socio-technical approach that uses the previous artifacts to enable continuous improvement. Following the principles of design science, the artifacts are demonstrated and evaluated through a case study at a Dutch hospital, where we identified and examined twelve workarounds. The approach has proven to enable the organization to make well-informed decisions on actions to be taken, which at times result in direct improvement of the work system. We contribute to existing research in moving past the identification and categorization of workarounds, towards utilizing explicit knowledge of workarounds to improve the work system

Theory of Workarounds

Although mentioned frequently in the organization, management, public administration, and technology literatures, workarounds are understudied and undertheorized. This article provides an integrated theory of workarounds that describes how and why workarounds are created. The theory covers most types of workarounds and most situations in which workarounds occur in operational systems. This theory is based on a broad but useful definition of workaround that clarifies the preconditions for the occurrence of a workaround. The literature review is organized around a diagram that combines the five “voices” in the literature of workarounds. That diagram is modeled after the diagram summarizing Orton and Weick’s [1990] loose coupling theory, which identified and combined five similar voices in the literature about loose coupling. Building on that basis, the theory of workarounds is a process theory driven by the interaction of key factors that determine whether possible workarounds are considered and how they are executed. This theory is useful for classifying workarounds and analyzing how they occur, for understanding compliance and noncompliance to methods and management mandates, for incorporating consideration of possible workarounds into systems analysis and design, and for studying how workarounds and other adaptations sometimes lead to larger planned changes in systems

A Work System Perspective on Adoption Entities, Adoption Processes, and Post-Adoption Compliance and Noncompliance

This conceptual contribution responds to the invitation to the DIGIT 2015 Call for Papers “to reflect on and move forward from the dominant stream of research work on technology acceptance.” The dominant stream of research is basically about antecedents and correlates of adoption and continuation of use for hardware/software artifacts. This paper uses work system theory and several of its extensions to identify directions for adoption research that have been realized partially, but not nearly to the extent possible. It focuses on three general issues: 1) what adoption means in the context of work systems, 2) how adoption occurs, and 3) how adoption entities change after adoption, including decisions by work system participants about whether and how to comply or not comply with prescribed practices that are often taken-for-granted as the result of adoption processes

Engineering Enterprises for Emergent Change

This paper uses work system theory (WST) and two of its extensions to provide an integrated perspective on engineering enterprises for emergent change. This paper starts by explaining six basic assumptions and distinctions related to emergent change. It introduces four frameworks or models related to WST including the work system framework, work system life cycle model, a theory of workarounds, and a work system metamodel. It shows how each framework or model can help in identifying different aspects of engineering for emergent change and also can be the basis of guidelines for that purpose. Overall, this paper provides a unique way to think about the engineering of enterprises. In addition, it explains a combination of concepts and frameworks that provide a path toward engineering for emergent change

Beneficial Noncompliance and Detrimental Compliance: Expected Paths to Unintended Consequences

This paper explores the possibility that compliance and noncompliance to process specifications, software usage procedures, business rules, and best practices could be beneficial or detrimental. After introducing different types of compliance and noncompliance, it uses a simple 2 x 2 matrix to postulate four types of situations: beneficial compliance, detrimental compliance, beneficial noncompliance, and detrimental noncompliance. It provides examples that illustrate subcategories within all four possibilities, thereby bringing into question the common assumption that compliance is beneficial and noncompliance is detrimental. It presents a model that explains decisions related to intentions toward compliance and noncompliance. It concludes with implications for management and for systems analysis and design. An underlying theme throughout is that beneficial noncompliance and detrimental compliance can be viewed as expected paths to unintended consequences

The Effect of Unmet Expectations of Information Quality on Post-Acceptance Workarounds among Healthcare Providers

Electronic health record (EHR) systems have the capacity to aid clinical decision making by providing timely and relevant information about patients. However, providers’ lack of access to complete and up-to-date information in the required format hinders their ability to make timely decisions and often leads to misdiagnosis or redundant, duplicate tests. This research evaluates the extent to which pre-adoption information quality expectations are met and their effect on post-adoption satisfaction with an EHR system in terms of information quality and the workarounds that they may generate. The hypotheses were empirically tested through analysis of the responses of 64 healthcare stakeholders. The results indicate that lower information quality was perceived post-adoption than was expected at pre-adoption of the EHR system. Ultimately, workarounds were found largely to be a direct result of dissatisfaction with the EHR system. The results have implications for remedies to workarounds in terms of policy, training, and EHR system features modifications

WORKAROUNDS IN RETAIL WORK SYSTEMS: PREVENT, REDESIGN, ADOPT OR IGNORE?

We conducted a case study in a Dutch supermarket chain in order to explore the emergence of workarounds in the retail environment. We studied what types of workarounds occur during the use of retail information systems and how manager can handle the identified workarounds once they become aware of them. The data was acquired qualitatively through interviews, observations, and document analysis, and validated by means of an online survey. After identifying and classifying 29 workarounds, a conceptual framework was developed that links workaround features to workaround categories and then to certain actions as response to them, namely prevent, redesign, adopt and ignore. This study contributes to existing research by categorizing workarounds in an unexplored domain and developing a conceptual framework of workaround categories and re-sponses. We were able to identify patterns of relationships between types of workarounds, some of them similar to those found for other industries and others that appear to be specific to retail work systems, probably due to the inherent characteristics of retail work systems

How do Organizations react to Unintended Affordances? An Ethnography in Healthcare

When organizations implement information technology (IT) artifacts, they focus on intended functionalities. Misalignment between processes and organizational or individual goals can lead to unintended work practices. Users may actualize affordances that the artifact designer did not intend. As such, there is a potential tension between the goals users must achieve, the technology\u27s features and the organization\u27s policies. Organizations must respond to unintended affordances in regulated industries such as healthcare to ensure compliance. Understanding how organizations react to unintended affordances provides insights into individual and organizational behavior concerning the adoption and assimilation of IT artifacts. Organizations need guidance on responding to unintended affordances in specific situations. Therefore, this real-world ethnographical study seeks to identify organizational reactions to unintended affordances

Controlling Corruption in Developing Country Public Sector: A Process Ecosystems Perspective

Public sector organisations in developing countries are in immense pressure to deliver citizen-centric services. While corruption is well recognised as a critical obstruction for progress, it is not well understood. This paper consists of a revelatory case study aimed to explore and conceptualise how corruption takes place and what factors contribute to control corruption. It explains how corruption emerges as ‘parasitic process ecosystems’, innate and cultivated due to inefficiencies in the main processes, and how IT-enabled process transformations can alleviate the existence and impact of such parasitic processes. The process ecosystem perspective used here to conceptualise corruption is novel. Derived from the case evidence and supported by existing theories, a conceptual model of corruption control is presented. Insights extrapolated from the case study are presented as useful normative guidelines for practice. Future research to further build on the outcomes of this exploratory study is proposed