Teresa Waring

Interpreting integration with respect to information systems in organizations : image, theory and reality

The integration of information systems (IS) is a phrase which is commonly used in both research and practice within the IS field and across many organizational contexts. This paper uses a historical review to explore how the image of integrated IS has been constructed, evolved over three decades and how this has resulted in the widespread acceptance of idealized goals and benefits. A literature search for an underlying theoretical basis for the concept of systems integration is made, highlighting a diversity of opinion. Two case studies are used to examine the meaning of integration relative to the images and ideals, theory and reality. The study concludes that there is an urgent need for better conceptual and theoretical models of integration to enable more effective discourse of the concept. These models must also encompass and include more diverse non-technical factors for the adoption of more complex forms of IS.

The adoption of customer relationship management (CRM) technology in SMEs: An empirical study

Purpose – The aim of this paper is to use an innovation decision process to examine CRM technology adoption in small to medium-sized enterprises and its intrinsic link to the nature of the organisation and the individuals within it. Design/methodology/approach – A survey was administered to SMEs in Southern California to measure the organisational characteristics, specifically management characteristics, employee characteristics, IT resources and firm characteristics. The perception of CRM, decision to adopt CRM, and extent of CRM implementation were also measured. Previously validated instruments were used where required. The data were analysed using multivariate and logistic regression. Findings – The results indicate that managements innovativeness affects the firms perception of CRM systems, but age, education and gender do not. The decision to implement a CRM system is influenced by managements perception of CRM, employee involvement, the firms size, its perceived market position, but not the ind...

The information management and technology strategy of the UK National Health Service – Determining progress in the NHS acute hospital sector

The publication of the United Kingdom National Health Service (NHS) Information for Health Strategy heralded a new strategic focus for the provision of information systems (IS) support across the NHS. Key changes concerned the placement of much greater emphasis on clinical information needs by route of the Electronic Patient Record (EPR) and the Electronic Health Record (EHR). The last decade has seen unprecedented changes within the NHS due to government policies, political ideology, health‐care reform and pace of technological progress. This paper argues that this rate and scale of change has outstripped the ability of health‐care organisations to respond effectively in order to implement the key goals set by strategic policy makers. An historical review is combined with an analysis of recent empirical survey data to determine the evolution and progress of the NHS IMT struggling to provide adequate foundations for systems integration (data, work and culture). Conclusions reflect on the current progress and ambition of the strategy and comment on its potential outcome given existing NHS knowledge of IT, skills, capability and infrastructure.

Information management and technology in England’s large acute NHS hospitals: national strategy versus local reality

Discusses the NHS Executives information management and technology (IM&T) strategy and its relationship to the 1991 reforms. Examines the recommendation for large acute hospitals to adopt integrated hospital information support systems (HISS). Reports that a recent census of these hospitals, undertaken by the authors, suggests that the implementation of the strategys recommendations has been slow at the local level. Attempts to diagnose the factors that are impeding implementation, using the evidence provided by the census. Identifies four main problem areas: the lack of success of past IM&T initiatives undermines confidence in the current strategy; the strategy is poorly aligned with other policy initiatives; the legacy of discrete, proprietary information systems within hospitals makes the creation of an integrative information environment difficult to accomplish without massive investment in new systems; and there are implicit contradictions between the following: the absence of a comprehensive post-implementation evaluation of the economic, technological and cultural feasibility of HISS at any of the three HISS pilot sites; the strategys advocacy of HISS as the way forward for large acute hospitals; the requirement for a comprehensive business case to support any substantial investment in IM&T. Concludes that a massive rethink of policy is required, with a much greater emphasis on research, development and independent evaluation.

Innovations in inpatient flow and bed management

Purpose – The purpose of this paper is to address a gap in operations management empirical research through the use of diffusion of innovation (DOI) theory to develop further insight into patient flow and bed management, a problem that has been taxing healthcare organizations across the world. Design/methodology/approach – The study used an action research (AR) approach and was conducted over an 18-month period within an acute hospital in the north east of England. Data were generated through enacting AR cycles, interviews, participant observation, document analysis, diaries, meetings, questionnaires and statistical analysis. Findings – The research conducted within this study has not only led to practical outcomes for the hospital in terms of the successful adoption of a new patient flow system but has also led to new knowledge about the determinants of diffusion for technological and process innovations in healthcare organizations which are complex and highly political. Research limitations/implications...

