The planned and materialized implementation of an information system

TLDR: In this article, the authors present a case study of a marketing and sales information system in two local offices of a regional telephone company, which is tailored to meet the needs of the industry and developed by a software vendor in close cooperation with the nationwide alliance of regional telephone companies.

Abstract: The object of this case study is a marketing and sales information system in two local offices of a regional telephone company. A unified, advanced client/server system was needed due to the merging of three companies into a bigger regional company, keener competition, and the growing complexity of the services provided. The system is tailor-made to meet the needs of the industry and it was developed by a software vendor in close cooperation with the nation-wide alliance of regional telephone companies. This study illustrates the difficulties in simultaneously aligning an organization and implementing a new information system. Views on the skills and competence needed in using the system vary, and lead to the negligence of education and training. The consequent lack of skills and knowledge of some users, especially of those not using the system regularly, create profound problems in the whole work process and in productivity as the first, obvious work practices become the dominant mode of operation bypassing the desired integrated workflow. The findings are discussed and reflected to concepts of institutionalization, positive reinforcement, and productivity paradox. This case emphasizes the importance of the organizational implementation and adaptation process which ought to begin after the implementation of the technical system.