Design for success?: critical success factors in executive information systems development

Much of the literature on executive information systems (EIS) development provides lists of factors critical to the successful EIS development. This gives only limited insights into the relationship between the success factors and the development process. By drawing on an in-depth study of EIS development in a large manufacturing company, this paper seeks to provide a theoretically-based explanation of the process by which the relationship between key success factors and the EIS development operated. The rich insights gained from this empirical study are used to critique the main assumptions of the factor approach. This paper argues that a better understanding of the relationship between key success factors and the EIS development is required if success factors are to be of any guidance to the practitioners to develop effective information systems.     

Critical success factors revisited: success and failure cases of information systems for senior executives

The literature suggests the existence of critical success factors (CSFs) for the development of information systems that support senior executives. Our study of six organizations gives evidence for this notion of CSFs. The study further shows an interesting pattern, namely that companies either “get it right”, and essentially succeed on all CSFs, or “get it completely wrong”, that is, fall short on each of the CSFs. Among the six cases for which data were collected through in-depth interviews with company executives, three organizations seemed to manage all the CSFs properly, while two others managed all CSFs poorly. Only one organization showed a mixed scorecard, managing some factors well and some not so well. At the completion of the study, this organization could neither be judged as a success, nor as a failure. This dichotomy between success and failure cases suggests the existence of an even smaller set of “meta-success” factors. Based on our findings, we speculate that these “meta-success” factors are “championship”, “availability of resources”, and “link to organization objectives”.     

Entropy measures and granularity measures for interval and set-valued information systems

In many practical situations, some of the attribute values for an object may be interval and set-valued. The interval and set-valued information systems have been introduced. According to the semantic relation of attribute values, interval and set-valued information systems can be classified into two categories, disjunctive (type 1) and conjunctive (type 2) systems. This paper mainly focuses on semantic interpretation of type 1. Then, a new fuzzy preference relation for interval and set-valued information systems is defined. Moreover, based on the new fuzzy preference relation, the concepts of fuzzy information entropy, fuzzy rough entropy, fuzzy knowledge granulation and fuzzy granularity measure are studied and relationships between entropy measures and granularity measures are investigated. Finally, an illustrative example to substantiate the theoretical arguments is given. These results may supply a further understanding of the essence of uncertainty in interval and set-valued information systems.     

Measuring e-learning systems success in an organizational context: Scale development and validation

Electronic learning (e-learning) has been widely adopted as a promising solution by many companies to offer learning-on-demand opportunities to individual employees in order to reduce training time and cost. While information systems (IS) success models have received much attention among researchers, little research has been conducted to assess the success and/or effectiveness of e-learning systems in an organizational context. Whether traditional IS success models can be extended to investigate e-learning systems success has been scarcely addressed. Based on previous IS success literature, this study developed and validated a multi-dimensional model for assessing e-learning systems success (ELSS) from the perspective of the employee (e-learner). The procedures used in conceptualizing an ELSS construct, generating items, collecting data, and validating a multiple-item scale for measuring ELSS are described. This paper presents evidence of the scale’s factor structure, reliability, content validity, criterion-related validity, convergent validity, and discriminant validity on the basis of analyzing data from a sample of 206 respondents. Theoretical and managerial implications of our results are discussed. This empirically validated instrument will be useful to researchers in developing and testing e-learning systems theories, as well as to organizations in implementing successful e-learning systems.     

Interfacing or models and information systems: A systematic approach

Successful implementation of an OR model within an information system occurs only when the model becomes an integral part of the system. The process of incorporating a model into a system not only necessitates a detailed analysis of the model's informational requirements, which must be satisfied once the model is introduced into the system, but also requires an analysis of the information system with respect to these requirements. Such analyses may reveal that both the model and the system must be perturbed in order to effect a feasible interface. In determining the extent of the modifications to be made to each, the total cost of the various alternatives and the resulting effects on optimality must be established. This paper focuses on the development of informational models and procedures for performing these interface operations and the definition of a basis by which optimal or near optimal modifications and adjustments of the OR model and information system may be determined.     

