The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Outsourced Information Systems Failures in SMEs: a Multiple Case Study  pp73-82

Jan Devos, Hendrik Van Landeghem, Dirk Deschoolmeester

© Jun 2008 Volume 11 Issue 2, Editor: Dan Remenyi, pp51 - 108

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Abstract

Since the 1980s, a number of frameworks have been proposed for understanding the concept of information system (IS) failure. Two approaches to IS failures seem particularly important: the concept of Expectation Failure and the concept of Termination Failure. We argue that there is an extra dimension to the problem that is not covered by those descriptive models, which we call the Outsourced IS Failure (OISF). To explain the OISF we draw on agency theory, which views the problems that occur in outsourced environments as the results of three factors: goal differences, risk behaviour differences and information asymmetry. Although the (positivistic) agency theory has already been used to describe phenomena of failure in IT relations there is still a lack of empirical evidence. This paper brings the results of the attempts of falsification of the agency theory in situations of OISF. A positivistic case study research was conducted based on multiple cases in SMEs. The choice for qualitative research is based on the accessibility of well documented secondary data in litigation files of failed IS projects. Eight cases of IS project failures subject to litigation were selected. We conclude that the agency theory has strong prediction and explanation power for OISF. However some adjustments are needed to the agency theory. The theory seems to work in two ways, opportunistic behaviour is also observed on the side of the principal. The findings indicate that lack of trust is a prominent determinant for failure.

 

Keywords: IS outsourcing, SMEs, IS failures, Principal Agent theory, Organisational and Personal Trust

 

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Journal Article

Management of Information Systems Outsourcing: Evaluation of Lessons Learned From a Boundary Spanning Perspective  pp63-73

Bjorn Johansson, Linda Bergkvist

© Jan 2012 Volume 15 Issue 1, ECIME 2011, Editor: Walter Castelnovo and Elena Ferrari, pp1 - 148

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Abstract

Even if outsourcing is a well‑researched phenomenon, it can be stated that evaluation studies on IS outsourcing relationships are scarce. From a description of two IS outsourcing relationship cases, a set of lessons learned are presented. A boundary spann ing perspective is then used when evaluating these lessons learned in the client‑supplier outsourcing relationships and thereby adding a newŽ theoretical perspective on outsourcing relationships. The evaluation is concluded in a set of propositions that present the boundary spanning perspective of the lessons learned. The aim of these propositions is to act as both a guiding tool for how to further develop boundary spanning roles in outsourcing relationships and to act as a base for future research on ou tsourcing relationships.

 

Keywords: boundary spanning, IS outsourcing, relationships management

 

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Journal Article

Evaluating Service Quality Dimensions within e‑Commerce SMEs  pp155-170

Graham D. April, Shaun Pather

© Nov 2008 Volume 11 Issue 3, Editor: Dan Remenyi, pp109 - 212

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Abstract

With the continued growing investment in WWW technologies by e‑Commerce businesses the measurement of Information Systems (IS) effectiveness in this business sector has become increasingly important over the last decade. As business users, especially in the SME sector, have become reliant on outsourced IS service providers for a wide range of services, the quality of service rendered by the latter is an important issue which impacts on IS effectiveness. Researchers have since the 1990s recognised the importance of service quality as a measure of IS performance. The literature suggests that IS service delivery to e‑Commerce businesses needs to be evaluated differently to that of traditional brick‑and‑mortar businesses. There is however a paucity of research regarding IS evaluation in e‑Commerce environments, including that of the application of service quality principles. It is thus difficult for managers of IS service providers in this context to develop a complete picture of the effectiveness of the IS they deliver. This paper reports on a study which investigated whether IS service quality criteria and dimensions applied in large brick‑ and‑mortar organisations, are also applicable to SME e‑Commerce businesses in the tourism sector in South Africa. In pursuit of this objective an IS‑adapted SERVQUAL instrument was tested in an e‑Commerce SME environment. The research results indicate that, although SERVQUAL principles are applicable to the e‑Commerce SME context, the service quality dimensionality is different. The research derived four new dimensions for service quality expectations of e‑ Commerce SMEs viz., Credibility, Expertise, Availability and Supportiveness. A fifth dimension is the Tangibles dimension, which is retained from SERVQUAL. Furthermore the results indicate that the Credibility dimension was the most important dimension in this research context, while the Tangibles dimension was the least important.

