Nancy C. Shaw

Sources of dissatisfaction in end-user support: an empirical study

Organizations are investing in information technology for an ever-increasing number of end-user tasks. Extracting benefits from these investments increasingly depends on supporting effective use of information technology and satisfying information technology users. This research explores the end-user support factors that correlate with user satisfaction. This survey of 484 end-users examines 21 potential end-user computing support factors, such as system response time and user training in terms of their perceived importance to the end-user and the performance of IS staff in supporting each. Service quality, the gap between perceived importance and performance for each support factor, is computed. The relationships between these service quality gaps and user satisfaction are tested across different user groups (faculty, non-IS staff and students). Larger service quality gaps in the following support factors were correlated with lower user satisfaction in at least one of the three user groups: IS staff response time, IS staff technical competence, software upgrades, ease of access, cost effectiveness of the system, user understanding, documentation to support training, and data security/privacy. These results are compared to the support factors identified as significant in previous empirical studies.

Understanding the Hidden Dissatisfaction of Users toward End-User Computing

The objective of this research is to examine satisfied and dissatisfied end-users in an organization to determine if they hold different technological frames of reference towards end-user computing (EUC). This research examines the effectiveness of the computer systems at the organization, while at the same time measuring the level of end-user satisfaction with the EUC environment. Grounded theory techniques for qualitative analysis of interviews were used to assess the technological frames of reference of selected highly satisfied and highly dissatisfied users. While analysis of the satisfaction surveys alone indicated that the user population was generally satisfied with their EUC environment, follow-up interviews and service quality gap analysis highlighted several individual support areas that required remedial action. In addition, satisfied and dissatisfied users held different views or technological frames of reference towards the technology they used. Their frames of reference affected their expectations of the technology, their interactions with the MIS support staff, and their utilization of the technology on a day-today basis.

Knowledge Management Education: An Overview of Programs of Instruction

This chapter provides a broad overview of university-based and other KM training worldwide, with particular emphasis on courses that can assist students in qualifying for Chief Knowledge Officer and other jobs in organizations that have KM programs. First, an overview of KM teaching categories is presented, showing the breadth of approaches that are possible. Second, we provide sample data on graduate KM courses at universities in the US and abroad, concentrating on schools of business and engineering, the two units where KM teaching predominates. Third, we summarize the current offerings of non-university KM training courses and KM certification programs. Finally, we outline the roles, qualifications, and responsibilities of jobs in the knowledge-based organization.

A Methodology for Assessing the Value of Knowledge in a Service Parts Supply Chain

In this paper, we investigate the value of knowledge [V(K)] in a service organization where knowledge is strictly uncodified and used as a supplement to data and information in the decision logic in a service parts replenishment problem. An earlier case study by the authors has revealed that automotive service parts managers often have considerable knowledge about special supply chain events that alter demand-such as a recall for a failing component, production rate changes, and discontinuation notices. Likewise, service parts managers know about local conditions that will influence service part sales, including weather conditions and changes in the service and body shop schedules. In this paper, we develop a methodology for assessing the value of this knowledge, including a service parts demand model with parameters that are estimated and updated using a Bayesian approach. We demonstrate how the V(K) can be quantified via a simulation of the effect of knowledge in the replenishment process for six selected service part categories. As the V(K) is an important input to the economic justification of information technologies, the development of a methodology that quantifies its value is an important contribution to the management of information systems.