Measuring users' performance with interactive information systems

Abstract The purpose of this study was to investigate the discrete forms of knowledge required for successful use of interactive information systems (IIS). Using an existing framework, an instrument was created to measure the achievement of three discrete forms of knowledge among novice users of an CD-ROM encyclopedia. The instrument included tasks designed to measure users' knowledge and skills in managing and controlling the system, navigating between information nodes and selecting appropriate search strategies given information related problems. The study examined hierarchical knowledge and compared the development of these forms of knowledge and skills among novices using two different IIS. The results found significant differences in the user performances between two systems in tasks that measured navigation skills and an understanding of the information organisation. It is suggested that these differences were due to differences in the interface design of the two systems and suggestions are made for selecting and implementing IIS systems in school and educational settings.     

A descriptive model of success for computer-based information systems

This article presents a model of the success of computer-based information systems. We hypothesize that the following variables influence the success of the system: involvement of managers in computerization projects: higher-level managerial support; the technical quality of the system; personal factors; the attitude of managers towards EDP personnel and the attitude of managers towards the computerized system. The research finds that the manager's attitudes to computerization are related to all but the last two.Certain classes of variables are difficult to relate to the success of the system (for example, personal factors). If the evidence for the model is considered strong enough to warrant action, the organization should concentrate on several key variables: high quality of the system; good management support, and good training and management involvement.The results of our research should provide better understanding of the variables associated with the success of a computer-based system.     

Factors affecting the implementation success of Internet-based information systems

The Internet has come to revolutionize the way in which business conducts commercial activities. In this paper, we report on the development of a model of Internet-based information systems (IIS) implementation in business-to-consumer electronic commerce based on IS implementation and technology innovation–implementation studies. Our research model suggests that eight factors, comprising the characteristics of IIS technology innovation, organizational factors, and IS related factors, affect the implementation success of IIS. IIS themselves are characterized by three dimensions: volume, sophistication, and information contents. The suggested model was empirically tested using survey results from Korean companies that have adopted IIS. The results of multivariate regression analysis reveal that compatibility and IS infrastructure are key determinants of the extent of IIS implementation (in terms of volume, sophistication, and information contents). IS expertise potentially affects the extent of IIS implementation.     

The impact of IT outsourcing on information systems success

The objective of this research is to assess the impact of IT outsourcing on Information Systems’ success. We modeled the relationships among the extent of IT outsourcing, the ZOT (the Zone of Tolerance), and IS success. We justified our model using the expectancy–disconfirmation theory, the agency theory, and transaction cost economics, and we empirically tested it using structural equation modeling with responses from IS users. We found significant direct and indirect effects (through the service quality) of outsourcing on IS systems’ perceived usefulness and their users’ satisfaction. Whereas the extent of outsourcing is negatively related to the service quality and perceived usefulness, the ZOT-based IS service quality is positively related to the user satisfaction.     

Toward improved calibration of watershed models: Multisite multiobjective measures of information

This paper presents a computational framework for incorporation of disparate information from observed hydrologic responses at multiple locations into the calibration of watershed models. The framework consists of three components: 1) an a-priori characterization of system behavior; 2) a formal and statistically valid formulation of objective function(s) of model errors; and 3) an optimization engine to determine the Pareto-optimal front for the selected objectives. The proposed framework was applied for calibration of the Soil and Water Assessment Tool (SWAT) in the Eagle Creek Watershed, Indiana, USA using three single objective optimization methods [Shuffled Complex Evolution (SCE), Dynamically Dimensioned Search (DDS), and DiffeRential Evolution Adaptive Metropolis (DREAM)], and one multiobjective optimization method. Solutions were classified into behavioral and non-behavioral using percent bias and Nash–Sutcliffe model efficiency coefficient. The results showed that aggregation of streamflow and NO_x (NO₃-N + NO₂-N) information measured at multiple locations within the watershed into a single measure of weighted errors resulted in faster convergence to a solution with a lower overall objective function value than using multiple measures of information. However, the DREAM method solution was the only one among the three single objective optimization methods considered in this study that satisfied the conditions defined for characterizing system behavior. In particular, aggregation of streamflow and NO_x responses undermined finding “very good” behavioral solutions for NO_x, primarily because of the significantly larger number of observations for streamflow. Aggregation of only NO_x responses into a single measure expedited finding better solutions although aggregation of data from nested sites appeared to be inappropriate because of correlated errors. This study demonstrates the importance of hydrologic and water quality data availability at multiple locations, and also highlights the use of multiobjective approaches for proper calibration of watershed models that are used for pollutant source identification and watershed management.     

