CRM packaged software: a study of organisational experiences

Customer Relationship Management (CRM) packaged software has become a key contributor to attempts at aligning business and IT strategies in recent years. Throughout the 1990s there was, in many organisations strategies, a shift from the need to manage transactions and toward relationship management. Where Enterprise Resource Planning packages dominated the management of transactions era, CRM packages lead in regard to relationships. At present, balanced views of CRM packages are scantly presented instead relying on vendor rhetoric. This paper uses case study research to analyse some of the issues associated with CRM packages. These issues include the limitations of CRM packages, the need for a relationship orientation and the problems of a dominant management perspective of CRM. It is suggested that these issues could be more readily accommodated by organisational detachment from beliefs in IT as utopia, consideration of prior IS theory and practice and a more informed approach to CRM package selection

Designing IS service strategy: an information acceleration approach

Information technology-based innovation involves considerable risk that requires insight and foresight. Yet, our understanding of how managers develop the insight to support new breakthrough applications is limited and remains obscured by high levels of technical and market uncertainty. This paper applies a new experimental method based on “discrete choice analysis” and “information acceleration” to directly examine how decisions are made in a way that is behaviourally sound. The method is highly applicable to information systems researchers because it provides relative importance measures on a common scale, greater control over alternate explanations and stronger evidence of causality. The practical implications are that information acceleration reduces the levels of uncertainty and generates a more accurate rationale for IS service strategy decisions

Extending IT infrastructures in the service sector organisations through enterprise resource planning – a telecom case study

Copyright @ 2012 ISEing.Service Sector Organisations (SSOs) have significantly focused on adopting and implementing Enterprise Resource Planning (ERP) systems to automate their prime business processes, enhance organisational productivity with lower costs and prompt service delivery to fulfil consumer demands. Thus, ERP systems are considered as a principal source to provide imperative information vital for strategic decision making process. On the contrary, ERP systems adoption and implementation is also highly considered as a challenging and expensive process that not only requires rigorous efforts but also demands to have an exhaustive investigation of influential factors that are critical to the adoption and implementation of ERP systems. As a result, the authors exhibit that it is of great significance to investigate this area within SSOs. In so doing, this paper thus focuses on the ERP critical success factors from five different categories such as: stakeholders; process; technology; organisation; and project based on the literature analysis. These perspectives comprise of 24 factors that are imperative for a successful ERP adoption and implementation. These factors are validated through an in-depth qualitative single case study based research. The findings from the literature and empirical demonstrate that most of the factors influencing the decision making process for ERP adoption and implementation are highly significant with exception to few that have either low or medium importance

Purposive Teaching Styles for Transdisciplinary AEC Education: A Diagnostic Learning Styles Questionnaire

With the progressive globalisation trend within the Architecture, Engineering, and Construction (AEC) industry, transdisciplinary education and training is widely acknowledged as being one of the key factors for leveraging AEC organisational success. Conventional education and training delivery approaches within AEC therefore need a paradigm shift in order to be able to address the emerging challenges of global practices. This study focuses on the use of Personalised Learning Environments (PLEs) to specifically address learners’ needs and preferences (learning styles) within managed Virtual Learning Environments (VLEs). This research posits that learners can learn better (and be more readily engaged in managed learning environments) with a bespoke PLE, in which the deployment of teaching and learning material is augmented towards their individual needs. In this respect, there is an exigent need for the Higher Educational Institutions (HEIs) to envelop these new approaches into their organisational learning strategy. However, part of this process requires decision-makers to fully understand the core nuances and interdependencies of functions and processes within the organisation, along with Critical Success Factors (CSFs) and barriers. This paper presents findings from the development of a holistic conceptual Diagnostic Learning Styles Questionnaire (DLSQ) Framework, comprised of six interrelated dependencies (i.e. Business Strategy, Pedagogy, Process, Resources, Systems Development, and Evaluation). These dependencies influence pedagogical effectiveness. These finding contribute additional understanding to the intrinsic nature of pedagogy in leveraging transdisciplinary AEC training within organisations (to improve learner effectiveness). This framework can help organisations augment and align their strategic priorities to learner-specific traits

Reinforcing Boundaries and Undermining Institutions: Information Systems and Strategic Change in the Irish Credit Union Movement

Modern information and communication technologies (ICTs) have been heralded as a key enabler of more integrated, flexible, network forms of organizing, thereby promoting the “free and unfettered exchange of information across boundaries” and inspiring “the transformation of all types of institutions” (Conference Theme, ICIS 2004). In this paper, we critically examine such claims and suggest that optimistic proclamations about the transformative potential of ICTs need to be approached with great caution. By drawing on evidence from an in-depth, longitudinal, interpretive study of the strategic use of IT within the Irish credit union movement, we point to the dangers of popular assumptions about the promise of ICT-enabled strategic change and the ease with which it may be achieved. While various economic and technological factors had contributed to the emergence of an impetus for organizational reform and modernization in some quarters within the movement, the realization of such changes was complicated by historically constituted contradictions and ideological differences. IT, however, appeared to offer a relatively painless solution to such problems by promising the prospect of significant organizational change without substantial institutional reform. Here, we argue that the allure of unproblematic and flexible IT-enabled organizational integration encouraged credit unions to embark on a disastrous implementation effort while conveniently ignoring fundamental contradictions within the movement. Interestingly, while the implementation attempt was unanimously regarded as a costly failure, the process associated with its development and demise brought the contentious issue of reform to a head. The result seems likely to be a significant transformation in the organization of the movement. Paradoxically, the failure of the strategic implementation effort triggered this transformation by accident rather than by design

The Four Enthusiasms of ICT Failure, Problems of Control and Information System Development in the Public Sector Work-in-progress. Not for proceedings.

model of the Four Enthusiasms of ICT Failure is proposed. The Problems of Control are described. A research design to test this model and a series of research questions is outlined

Factores asociados al proceso de compartir conocimiento entre trabajadores de una multinacional de tecnología

Trabajo de investigaciónSe identifican los factores asociados al proceso de intercambio de conocimiento entre trabajadores de una multinacional del sector tecnología. Se realiza un análisis de este proceso bajo el modelo de creación de conocimiento en la organización. La metodología es cualitativa. Participaron, diez sujetos. Instrumentos, entrevistas en profundidad y observación participante. Se encuentra que las creencias conductuales, las creencias normativas y normas subjetivas y las actitudes ejercen una alta influencia sobre los procesos de intercambio de conocimiento.MaestríaMagister en Psicologí

Classification of Failure Factors in Information Systems

Failure rate of Information Systems have rapidly increased in different aspects due to different reasons. Although above situation is not a new sight in the field of Information System, it creates many obstacles to regular activities of any organization. The failure of Information System has become a common state for any organization or industry and not depending on their rank or status. Numerous factors may have affected for Information System Failures and these factors are functioning together or individually to create the failure situation of Information Systems. The objective of this paper is to identify the main failure factors in the Information Systems. An in-depth review of the existing literature has been done to meet the objective of this study. Multidisciplinary studies across different countries, industries and areas have taken into account for identifying the main failure factors of Information Systems. This paper is presented to focus the main failure factors that affected for Information System failures based on literature; environment, quality control, human related, technology related and other connected factors. It can be mainly divided into two parts. They are conceptual factors and background factors or hard factors and soft factors. User participation, participant behavior, user satisfaction, attitudes and expectation level, and the management of organization, infrastructure facilities and pattern of usage play a crucial role in the field of Information Systems that have been identified as background factors with significant impact on Information System failures. Quality failure, project failure, system failure, management failure and software failure identified as conceptual failure factors