Lecture 8 - Trust during implementation, Abstract systems

Question 1

What are the 4 stages in an ERP life cycle? (slides)

Answer 1

1. Chargering (Decision defining the business case and solution constraints)
2. Project (Getting the system and end users up and running)
3. Shakedown (Stabilizing, eliminating “bugs”, getting to normal operations)
4. Onward and upward (Maintaining systems, supporting users, getting results, upgrading, system extensions)

Question 2

What is the overall meaning of trust in relation to implementation? (Slides, Defineret i et af Bjarnes studier)

Answer 2

Trust is actors belief in the successful completion of the implementation project. (Slides)

Question 3

Til hvilke fire elementer snakker vi om trust relationer? (Slides)

Answer 3

People, technology, organisations and social systems.

Question 4

What is the three levels of trus-based according to Lewicki and Bunker, and what is the conclusion about them? (Schlicther, 2010a)

Answer 4

1. People-based trust (“to keep one’s word)
2. Knowledge-based trust (“based on predictability - relies on information”)
3. Identification-based trust (“the parties effectively understand and appreciate other people’s wants - act for each other”
   Conclusion: Development of trust at one level enables lthe development of trust at the next higher level; a violation of trust can also reduce the level of trust, and therefore also change the mechanisms used to develop trust.
   (Schlicther, 2010a)

Question 5

What are the two types of abstract system presented by Giddens? (Schlicther, 2010b)

Answer 5

1. Symbolic tokens (a medium that can be passed around among people and groups of people, where these groups can act on the basis of these media in principle, without taking into consideration the specific characteristics of that group. An example is money)
2. Expert systems: More complex systems based on, or formed from, a combination of technical means, procedures, professionals expertise and other structures, as for example transport systems. (Schlicther, 2010b)

Question 6

Abstract systems only work if… (Schlicther, 2010b)

Answer 6

… people trust the system. This means that people need to have faith in the system, so they will use the system, without it being a requirement that they have fully understood how the system is constructed or how it works. (Schlicther, 2010b)

Question 7

Explain the concepts of technology, rules and actors related to abstract systems through the example of the car transportaion system. (Schlicther, 2010b)

Answer 7

Technology: Cars and roads
Rules: Traffic laws and norms
Actors: Drivers, police and mechanics
(Schlicther, 2010b)

Question 8

What are the two types of access point to an abstract system?
(Schlicther, 2010b)

Answer 8

1. Faceless interaction: You do not meet a real person. Example: withdrawing money from a cash machine.
2. Face work interaction: The indicvidual meet a real living person: an expert. Example: withdrawing money from a clerk inside a bank.
   (Schlicther, 2010b)

Question 9

Explain the concept of variance theory and the three conditions provided by Zucker. (related to trust)(Schlichter, 2010b (phd))

Answer 9

Variance theories show the one-directional invariant relationship between cause and effect, between independent and dependent variables. An example o a variance theory is the claim by Zucker that (the level of) trust is dependent on a set of conditions:

1. The process itself, e.g. the degree to which a supplier delivers as expected. (process based)
2. Those involved share understanding based on gender, culture, race etc., and shared reference frame. (characteristic based)
3. Professional standards certifications based on formal structures such as certification, regulation or independent intermediaries (institution based)

Question 10

Describe the concept of process relations, and the three-stage process model (related to trust) (Schlichter, 2010b (phd)).

Answer 10

Process relations show how trust is developed through a chain of incidents, thus undergoing a change of state; named process theories.
Three-stage process model:
1. People based trust (to keep one’s word). No shared history.
2. Knowledge based trust (based on predictability - relies on information). Fælles historie men ingen tydeligt delte værdier. Eksempelvis
3. Identification based trust (The parties effectively understand and appreciate other people’s wants - act for each other) There is a shared history and paties are interlinked.

Question 11

Describe the dynamic theories about trust (Schlichter, 2010b - findings) and google docs notes

Answer 11

Both conditions and trust are interrelated. (Bjarne)
Structuration theory provides a ‘dynamic conceptualization of structure as being continuously produced and reproduced through situated practice which facilitates the study of change (Docs notes)

Question 12

Hvad er de tre phaser i Aladwani, 2001 framework til sikring af success change management ved ERP-implementering? (Change management strategies til at imødekomme resistance to change )

Answer 12

1. Knowledge formulation phase: Identify and and evaluate the attitudes of individual users and influential groups of the IT system.
2. Strategy implementation: Use the knowledge from phase one to come up with strategies (communication, vis hvordan de kan skabe værdi for den enkelte, training etc.) to avoid resistance to change and implement them.
3. Status evaluation phase: Use a performance system to measure ERP implementation status to provide top management with usefull feedback about the degree of resistance to change. I the feedback is very negative it can an opportunity to begin ones again from phase 1.
   (Aladwani, 2001)

