New PDF release: Benefits Management: Delivering Value from IS & IT

By John L. Ward, Elizabeth Daniel

ISBN-10: 047009463X

ISBN-13: 9780470094631

ISBN-10: 0470094648

ISBN-13: 9780470094648

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Extra info for Benefits Management: Delivering Value from IS & IT Investments (John Wiley Series in Information Systems)

Sample text

Computer systems control the flow of activity between individuals, who are given a certain time to complete their allocated tasks. The completion of tasks is monitored by the system and failure to complete such tasks on time is flagged to a manager. While such systems offer many benefits to organizations, often including improved cycle times and consistency of approach, they tend to reduce the creativity and autonomy of the individuals involved. While the reduction in these aspects may be appropriate in areas such as the approval of bank loans or the processing of an insurance claim, workflow systems are increasingly being applied to areas that are considered highly creative or non-routine, such as developing marketing campaigns, new product development and the handling of legal cases.

Explicit knowledge is that knowledge that can be expressed and hence codified. This is often called objective or fact-based knowledge. In contrast, tacit knowledge is the knowledge that cannot be easily expressed. It is the knowledge held in the ‘heads’ of individuals that has been acquired over time, usually from many interactions with others, and which is often also termed experience or skills. The intention of most knowledge management initiatives within organizations is to ensure that as much explicit knowledge as possible, or at least that most valuable to the organization, is expressly captured.

The traditional business case fails to identify the changes in these social aspects of information technology adoption, either due to an ignorance of their importance from those preparing the business case or the realization that their inclusion will increase not only the cost of the project, but also the time required and risk involved. A helpful theoretical model that explains the steps involved in creating value from IS/IT, and highlights the importance of business change in this process, has been proposed by Soh and Markus (1995).

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Benefits Management: Delivering Value from IS & IT Investments (John Wiley Series in Information Systems) by John L. Ward, Elizabeth Daniel


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