Measuring the success of retention management models built on churn probability,retention probability,and expected yearly revenues

We claim that often marketers have not all the information to develop various marketing campaign models. For example, marketers may have sufficient information to build a model for predicting possible churners, while they may have no clues of which customers are most likely to accept a retention campaign. In this paper, we first show that the information useful for a successful churner prediction model alone is not sufficient to develop a successful retention marketing program. In such a case, we claim that only theory-based simulation approach is feasible. In particular, it is claimed that optimal retention management models should consider not only churn probability but also retention probability and expected revenues from target customers. To validate our claim, we develop and compare five retention management models based on churn probability, retention probability, expected revenues, and combination of these models along with different evaluation metrics. Our experimental results show that the retention management model with the highest accuracy in predicting possible churners is not necessarily optimal because it does not consider the probability of accepting retention promotions. In contrast, the retention management model based on both churn and retention probability is the best in terms of predicting customers who are most likely to positively respond to retention promotions. Ultimately, the model based on expected yearly revenue of customers accrues the highest revenues across most target points, making it the best model out of five churn management models.     

Measuring implementation outcome: beyond success and failure

This paper proposes a framework for measuring the impact of a computer-based application in an organization. Recognizing the complexity of the implementation process, the framework is multi-dimensional: it seeks to measure the outcome of an implementation effort on both the people and tasks affected as separate from user's definition of “success”. The framework can be used to support either the quantitative or case study methodologies used in implementation research. Finally, the authors describe a field test of the framework to demonstrate its usefulness in an organizational setting.     

Engaging in activities involving information technology: dimensions, modes, and flow

An engagement mode involves a subject (e.g., a user of information technology, or IT) who is engaged in an activity with an object in a certain manner (the mode). The purpose of this study is to develop a general model of engagement modes that may be used for understanding how IT-related activities are shaped by properties of the user and the IT object. A questionnaire involving items on IT engagement and the experience of flow was administered to 300 participants. The results supported an engagement mode (EM) model involving 5 different engagement modes (enjoying/acceptance, ambition/curiosity, avoidance/hesitation, frustration/ anxiety, and efficiency/productivity) characterized on 3 dimensions (evaluation of object, locus of control between subject and object, and intrinsic or extrinsic focus of motivation). The flow experience follows from a balance between enjoying/ acceptance and efficiency/productivity propelled by ambition/curiosity. The EM model could provide a platform for considering how IT users, IT applications, and IT environments should work together to yield both enjoyment and efficiency. Actual or potential applications of this research include designing IT training programs on different levels of specificity.     

Program models for diagnosis of information control systems

A problem of developing diagnosis procedures, which is posed when creating system software, is discussed. Most often, the procedures consist in using test programs. However, for the information-measuring and information-control systems, the functional diagnosis programs that test the system in the course of problem solving are proved useful. An approach to developing such programs based on the system model is proposed.     

