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

Why do Companies Adopt or Reject SaaS? Looking at the Organizational Aspect

The aim of this paper is to investigate the influence of three organizational factors on the adoption of SaaS in Indonesian companies, namely top management support, organizational readiness, and organizational size. We conducted interviews with 15 case companies. Our results show that top management support has a positive influence on SaaS adoption, while organizational readiness and organizational size have an inverse effect. This is surprising, since it contradicts existing research on IT innovation adoption. We also found that the SaaS awareness level of our interviewees remains low, especially among the non-adopters. These findings have implications for IT service providers that want to formulate strategies to increase the intention to adopt SaaS in Indonesian companies; as well as for IT innovation researchers who have an interest in SaaS adoption in developing countries

THE ADOPTION OF SOFTWARE-AS-SERVICE: AN INDONESIAN CASE STUDY

The goal of this study is to discover the technological, organizational, and environmental determinants for Software as a Service (SaaS) adoption in Indonesian companies. The technologicalorganizational-environmental (TOE) framework was adopted as a primary theoretical lens, combined with five innovation characteristics of Diffusion of Innovation (DOI) theory, which incorporated in technological context of the framework. We used a questionnaire to collect data from 147 of Indonesian companies. A logistic regression was carried out to test our hypotheses. The results confirmed that compatibility, observability, market competition, and government have positive relationship with SaaS adoption in Indonesian, while complexity found to be the negative determinant to its adoption. We also found that the organizational context of TOE framework did not contribute to the prediction of SaaS adoption in Indonesian companies. The findings offer valuable insights for researchers of SaaS and innovation adoption, for Indonesian policy makers that want to encourage SaaS adoption, as well as for SaaS vendors that want to develop strategies to persuade companies in Indonesia to adopt SaaS

A Meta-analysis of IT Innovation Adoption Factors: The Moderating Effect of Product and Process Innovations

The aim of our research is to seek an explanation for contradicting results in innovation studies that use technological, organizational and environmental (TOE) factors to explain the adoption of Information Technology (IT) innovations. We do this by taking into account the type of innovation, specifically product and process innovation. We carried out a meta-analysis of 35 IT innovation adoption studies. The results show that five factors consistently affect the adoption decision for both product and process innovations, namely relative advantage, compatibility, top management support, organizational readiness, and competition. Two factors, namely organizational size and external pressure, showed significant effect for product innovations, but not for process innovations. Accordingly, we conclude that distinguishing product and process innovations can be useful in studying the influence of TOE factors in IT innovation adoption

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

Seeing the Signs of Workarounds: A Mixed-Methods Approach to the Detection of Nurses’ Process Deviations

Workarounds are intentional deviations from prescribed processes. They are most commonly studied in healthcare settings, where nurses are known for frequently deviating from the intended way of using health information systems. However, workarounds in healthcare have only been studied using qualitative methods, such as observations and interviews. We conduct a case study in a Dutch hospital and use a mixed-methods approach that draws not only on interviews and observations, but also on process mining, to detect and analyse eight workarounds that occur in a clinical care process. We contribute to theory by demonstrating that it is possible to use data to determine the occurrence of a rich variety of workarounds found using qualitative methods. Practically, this implies that workarounds that are identified qualitatively can be further analysed and monitored using quantitative methods. Once identified, workarounds also provide an attractive starting point for organisational learning and improvement

Improving IS Functions Step by Step: the Use of Focus Area Maturity Models

With new technologies developing rapidly and becoming more common, organizations need to keep up their IS capabilities. Maturity models are designed as a means to support capability development. The existing literature is strongly dominated by studies of fixed-level maturity models, i.e. maturity models that distinguish a limited set of generic maturity levels, such as the well-known CMM. We argue that, while fixed-level maturity models may be well-suited to assessing the maturity of IS capabilities, another form of maturity model, the focus area maturity model, is better suited to supporting incremental improvement. In this paper we define the concept of focus area maturity model. We use a design-science research method, basing our work on both extensive industry experience and scientific investigation

A FRAMEWORK TO ASSESS THE SUITABILITY OF LOW-CODE FOR BPM

Organizations across all industries seek efficiency, digitization, and automation of their business processes in current times. Low-code development platforms (LCDPs) promise time and cost reduction through rapid and easy-to-use application assembly. Even so, many organizations struggle to understand and identify digital solutions that can advance their business processes. Therefore, we propose a conceptual framework for organizations to assess their business process management (BPM) initiative for LCDP suitability. The framework is developed through a study of literature, a focus group, and expert interviews, resulting in 18 factors to be assessed by organizations. An evaluation using fictitious use case analyses showed that the model was well-received, especially with regard to its completeness and operationality. To the best of our knowledge, this is the first work studying organizational adoption of low-code for the sake of BPM initiatives

Designing a data quality management framework for CRM platform delivery and consultancy

CRM platforms heavily depend on high-quality data, where poor-quality data can negatively influence its adoption. Additionally, these platforms are increasingly interconnected and complex to meet the growing needs of customers. Hence, delivery and consultancy of CRM platforms becomes highly complex. In this study, we propose a CRM data quality management framework that supports CRM delivery and consultancy firms to improve data quality management practices within their CRM projects. We develop the framework by extracting best practices for CRM data quality management by means of a literature study on data quality definition and measurement, data quality challenges, and data quality management methods. In a case study at an IT consultancy company, we investigate how CRM delivery and consultancy projects can benefit from the incorporation of data quality management practices. The results translate into a framework that provides a high-level overview of data quality management practices incorporated in CRM delivery and consultancy projects. It includes the following components: Client profiling, project definition, preparation, migration/integration, data quality definition, assessment, and improvement. The framework is validated by means of confirmatory focus groups and a questionnaire