Enhancing end-user satisfaction in the post-implementation phase of ISD: an exploratory study of a large multinational company.

Colman Gantley

    Research output: Types of ThesisMaster's Thesis

    Abstract

    This thesis presents a theoretical framework for enhancing user satisfaction for recently implemented large-scale information systems and attempts to bridge a significant gap in information systems development (ISD) research. ISD methodologies concern themselves primarily with pre-implementation activities, rather than the post-implementation period, and ignore the processes by which people learn to use information systems effectively after they have gone live. Continually organisations ignore this critical phase in the system development life cycle and seldom evaluate the system once it has gone live. When this occurs poor interfacing, for example, can go undetected until eventually the end-users stop using the system, which renders the system an expensive failure. A poorly designed system interface becomes a barrier for users and they will become more reluctant to tolerate it. If users resist working with the technology, the potential for the system to generate significant organisational performance gains may be lost, rendering the introduced system a costly mistake. This thesis attempts to reframe usability beyond just human-computer interaction (HCI). It introduces the Post-Implementation Usability Synergy (PIUS) framework. The PIUS framework focuses upon six different elements, including: Support and Training, Work Practices/Functionality, Working Environment, System Reliability and User Interfacing, all centred around the actual Users of the system. The aim of the PIUS framework is to ensure user satisfaction towards the new system and ensure a happy, productive, and satisfied employee. The PIUS framework should be incorporated into a post-implementation evaluation of the new large-scale information system. A well-planned and executed post implementation evaluation should assist organisations to identify needed changes in the system structure. This can help the user realise the full potential of the system, by correcting any errors that may have gone unnoticed in the development stage.
    Original languageEnglish
    Awarding Institution
    Supervisors/Advisors
    • O'Heigeartaigh, Michael, Supervisor
    • Stapleton, Lawrence, Supervisor
    • Lyng, Mary, Supervisor
    Publication statusUnpublished - 2007

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