Title:
Value-Program
Analysis:
Capturing The Pluralistic Nature of IT Enabled Organizational Action
Abstract: This
paper
introduces a framework for analyzing technology-based organizational
action.
It presents the concept of 'value programs', to represent the complex,
pluralistic
nature of organizational action around the application of IT systems.
The
nature of IT based organizational functioning and transformation is
usefully
distinguished in terms of multiple courses of action, driven by
dissimilar
and sometimes conflicting interests. An example of the use of this
analysis
approach is presented through a case study analysis of IT-based
customer
service operations. The framework’s utility is seen to lie in capturing
the
social complexity of IT based organizational functioning from an
inter-relational,
integrative standpoint. This research advances the application of
systems
thinking to organizational analysis in the IS field.
Author: Stephen
Corea