If it ain’t broke, don’t fix it : An Abductive and Contextual Exploration of Maintenance Deferral

Objective: To create academic insights into how organisations approach and manage the maintenance of vendor-supplied information systems software. Approach: Three iterations of the Peircean Abduction methodology lead to the identification, conceptualisation, and application of new knowledge in vendor-supplied Information Systems (IS) maintenance deferral by means of undertaking a qualitative multiple-case study. The research goals are achieved through the appropriation and application of theories from Peircean Abduction and Systemic Functional Linguistics. Research questions: The following abductive statement is created through the application of the Peircean Abduction methodology: The surprising observation, “some organisations, having invested in a vendor-supplied IS software solution, defer the implementation of vendor-supplied maintenance”, is made; However, if “the existence of deterrents to maintenance, requiring a trigger event before the implementation of maintenance” were true, then “maintenance deferral” would be a matter of course. Hence there is a reason to suspect that “the existence of both deterrents, and of triggers” is true. From this abductive statement, three research questions are deduced. The first research question investigates the existence, characteristics and influence of deterrents; the second question investigates the existence, characteristics and influence of triggers. As a consequence of this approach, the final question provides a general understanding of IS maintenance deferral. Methodology: Following the implementation of a systematic literature review methodology, six themes are identified: 1. an acknowledgement that problems exist when considering vendor-supplied software maintenance; 2. deterrents as a driver in behaviour; 3. the occurrence of tipping-points which require vendor-supplied maintenance to be undertaken; 4. the consequences of deferral; 5. the value of maintenance; and 6. the formalisation of a maintenance lifecycle. Taking the insights arising from the systematic literature review, a multiple-case study following the pragmatic framework is constructed from data collected interviewing twelve participants across a diverse set of ten organisations. An abductive approach to this research topic creates opportunities for a comprehensive, well-grounded exploratory contribution to a scarcely investigated research domain. Major findings: The translation of Peircean abduction to an interpretative context generates a rich and substantive contribution to theory and practice. The existence of both deterrents and triggers are strongly supported, leading to the conclusion that maintenance deferral is a matter of course. The development of a new abductive and Systemic Functional Linguistic model enhances the knowledge of maintenance deferral and allows refinement of historical IS maintenance models. Finally, the application of Systems Thinking situates insights from the application of their mode within their respective organisational environments

A methodology for exploring emergence in learning communities

Learning communities are becoming increasingly complex in nature, often being used to drive multiple agendas. For example, there is an increasing move to develop learning cities which seek to draw on synergies to both improve citizen learning and skills as well as economic regeneration. Such synergy-driven learning communities, of which the learning cities are but one example, seek to utilise interaction to develop 'emergent products', be it at the individual level or the system-wide level, which could not be produced in isolation. Successfully enabling emergence is critical to their success. Designing for specific types of emergence is however difficult given the intrinsic unpredictability of complex systems. Insight into the intrinsic characteristics of these synergy-driven learning communities and how their interaction leads to emergence over time is required. This paper reports on the methodology developed to explore these highly complex learning communities. The approach adopted was to combine exploratory case studies which established the intrinsic characteristics of the learning communities with an exploration of emergence guided by a meta-level conceptual framework of emergence. This was augmented by secondary data to aid triangulation and provide rigour. As well as discussing the rationale for the adopted approach, implementation issues and the rich information set obtained are discussed using specific case examples. Findings from the investigations led to recommendations regarding future development of appropriate methods for seeding and managing such complex learning communities. The meta level framework means the approach may be readily adapted to other complex social system

Outsourcing the logistics function: the supply chain role of third-party logistics service providers in UK convenience retailing

Logistics, defined as the process of strategically managing the procurement, movement and storage of materials; parts; finished inventory and related information flow through the organisation and its marketing channels, is increasingly being recognised as a vital part of an organisation’s marketing strategy. In many organisations, the logistics function is currently facing significant challenges. Pressures from increasing competition and high customer service-level expectations have created a need for more professional and better-equipped logistics services. Confronted with such competitive pressures, these organisations are faced with decisions of the make OR buy kind with regard to the logistics processes of supply and distribution. In addition, the emergence of a need to focus on core capabilities has led many organisations to contract out all, or part of, the logistics function to third-party providers. This paper explores the challenges of outsourcing logistics in the UK convenience-retailing sector

Linking Theory and Practice: Performing a Reality Check on a Model of IS Success

The issue of ‘rigour vs. relevance’ in IS research has generated an intense, heated debate for over a decade. It is possible to identify, however, only a limited number of contributions on how to increase the relevance of IS research without compromising its rigour. Based on a lifecycle view of IS research, we propose the notion of ‘reality checks’ in order to review IS research outcomes in the light of actual industry demands. We assume that five barriers impact the efficient transfer of IS research outcomes; they are lack of awareness, lack of understandability, lack of relevance, lack of timeliness, and lack of applicability. In seeking to understand the effect of these barriers on the transfer of mature IS research into practice, we used focus groups. We chose DeLone and McLean’s IS success model as our stimulus because it is one of the more widely researched areas of IS

