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Organizational information provision: managing mandatory and discretionary utilization of information technology
Linköping University, Department of Computer and Information Science. Linköping University, The Institute of Technology.
2001 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This dissertation focuses on the organizational units that participate in the operation of shared information systems - and especially how the codification responsibilities (information creation, collection and recording) are described in the governance models: who are supposed to perform these activities and how are they promoted or hampered by the management control systems?

The IT governance model describes the patterns of authority for key IT activities in an organization, which are allocated to different stakeholders to assure that the IT resources are managed and utilized to support the organization's strategies and goals.

Altogether, primary data has been compiled in eight case studies and one brief telephone survey. In addition, three previous case studies (produced by other researchers) have been used as secondary data.

The findings indicate that technical responsibilities typically are addressed and managed in the IT governance models, but that the using departments' responsibilities in the operation rarely are described. Information collection and recording activities therefore risk to be left unmanaged from an information systems perspective.

The thesis proposes that an information sourcing responsibility may be included in the IT governance models and that the management control systems can be redesigned to promote mandatory or discretionary information compilation and recording, such that the shared information systems produce the anticipated outcome.

Place, publisher, year, edition, pages
Linköping: Linköpings universitet , 2001. , 57 p.
Series
Linköping Studies in Science and Technology. Dissertations, ISSN 0345-7524 ; 720
National Category
Computer Science
Identifiers
URN: urn:nbn:se:liu:diva-35602Local ID: 27907ISBN: 91-7373-126-9 (print)OAI: oai:DiVA.org:liu-35602DiVA: diva2:256450
Public defence
2001-12-12, Visionen, Hus B, Linköpings universitet, Linköping, 10:15 (Swedish)
Note

The five papers are included as chapters 3-7 in the printed thesis.

Available from: 2009-10-10 Created: 2009-10-10 Last updated: 2013-02-18
List of papers
1. Increasing the bandwidth in telework control
Open this publication in new window or tab >>Increasing the bandwidth in telework control
2000 (English)In: Procedings from the 5th International Telework Workshop, 2000 / [ed] Jackson, P., Rapp, B., 2000Conference paper, Published paper (Other academic)
Abstract [en]

Introducing telework represents a change in an organization's structure that will influence the actions of the teleworkers, compared to a traditional work situation. In most telework cases, their work will involve some information-providing activities. We here focus especially on asynchronus information sharing, such as recording information about customer contacts or equipment failure for future use by colleagues who are located at other sited. How can management-control practices be developed that encourage employees to perform such activities in the best interest of the organization? Based on literature about control, information provision, and decentralized organizations, we propose that management will have to introduce changes in controls together with telework arrangements. For signs if this has taken place we turn to four case studies published at Linköping University and find indications of some such changes, but also of control practices that may have been dysfunctional.

National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-88798 (URN)
Conference
5th International Telework Workshop, 28th of August to September 1st, Stockholm, Sweden
Available from: 2013-02-18 Created: 2013-02-18 Last updated: 2013-02-18
2. Employee-propelled information provision: how ABB facilities management uses performance measurements to boost employee participation in the organisational information provision
Open this publication in new window or tab >>Employee-propelled information provision: how ABB facilities management uses performance measurements to boost employee participation in the organisational information provision
2000 (English)In: Journal of Human Resource Costing and Accounting, ISSN 1401-338X, E-ISSN 1758-745X, Vol. 5, no 2, 11-30 p.Article in journal (Refereed) Published
Abstract [en]

The employees in an organisation are its eyes and ears, and their willingness to contribute with observations is essential to the internal information sharing. Literature suggests that an information system (IS) that is not used must be redesigned to suit the users. This article argues that malfunctioning IS might be understood from a management control perspective, i.e. that the employees rather choose to engage in other duties than documenting and retrieving information from an existing IS. They perceive such ditties as more valuable to them and to the organisation, which results in low utilisation of the systems. Managerial interventions can, however, stimulate data entry and asynchronous communication between individuals by manifesting that information sharing is an important organisational issue through agreement on objectives, performance monitoring and evaluation, feedback mechanisms and analysis and action plans.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2000
National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-88799 (URN)10.1108/eb029066 (DOI)
Available from: 2013-02-18 Created: 2013-02-18 Last updated: 2017-12-06
3. Information-providing call centers: measuring information contribution from call centers through ex ante contracts and ex post monitoring
Open this publication in new window or tab >>Information-providing call centers: measuring information contribution from call centers through ex ante contracts and ex post monitoring
2001 (English)In: Proceedings of the 6th International ITF Workshop and Business Conference, 2001Conference paper, Published paper (Refereed)
Abstract [en]

Call centers often argue that they contribute in their clients' information provision through compilation of information about endcustomers' preferences and experiences. This is becoming more and more common as many web-stores collaborate with external call centers to handle their after-market and support activities. Any relationship between a seller and a buyer can be contracted in various ways. The contracts between call centers and their clients have often focused on operational duties such as promising low abandon rate on incoming calls or short on hold periods for the caller. Less interest has been directed towards measurable and contracted information deliverables. In this study eleven Swedish call centers have been interviewed to investigate how they describe, measure and control information contribution in their clients' information provision. The results show that information provision responsibilities are never addressed in any formal contracts, but are often presented as an implicit value added service.

National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-88912 (URN)
Conference
6th International ITF Workshop and Business Conference, Amsterdam, August 26-30 2001
Available from: 2013-02-18 Created: 2013-02-18 Last updated: 2013-02-21
4. Challenging the organization's information gathering capability: discovering the hidden information gathering costs of a management control system - experiences from Mitsubishi Motors Sales Sweden
Open this publication in new window or tab >>Challenging the organization's information gathering capability: discovering the hidden information gathering costs of a management control system - experiences from Mitsubishi Motors Sales Sweden
(English)Manuscript (preprint) (Other academic)
Abstract [en]

The literature on balanced scorecard implementations has not focused on the information gathering costs associated with the operation of such a management-control practice. Rather, the benefits of better performance information have been stressed. This article analyzes the costs associated with gathering, recording and storing of balanced scorecard information. The empirical observations are collected from Mitsubishi Motor Sales Sweden, where dealer-scorecards have been developed, and an Internet-based planning and evaluation system has been implemented. The findings suggest that the administrative effort to compile information for these new performance indicators carry a cost that is perceived as higher than its benefits.

National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-88923 (URN)
Available from: 2013-02-18 Created: 2013-02-18 Last updated: 2013-02-18
5. Managing geographically dispersed data acquisition
Open this publication in new window or tab >>Managing geographically dispersed data acquisition
2001 (English)In: Proceedings of the 8th International Assembly on New Ways to Work, 2001Conference paper, Published paper (Other academic)
Abstract [en]

Supported by a global information- and communication infrastructure, the DHL trace-agent in Ljusdal (Sweden) can locate disappeared parcels anywhere in DHL’s global distribution system. Systematic information acquisition is a prerequisite for such space independent tracing, mandating that every parcel is manually scanned or documented in every step through out the distribution process – from pick up to delivery. In this case study we show that this seemingly simple, but fundamental, data acquisition task is more dependent on management principles than technological solutions. DHL has designed structure and procedures, as well as developed a supporting culture, which mandates data entry. This case thus illustrates the importance of systematic data acquisition and the role of the management principles in use governing organizational information gathering.

Keyword
knowledge management, information provision, codification strategy, performance measurement, discretionary data entry, mandatory data entry
National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-88924 (URN)
Conference
8th International Assembly on New Ways to Work, Helsinki, Finland 2001
Available from: 2013-02-18 Created: 2013-02-18 Last updated: 2013-02-21

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