Investigating the readiness of people in manufacturing SMEs to embark on Lean Six Sigma projects: An empirical study in the German manufacturing sector

Purpose – The purpose of this paper is to focus on three fundamental human-related behaviour factors associated with Lean Six Sigma (LSS) projects in German manufacturing small-and medium-sized enterprises (SMEs) on the readiness of people (managers and their staff) to commence LSS projects. These are core personal competence, strategic vision of the people and the organisational culture of the specific organisation. Design/methodology/approach – Based on a thorough review of the academic literature a set of hypotheses were constructed to examine the level of association between people’s competence, vision and culture with LSS readiness within SMEs. This was done using correlation and regression analysis. Data collection were carried out in seven different German manufacturing SMEs involved in aerospace supply and agro-food manufacturing using a survey instrument. Findings – It was found that there is a strong positive association between the core competence of people and organisational culture with readi...

Understanding customer relationship management technology adoption in small and medium-sized enterprises: An empirical study in the USA

Purpose – The customer relationship management (CRM) technology adoption process in small- and medium-sized enterprises (SMEs) is an under-researched area and the purpose of this paper is to extend the knowledge and offer greater understanding of the CRM adoption process through an empirical study in the USA. Design/methodology/approach – In this study it is hypothesized that the likelihood of CRM technology being adopted is dependent on management characteristics, organizational characteristics and managements perception of CRM technology. To investigate the proposed model a survey of SMEs in the retail, manufacturing and services sectors was conducted in Southern California, USA. Findings – The results indicate that management characteristics significantly influence a firms perception of CRM technology specifically innovativeness and positive attitude to CRM. Organizational characteristics such as the employee, information technology (IT) resources, a firms’ innovativeness influence the likelihood tha...

An enterprise resource planning system innovation and its influence on organisational culture: a case study in higher education

Many organisations are adopting new enterprise resource planning (ERP) systems to address their organisational and business problems. These technologies may promise utopian visions of information management, yet often they have the potential to re-shape organisational life and bring even more control to the workplace; in some instances outcomes that are unpredictable and detrimental to the organisation. The study of ERPs and their influence on organisational life and culture is a complex and highly contested area of research which has been the subject of much theorising. This paper adds to the debate through a longitudinal case study of an integrated information system implementation undertaken within a large UK university. The system (known as SITS – strategic information technology services) was introduced into a university in 2006 and the focus of the research has been on culture change within the SITS environment. Document analysis, interviews and participant observation were used to collect data. What has emerged from this study is that many current approaches are unable to account for the complexity of cultural studies within an integrated information systems environment. Therefore we have adopted an approach which acknowledges technology’s power to facilitate or constrain, as well as the role that individuals play in the use of technology to organise.

Emergent Cultural Change: Unintended Consequences of a Strategic Information Technology Services Implementation in a United Kingdom University.

Over the past 20 years, universities in the United Kingdom have been undergoing a dramatic period of transformation and change which can be attributed to the expansion of the higher education sector, the growth in student numbers and the development of an ideological approach to public service management referred to as ‘new managerialism’. The growth in student numbers has provided a challenge for universities, and many have adopted enterprise-wide information systems such as Strategic Information Technology Services (SITS) to support the management of student data in all areas of the university. This article explores through a three-year case study in a UK university how the introduction of SITS, an enterprise-wide student administration system, intended to deliver better quality student information, has had some unintended consequences for organisational culture, which include the expansion of new managerialism and the further weakening of academic status within the university.

Through the kaleidoscope: perspectives on cultural change within an integrated information systems environment

The study of information systems and their influence on organisational culture is a complex and highly contested area of research which has been the subject of much theorising. This paper intends to add to the debate through a longitudinal case study of an integrated information system implementation undertaken within a large UK university. The system known as SITS (Strategic Information Technology Services) was introduced into the university in 2006 and the focus of the research has been on culture change within the SITS environment. Document analysis, interviews and participant observation were used to collect the data for this study. What has emerged from this study is that current approaches are unable to account for the complexity of cultural studies within an integrated information systems environment and therefore we have developed the concept of the ‘cultural kaleidoscope’ as a heuristic to better understand the nature of cultural change within these circumstances.