The Role of Workarounds in Benefits Realisation: Evidence from a Field Study in Saudi Arabia

Recent studies show that more than half of Saudi Arabian (SA) organisations fail to realise business benefits from their IS investments. This has been largely attributed to the contextual misalignment between information technologies and the needs of developing countries. In the IS literature on benefits realisation, the application of benefits dependency networks (BDN), have been established as being helpful in improving IS projects outcomes. This research investigates current IT development practice in SMEs in Saudi Arabia and reports on some of the challenges that these businesses need to overcome to achieve benefits from their IT investments. Evidence from the literature and a field study suggests that workarounds are widely used when implementing new IT, particularly to facilitate the continuation of embedded cultural practices. The paper argues that integrating the Theory of Workarounds into frameworks for benefits realisation would offer a useful conceptualisation of IT implementation practice to support businesses in developing countries such as Saudi Arabia to improve outcomes when investing in IT

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

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 Balanced Perspective on the Bright and Dark Sides of IT Based on a Systems Theory of IT Innovation, Adoption, and Adaptation

This conceptual contribution explains how a systems theory of IT innovation, adoption, and adaptation provides a balanced perspective on the bright and dark sides of IT. It starts by explaining how the bright and dark sides of IT are often entangled, which implies that variance theories in the style of TAM and UTAUT should have difficulty addressing the bright and the dark in a balanced and useful way. It distinguishes systems theories from variance theories. It proposes an extension of work system theory (WST) in the form of a systems theory of IT innovation, adoption, and adaptation that provides a balanced perspective on the bright and dark sides of IT. It shows how that theory, combined with WST and some of its other extensions, leads to a series of topics and questions that are directly relevant to understanding and analyzing the bright and dark sides of IT

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

Usability and open source software.

Open source communities have successfully developed many pieces of software although most computer users only use proprietary applications. The usability of open source software is often regarded as one reason for this limited distribution. In this paper we review the existing evidence of the usability of open source software and discuss how the characteristics of open-source development influence usability. We describe how existing human-computer interaction techniques can be used to leverage distributed networked communities, of developers and users, to address issues of usability

Causing factors, outcomes, and governance of Shadow IT and business-managed IT: a systematic literature review

Shadow IT and Business-managed IT describe the autonomous deployment/procurement or management of Information Technology (IT) instances, i.e., software, hardware, or IT services, by business entities. For Shadow IT, this happens covertly, i.e., without alignment with the IT organization; for Business-managed IT this happens overtly, i.e., in alignment with the IT organization or in a split responsibility model. We conduct a systematic literature review and structure the identified research themes in a framework of causing factors, outcomes, and governance. As causing factors, we identify enablers, motivators, and missing barriers. Outcomes can be benefits as well as risks/shortcomings of Shadow IT and Business-managed IT. Concerning governance, we distinguish two subcategories: general governance for Shadow IT and Business-managed IT and instance governance for overt Business-managed IT. Thus, a specific set of governance approaches exists for Business-managed IT that cannot be applied to Shadow IT due to its covert nature. Hence, we extend the existing conceptual understanding and allocate research themes to Shadow IT, Business-managed IT, or both concepts and particularly distinguish the governance of the two concepts. Besides, we find that governance themes have been the primary research focus since 2016, whereas older publications (until 2015) focused on causing factors

Disentangling Service: Using a Work System Perspective to Reconcile Different but Overlapping Portrayals of Service and Service Systems

Discussion and debate about the meaning of service, service system, IT service, and related to terms has proven inconclusive and frustrating. This preliminary draft provides insights about the nature of the problem and tries to disentangle ideas and expectations related to three portrayals of service. In a nutshell, efforts to understand service as a unitary concept tend to go in circles due to overlapping references to different but overlapping portrayals and contexts. This paper identifies three separate but somewhat overlapping portrayals of service, services as acts, services as outcomes, and services as software entities. Then it introduces a work system perspective on service to explore whether and how the three portrayals of service can be reconciled. This paper proceeds in layers. The first layer introduces three portrayals of service and cites examples to show that one or several of those portrayals is present in most published definitions of service. The second layer introduces the main ideas in work system theory (WST) as a summary of a work system perspective on systems in organizations. The third layer explains how a work system perspective provides a path for seeing the relationship between the three portrayals of service. The fourth layer answers a number of specific questions related to the ideas in the first three layers

Persisting workarounds in Electronic Health Record System use:types, risks and benefts

Background Electronic Health Records (EHRs) are now widely used to create a single, shared, and reliable source of patient data throughout healthcare organizations. However, health professionals continue to experience mismatches between their working practices and what the EHR allows or directs them to do. Health professionals adopt working practices other than those imposed by the EHR to overcome such mismatches, known as workarounds. Our study aims to inductively develop a typology of enduring EHR workarounds and explore their consequences by answering the question: What types of EHR workarounds persist, and what are the user-perceived consequences? Methods This single case study was conducted within the Internal Medicine department of a Dutch hospital that had implemented an organization-wide, commercial EHR system over two years ago. Data were collected through observations of six EHR users (see Additional file 1, observation scheme) and 17 semi-structured interviews with physicians, nurses, administrators, and EHR support staff members. Documents were analyzed to contextualize these data (see Additional file 2, interview protocol). Results Through a qualitative analysis, 11 workarounds were identified, predominantly performed by physicians. These workarounds are categorized into three types either performed while working with the system (in-system workflow sequence workarounds and in-system data entry workarounds) or bypassing the system (out-system workarounds). While these workarounds seem to offer short-term benefits for the performer, they often create threats for the user, the patient, the overall healthcare organization, and the system. Conclusion: This study increases our understanding of the enduring phenomenon of working around Electronic Health Records by presenting a typology of those workarounds that persist after adoption and by reflecting on the user-perceived risks and benefits. The typology helps EHR users and their managers to identify enduring types of workarounds and differentiate between the harmful and less harmful ones. This distinction can inform their decisions to discourage or obviate the need for certain workarounds, while legitimating others