Soft systems and systems engineering: on the use of conceptual models in information system development

Abstract. Many recent studies have shown that computer-based systems continue to ‘fail’ at a number of different levels (Romtec, 1988; KPMG, 1990) and it is increasingly apparent (Maclaren et al., 1991) that the most serious failures of information technology (IT) lie in the continuing inability to address those concerns which are central to the successful achievement of individual, organizational and social goals. It is the contention of this paper that this failing is precisely because these are the areas which are ignored or inadequately treated by conventional system development methods. There is, of course, a vast body of literature concerned with the understanding of complex human activity systems. This literature often reflects a mass of contradictions at the epistemological and the ontological level about the behaviour of such systems and has also spawned numerous methods (and methodologies) which seek to guide the individual in making successful interventions into organizational situations (Rosenhead, 1989). Despite this multiplicity of viewpoints many writers have posited a dichotomy between so-called 'soft and ‘hard’ approaches to problem situations and use this dichotomy to inform the choice of an appropriate problem-solving methodology (Checkland, 1985). In this paper we characterize these two approaches as being concerned with either the purpose(s) of the human activity system (i.e. ‘doing the right thing’) or with the design of the efficient means of achieving such purpose(s) (i.e. ‘doing the thing right’). It is our belief that much of the literature and work in either area has not concerned itself with the issues of the other. Writers on ‘hard’ engineering methods often assume the question of purpose to be either straightforward (e.g. given in the project brief) or, paradoxically, too difficult (e.g. it is not our concern as mere systems analysts). Writers on ‘soft’ methods on the other hand rarely have anything to say about the design and implementation of well-engineered computer-based systems, giving the impression that this is a somewhat mundane activity better left to technical experts. This paper, therefore, attempts to set out a rationale for the bringing together of principles from both ‘hard’ engineering and ‘soft’ inquiry methods without doing epistemological damage to either. To illustrate our argument we concentrate on JSD (Jackson system development) as an example of system engineering (Cameron, 1983) and SSM (soft systems methodology) as an example of system inquiry (Checkland, 1981; Checkland & Scholes, 1990). Our general thesis, however, does not depend upon either of these two approaches per se but applies to the overall issue of bringing together insights from two apparently opposed epistemological positions in an effort better to harness the power of IT in pursuit of purposeful human activity.     

Behavioral adaptation of information systems through goal models

Customizing software to perfectly fit individual needs is becoming increasingly important in information systems engineering. Users want to be able to customize software behavior through reference to terms familiar to their diverse needs and experience. We present a requirements-driven approach to behavioral customization of software systems. Goal models are constructed to represent alternative behaviors that users can exhibit to achieve their goals. Customization information is then added to restrict the space of possibilities to those that fit specific users, contexts, or situations. Meanwhile, elements of the goal models are mapped to units of source code. This way, customization preferences posed at the requirements level are directly translated into system customizations. Our approach, which we apply to an on-line shopping cart system and an automated teller machine simulator, does not assume adoption of a particular development methodology, platform, or variability implementation technique and keeps the reasoning computation overhead from interfering with the execution of the configured application.     

The determinants of the critical success factors of information systems downsizing

Competitive advantage in the information age is based, in large part, on a firm's capability to acquire and use quality information as well as effective and efficient services, with its information technology resources at the least possible cost. One possible strategy for improving the cost-performance ratio of information technology resources is known as downsizing. The downsizing effort is a strategic move that is believed by many organizations to be capable of yielding significant benefits. It can also be a costly endeavour which may leave a firm worse off. Therefore, careful planning and control must be exercised if information systems downsizing is to succeed. This paper reports the results of a study whose purpose is to identify and explain the critical success factors for a downsizing effort. Results of the study show that information systems downsizing may produce benefits such as improved information systems, improved organizational structure, higher productivity, and lower cost. The results also indicate that downsizing success is dependent upon complex linkages of communications, action plans, needs for downsizing as perceived by employees, and the specific method of downsizing used.     

A contingency model for estimating success of strategic information systems planning

Strategic information system planning (SISP) has been identified as a critical management issue. It is considered by many as the best mechanism for assuring that IT activities are congruent with those of the rest of the organization and its evolving needs.