Information systems evaluation methodologies

Due to the prevalent use of Information Systems (IS) in modern organisations nowadays, evaluation research in this field is becoming more and more important. In light of this, a set of rigorous methodologies were developed and used by IS researchers and practitioners to evaluate the increasingly complex IS implementation used. Moreover, different types of IS and different focusing perspectives of the evaluation require the selection and use of different evaluation approaches and methodologies. This paper aims to identify, explore, investigate and discuss the various key methodologies that can be used in IS evaluation from different perspectives, namely in nature (e.g. summative vs. formative evaluation) and in strategy (e.g. goal-based, goal-free and criteria-based evaluation). The paper concludes that evaluation methodologies should be selected depending on the nature of the IS and the specific goals and objectives of the evaluation. Nonetheless, it is also proposed that formative criteria-based evaluation and summative criteria-based evaluation are currently among the most and more widely used in IS research. The authors suggest that the combines used of one or more of these approaches can be applied at different stages of the IS life cycle in order to generate more rigorous and reliable evaluation outcomes

A multi-disciplinary perspective on the built environment: Space Syntax and cartography – the communication challenge

8-11 June 2009

The development of service provider's BPO-IT framework

Purpose The decision to operate BPO-IT organisational model by a business process outsourcing (BPO) service provider has far reaching benefits. The purpose of this paper is to develop a service provider’s BPO-IT framework that provides in-house IT function (software) required to process client services. Design/methodology/approach The multi-case study adopted an exploratory sequential mixed method research approach. In the first instance, seven BPO service provider organisations were investigated in the qualitative phase and 156 in the quantitative phase, respectively. Findings The adoption of the developed framework indicates that it could reduce failures in BPO relationships through reduced turnaround time in processing client services, improved quality of service, reduced cost, improved client and provider’s competitiveness, and confidentiality of client operations. Outsourcing clients could lay the foundation for a successful relationship by adopting a selection process that could choose the right provider. Originality/value The paper reveals BPO-IT organisation’s operation towards in-house provision of software required to process client services. A research exploring BPO service providers from a top outsourcing destination like India could provide offshore outsourcing clients the information to move towards onshore outsourcing. </jats:sec

The practice of risk management by cost consultants in Northern Ireland

This research endeavoured to explore the practice of risk management by cost consultants in Northern Ireland. It attempted to subjectively investigate the cost consultant’s appreciation of risk management practices and then further appraise the cost consultant’s understanding and usage of the theories and techniques available to manage risk under the risk management framework. A case study based approach involving five consultancy practices was adopted. A series of semi structured interviews (one per each case study) was carried out. The data collected was analysed using the Delphi technique. The practice of risk management for each organisation was documented using an analysis and evaluation of project documentation substantiated with interviews. The research indicated that consultants have a broad awareness of risk management but disparity exists on considering it as a core service. All consultants were unequivocal in identifying the need for an improved risk management framework. It was evident that there was a lack of knowledge of the array of risk identification and analysis techniques available. The research has established that there is a severe need to bridge the void between the theories and techniques used to manage risk and those which are implemented in practice. There is a necessity to train consultants in the practice of risk management and educate clients in the benefits of enforcing risk management practices as an integral part of project delivery

Web assisted teaching: an undergraduate experience

The emergence of the Internet has created a number of claims as to the future of education and the possibility of dramatically changing the way in which education is delivered. Much of the attention has focussed on the adoption of teaching methods that are solely web-based. We set out to incorporate web-based teaching as support for more traditional teaching methods to improve the learning outcomes for students. This first step into web-based teaching was developed to harness the benefits of web-based teaching tools without supplanting traditional teaching methods. The aim of this paper is to report our experience with web-assisted teaching in two undergraduate courses, Accounting Information Systems and Management Accounting Services, during 2000. The paper evaluates the approach taken and proposes a tentative framework for developing future web-assisted teaching applications. We believe that web-assisted and web-based teaching are inevitable outcomes of the telecommunications and computer revolution and that academics cannot afford to become isolated from the on-line world. A considered approach is needed to ensure the integration of web-based features into the overall structure of a course. The components of the course material and the learning experiences students are exposed to need to be structured and delivered in a way that ensures they support student learning rather than replacing one form of learning with another. Therefore a careful consideration of the structure, content, level of detail and time of delivery needs to be integrated to create a course structure that provides a range of student learning experiences that are complimentary rather than competing. The feedback was positive from both extramural (distance) and internal students, demonstrating to us that web sites can be used as an effective teaching tool in support of more traditional teaching methods as well as a tool for distance education. The ability to harness the positives of the web in conjunction with more traditional teaching modes is one that should not be overlooked in the move to adopt web based instruction methods. Web-based teaching need not be seen as an all or nothing divide but can be used as a useful way of improving the range and type of learning experiences open to students. The Web challenges traditional methods and thinking but it also provides tools to develop innovative solutions to both distance and on campus learning. Further research is needed to determine how we can best meet the needs of our students while maintaining high quality learning outcomes