 

Keywords: information systems, evaluation, e-commerce, WWW, service-quality, SME, SERVQUAL, IS outsourcing

 

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Journal Article

Evaluating Motivational Factors Involved at Different Stages in an IS Outsourcing Decision Process  pp23-30

Linda Bergkvist, Björn Johansson

© Jan 2007 Volume 10 Issue 1, ECITE 2006 Special, Editor: Dan Remenyi, pp1 - 122

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Abstract

This study evaluates factors involved at different stages in an IS outsourcing decision process. From a theoretical perspective, the motivation for IS outsourcing is often described as a result of three factors: cost reduction, access to technological expertise and focus on core competence. The aim of this paper is to evaluate motivational factors in an outsourcing decision process. The study uses a literature review and a retrospective case study of an outsourcing project in a large Swedish organisation. The idea is to evaluate if there are different factors involved at different stages in an IS outsourcing decision process. It has been found that the cost perspective is often used as a way of motivating the start of the process as well as the result of the process. However, during different stages other factors are involved. The results, based upon the case study, show that the size and reputation of the provider as well as thoughts about the provider's ability to deliver required capability is more important than cost reduction. It can be argued that the impact of IS outsourcing on performance and value of an organisation's IS function can be both positive and negative. To minimise the odds of a negative result, this paper contributes with an evaluation of motivational factors involved at different stages in an IS outsourcing decision process. If they are duly addressed, the chances of a successful IS outsourcing process will improve significantly.

 

Keywords: IS outsourcing decision process, motivational factors, case study, stages in decision-making process

 

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Journal Issue

Volume 11 Issue 3 / Nov 2008  pp109‑212

Editor: Dan Remenyi

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Keywords: B2C e-commerce, boundary objects, business-to-business integration, Caribbean, data functionality , data ownership, DeLone and McLean, developing countries, e-commerce success, economic profit, electronic surveys, evaluation methodology, Gulf Cooperative Council (GCC), information and communication technologies (ICT), inter-organizational data integration problems, IS evaluation, IS management, IS outsourcing , IS Project Management, IS success, Middle East, multi-method, Oman, product management, project management, Project Objectives Measurement Model (POMM), service levels, SERVQUAL, Small and Medium Sized Enterprises, SME, success criteria, systems science, systems thinking, traceability, WWW, service-quality

 

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Journal Issue

Volume 10 Issue 1, ECITE 2006 Special / Jan 2007  pp1‑122

Editor: Dan Remenyi

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Editorial

Another edition of EJISE brings to the attention of the information systems community 10 more pieces of research into how information systems may be evaluated. The contributions in this issue are from 9 different countries and from a diverse range of universities and business schools.

When I first became actively interested in information systems’ evaluation in 1990 I had no idea of how wide and how deep an issue information systems evaluation was. I had thought that it was worth a few papers and maybe a book or two. Today my view is entirely different and I wonder if the community of information systems academics and practitioners will ever reach a point where by there will be a general agreement as to how to evaluate or assess information systems. My best guess would be that they probably will not.

However as it was put to me at the start of my university studies academics tend to have far more questions than answers and this may not necessarily be a ‘bad’ thing. If we continue to ask the right questions, even if we can’t find definitive answers we are effectively moving the frontier of knowledge forward. And that I suggest is, in the end, the most important objective of academe.

I hope that you will find a number of interesting topics among these 10 papers.

 

Keywords: IS integration, auditing, balanced score card, business process facilitation, case study, confidentiality, domain specific languages, e-Government project evaluation, enterprise information system, CEO framework, ex post evaluation, functional-operational match, ICT benefits, ICT evaluation, ICT project, information economics, Information System Architecture , IS outsourcing , IT evaluation, IT value assessment, knowledge management, meta-modelling tools, motivational factors, user satisfaction surveys, web content management, WLAN

 

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Journal Issue

Volume 15 Issue 1, ECIME 2011 / Jan 2012  pp1‑148

Editor: Walter Castelnovo, Elena Ferrari

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Editorial

The papers in this issue of EJISE have been selected from those presented at the 5th European Conference on Information Management and Evaluation (ECIME 2011) at the Dipartimento di Informatica e Comunicazione, Università dell'Insubria, Como, Italy on 8‑9 September 2011.

 

The issue has been guest edited bythe Conference Chair, Professor Walter Castelnovo, and the Programme Chair, Professor Elena Ferrari, both from University of Insubria, Como, Italy.

 

walter_castelnovo    elena_ferrari 

 

Keywords: crime analysis, GIS, geostatistics, intelligence-led policing, predictive dissemination, data mining, boundary spanning, IS outsourcing, relationships management, accountability, enterprise records management, organizational memory, records auditing, knowledge economy, measuring effectiveness, performance indicator, assess of knowledge, enterprise information systems, enterprise recourse planning systems, customer relations management systems, supply chain management systems, community informatics, requirements engineering, microenterprise, technology adoption, indigenous business, socio-technical system, SMEs, IT/IS, lemon market theory, ISV, ambient assisted living, field trials, ageing technology users, enterprise architecture, architectural alignment, Zachman framework, TOGAF, GERAM, E2AF, payments, framework, mobile, value, data governance, data management, data quality, framework, business model, business case, strategy, operations, management, implementation

 

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