ISM 6121

1
ISM 6121

• The Trilogy
• Managers, Users
• and Developers

2
The Trilogy
Gap
Gap
The Mgr
Gap
The User
The Geek ?
3
System Failures

• 24 Success Rate
• ERPs
• 85 End in Failure
• Problem with measuring Success
• Problem with Communications

4
Seeking Consonance

• Klein and Jiang (2001)

5
Different Success Measures

• Users
• Satisfaction
• With the System, Usefulness, Usability, etc.
• Managers
• On time, Within Budget
• Geeks
• Code Excellence, Intellectual Stimulation

• it is by no means assured that the parties
  involved are communicating from the same
  perspective

6
Alvarez (2002)

• Examined Communication Patterns
• Users and Analysts
• Different realms of meaning!
• Analysts
• Technology based frame of reference
• How can I code that
• Users
• Personal work experience frame of reference
• How do I perform my job

7
Consonance

• Collective Understanding and Agreement
• Metrics used for Evaluation
• Resolve Goal Conflict

8
Expectation Gaps(Discrepancy Theory)

• Stakeholders maintain expectations
• Expectations Reality
• No Gap
• Expectations lt Reality
• Negative Gap (confirmation)
• Satisfied
• Expectations gt Reality
• Positive Gap (disconfirmation)
• Dissatisfaction

9
Results

• Study 1 (job performance) and 2 (SERVQUAL)
• Users vs. IS Staff
• IS Staff discounted users expectations
• Performance, Quality of Product, Quality of
  Personal, Dependability, Team Work, Leadership
• IS Staff Lacked Understanding of User Expectation
• LOW (GAP)
• Users less satisfied with IS Staff Job
  Performance

10
Results Study 3

• IS Staff vs. IS Management
• Management Misjudged Staff Expectations
• Desire to Manage, Entrepreneurship, Autonomy,
  Geographic security, Job Challenge, Employ
  Technical Expertise
• Management Lacked Understanding of IS Staff
  Expectations
• Gap
• Lower IS Staff Career Satisfaction

11
Conclusions

• Failures
• May not be due to faulty systems but
• Mismatched Expectations between
• Users
• Staff
• Managers
• Success Consonance
• Pre-project Partnering
• Develop expectations about people on the project
  team
• Develop expectations about the process
• Negotiated Expectations
• Monitor Progress

12
Communication Skills

• Hornik, Chen, Klein and Jiang
• (2003)

13
Success Consonance

• Premised on Communication
• Users, Managers, Staff
• Understand each others perceptions

14
Types of Communication

• Interpersonal
• 76 Oral contacts (IS Managers)
• Presentation
• Written
• System proposals, requirements, documentation,
  training manuals
• (Jacobs, 1998) http//search.epnet.com/direct.asp?
  an818336dbaphsiteehost

15
The Trilogy
Gap
Gap
The Mgr
Gap
The User
The Geek ?
16
Discrepancy Theory

• Individuals
• Have Expectations
• Perceive if Expectations were met
• If met
• Satisfied
• If not met
• Unsatisfied

17
Expectation-Confirmation Theory

• Consumer Behavior
• Individuals
• Form an Expectation about a service/product
• Use the service/product
• Compare Expectation with Perceived Performance
• Expectation met
• Satisfied
• Expectation not met
• Unsatisfied

18
Study Premise

• IS Users, Staff and Managers
• Difference Expectations regarding
• Communication
• Written, Interpersonal and Oral
• Gap between Expectations and Perceived
  Performance
• Affect Satisfaction
• User satisfaction
• Career satisfaction
• Job performance evaluation

19
Results

• Communication Gap is not associated with Career
  Satisfaction
• Communication Gap is associated with User
  Satisfaction
• Communication Gap is associated with Job
  Performance Evaluation

20
User Satisfaction

• Not solely related to system function or
  performance.
• Depends on Communication Competency

21
Project Team Orientations

• Klein, Jiang, Tesch
• (2002)

22
The Geeks
S/T
Technical
End User
U/T
All
Sociopolitical
U/S
23
Technical IS Staff Expectations

• Commitment, Planning, Structured Techniques
• Technicians
• Lack knowledge of Human Needs Motivation
• System information is privileged
• End users are dumb!
• End users dont care

24
End-User IS Staff Expectations

• End-Users should play a critical role
• System Definition
• Training
• Emphasize User Requirements Specs
• Development Process is Important
• Obtain User Acceptance

25
Sociopolitical IS Staff Expectations

• Complications result from
• Different End-User Personalities
• Turnover of EUs and Top Management
• Success or Failure depends on
• System Development
• Organizational Power
• User Resistance and Politics is Inevitable

26
System Failure Perceptions

• IT Staff Orientations System Failure
• IT Staff Orientations Skill Needs

27
Survey Results

• I messed up (Can we try again?)
• 17 Responses