Question 13

What is the purpose of the design-gap model? (Heeks, 2006)

Answer 13

So far this design-reality gap model has been used mainly just as an evaluation tool describing failure with its reasons. It is also encouraged to use it as a risk assessment tool when making predictions.
(Heeks, 2006)

Question 14

In what way can hybrids help to prevent information system failures? (Heeks, 2006)

Answer 14

Hybrids are people with technical as well as other skills (the second skill can be management or medical specific). By involving hybrids in the system design process you can build a bridge between users and developers and help to balance different views and interests and warn about changes in realities that might influence the process and thereby significantly shape a successful outcome of the system design.(Heeks, 2006)

Question 15

What are the categories of failure of HIS (Health Information Systems) Initiatives described in the article and how many projects fall into which category? (Heeks, 2006)

Answer 15

The first category is total failure, when nothing is implemented in the end (20-25%). The second category is partial failure, which occurs when core objectives are never realized (33-60%). A HIS project is considered a success when the goals of most stakeholders are met (rest: minority of projects).(Heeks, 2006)

Question 16

How can you apply the ITPOSMO dimensions to understand design-reality gaps?(Heeks, 2006)

Answer 16

Design reality gaps can be categorized on a scale between low, medium and high along each of the dimensions. Information: Does the information provided match the information demand of the users? Technology: How well does the system fit into the existing technological environment? Process: Does the system take the current procedures of the organization into account? Objectives and values: Are beliefs, customs and aims of the users considered in the system design? Staffing and skill: Can the system be used with the current skill set of the users? Management systems and structures: Does the system fit these? Other resources: Can the system be introduced and used with the current available resources of the organization? (Heeks, 2006)

Question 17

In which phase of the RUP model could we identify a design-reality gap? (Heeks, 2006)

Answer 17

In the transition phase. In this phase, the software product is becoming available to the end-users.At this point,training and understanding of the system starts while the system is evaluated against users’ expectations. Precisely at this point,a design-reality gap would be easily identified. (Heeks, 2006)

Question 18

How can internal stakeholder rationalities and external context contribute to design-reality gaps in the health sector? (Heeks, 2006)

Answer 18

So-called hard-soft gaps can occur when particular stakeholder groups have a dominating role in the design of Information Systems. This can either be a technology-centered view, typically when a system is created mainly by IT professionals, or a management-dominated view which in most cases focuses on financial aspects, but also a medical-based view when rational, medical-specific aims dominate the process.
Design implementation context gaps are influenced from the environment outside the organization. They can arise from differences between the private sector and public institution that often have to cope with more resource limitations. Differences between countries that are more developed than others who often deal with unstable environment and hierarchy dependencies can also lead to difficulties in the transfer of systems. (Heeks, 2006)

Question 19

What are two main factors that influence attitude and behavioural intention of IS implementation according to Technology Acceptance Model? (Amoako-Gyampah & Salam, 2004)

Answer 19

Perceived Usefulness (PU)
Perceived Ease of Use (PEU)
(Amoako-Gyampah & Salam, 2004)

Question 20

Why did Amoako-Gyampah and Salam find it necessary to develop a new model based upon the framework of Technology Acceptance Model? (Amoako-Gyampah & Salam, 2004)

Answer 20

To capture the complexity of larger ERP implementations as well as provide insight into the external factors that ultimately influences both PU and PEU. (Amoako-Gyampah & Salam, 2004)

Question 21

What new construct is added to the original model (Technology Acceptance Model) and what does this new variable entail? (Amoako-Gyampah & Salam, 2004)

Answer 21

The shared belief construct which refer to the belief that organizational participants share with their peers and superiors on the benefits of the ERP Systems. (Amoako-Gyampah & Salam, 2004)

Question 22

Beside the construct mentioned in the previous question, which two external factors did Amooko-Gyampah et. al include and how do they connect to the rest of the model (Technology Acceptance Model)? (Amoako-Gyampah & Salam, 2004)

Answer 22

Project communication, which influences the shared belief in the system.
Training, that both affect the shared belief in the system as well as directly influence PEU.
(Amoako-Gyampah & Salam, 2004)

Question 23

How can implementation managers utilize the concepts of the new model (Technology Acceptance Model? (Amoako-Gyampah & Salam, 2004)

Answer 23

Recognize the use that solid training and communication mechanisms will likely have positive effect on the shared beliefs of the project and eventually lead to an increase in the acceptance of the model.
(Amoako-Gyampah & Salam, 2004)