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8/12/2019 Success & Failure of Information System
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Information System Problem Areas
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Design
Operations Data
ost
InformationSystem
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DesignInformation not provided quickly
In a format impossible to digest and use
Represent wrong pieces of data
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Change management and concept of
implementation
System Analyst acts as change agent
Develops technical solutions
Redefines configurations, interactions, jobactivities and power relationships
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Causes of Implementation success and
failureRole of users in the implementation process
Degree of management support
Level of complexity and risk
Quality of management
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Information System success or failure factors
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User involvementand
influence
DesignCost
Operations
Data
ManagementSupport
Level ofComplexity/Risk
Management ofImplementation
process
IMPLEMENTATIONOUTCOME
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User influenceUser concerns Designer concernsWill the system deliver the information Ineed?
How much disk storage space consumed?
How quickly can I access data? How many lines of program code?
How easily can I retrieve data? How can we cut down CPU time?
How much clerical support do I need? What is the most efficient way of storingdata?
How will the operation of the system fit inthe system?
What database management systemshould we use?
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Level of complexity and riskProject size
Project structure
Experience with technology
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Management of Implementation processCosts that vastly exceed budget
Unexpected time slippage
Technical shortfalls
Failure to obtain anticipated benefits
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Some factors Ignorance and optimism
The mythical man-month
Bad news travel slowly upward
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Information System Success: Individual and OrganizationalDeterminants by Rajiv Sabherwal, Anand Jeyaraj, and CharlesChowa of the University of Missouri-St. Louis.
A study focusing on information systems says that qualityand usefulness trump user satisfaction in the quest forsuccess. The findings are the subject of a paper in the
Management Insights section of the current issue ofManagement Science, the flagship journal of the Institutefor Operations Research and the Management Sciences(INFORMS).
Management Insights, a regular feature of the journal, is adigest of important research in business, management,operations research, and management science. It appearsin every issue of the monthly journal.
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http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/8/12/2019 Success & Failure of Information System
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Based on empirical research conducted between 1980 and 2004, the study examines
four aspects of information systems (IS) success: system quality, perceived
usefulness, user satisfaction, and system use. The authors highlight the
importance of system quality, which affects all other aspects of IS success. They also
observe that system quality and perceived usefulness but, curiously, not user
satisfaction, influence the extent to which the system is used.
The studys results suggest that system developers and managers should concentrate
on developing better systems rather than focusing on increased user satisfaction with the system.
The analysis also suggests that four long-term measures related to information
systems are particularly important: ( 1) IS training, (2) improving individuals
attitudes toward information systems, (3) gaining top-management supportfor information systems, and (4) developing organizational structures that
facilitate use of information systems, such as help desks and online user assistance.
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http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/http://www.lockergnome.com/it/2007/01/09/keys-to-success-in-information-systems-quality-and-usefulness-not-user-satisfaction/8/12/2019 Success & Failure of Information System
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Hershey foods :Failure & success with IT
Candy manufacturer in 1999 decided to install an ambitious SAP AGs R/3enterprise resource planning applications simultaneously with supportingsoftware solutions from two other software vendors- risky decisionIncreased risk by targeting the completion of this daunting task by july 1999 one of the busiest time of the year. During this period each year retailers beginordering large amounts of candy during back to school days A four year project rushed to 30 months to reap the benefits as soon aspossible bad decision
Pursued an upgrade of ERP system to a new R/3 version in July 2001Upgrade complete by may 2002 at cost 20 % under budget without any orderprocessing and product shipment disruptions as was the case earlier.Using integrated business analysis tools in their ERP ,effectively measure theimpact of their sales and marketing programs
Hershey attributed their ultimate success to :Strong program management and executive leadershipDiligent planningDevelopment and implementation of extensive testing and training plan
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Electronic birth Registration in Bangladesh:
Bangladesh heavy growth in in their birthrate
Through financial assistance of UNICEF, the electronic birth registrationinformation system (BRIS) was developed
Challenges- Widespread poverty in Bangladesh led to corruptions as individuals rely on bribes
to maintain their livelihoodsBRIS viewed as a threat to corrupt activities resistance to adopt the changes A severe lack of IT skills within the Bangladesh Public sectorProblem increased as appointments made on the basis of seniority and political
involvement
Mant It professionals not properly qualified to design or maintain informationsustemThe system budget was severely constrained due to limited funds
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KEY to successDevelopment teams sensitivity to these issues Creative approach to system buildingRealization the importance of young and talented staffEfforts on changing the existing structure and processes
Automated system free from redundant and inefficient processes
Value of starting small but thinking big
Project started with a small pilot, but was designed with an eye towardfuture integration with other possibly yet undeveloped systems
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Citibank Problems with E-mail scamsCitigroup Inc. largest and most profitable financial services since 1812
Has 200 million customer in more than 100 countriesFirst to point out that no one is immune to internet scams
November 2003 targeted by scam artists to get the confidential bank card numbersof their customers
E-mail included a link appeared directing the customers to a Citibank website where they were greeted with a pop up box asking them their debit card nos,PIN no. and their card expiration dates.-website was a fake site to gain access tothe information
Citibank network security officials immediately alerted and posted message whatcustomers should do if they have received it or worse if they have responded toit
Very little actual damage or loss doneCustomer confidence was affected and a significant cost in both money and time to
secure their site ,notify customers and investigate potential losses
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Thank you.
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