Information Systems Success

Assessing the value of decision support systems (DSS) is an important line of research. Traditionally, researchers adopt user satisfaction and decision performance to measure DSS success. In some cases, however, the use of DSS is not benefit driven. Instead, DSS adoption may be motivated by avoiding decision errors or reducing decision cost, indicating that regret avoidance may be a useful measure of DSS success. Regret is a post-decision feeling regarding not having chosen a better alternative. Recent behavioral research has indicated that, in addition to pursuing higher performance and user satisfaction, reducing decision regret is another important consideration for many decision-makers. This exploratory study extends prior research on DSS evaluation by proposing regret avoidance as an additional measure of DSS success. Experimental results regarding the use of DSS for stock investment demonstrate DSS use significantly reduces regret in situations involving low user satisfaction. Consequently, besides decision performance and user satisfaction, regret reduction is also important in measuring the effectiveness of DSS.

Since DeLone and McLean (D&M) developed their model of IS success, there has been much research on the topic of success as well as extensions and tests of their model. Using the technique of a qualitative literature review, this research reviews 180 papers found in the academic literature for the period 1992-2007 dealing with some aspect of IS success. Using the six dimensions of the D&M model -system quality, information quality, service quality, use, user satisfaction, and net benefits -90 empirical studies were examined and the results summarized. Measures for the six success constructs are described and 15 pairwise associations between the success constructs are analyzed. This work builds on the prior research related to IS success by summarizing the measures applied to the evaluation of IS success and by examining the relationships that comprise the D&M IS success model in both individual and organizational contexts.

In a field study to explore influences on data warehouse refresh policies, we interviewed data warehouse administrators from 13 organizations about data warehouse details and organizational background. The dominant refresh strategy reported was daily refresh during nonbusiness hours with some deviations due to operational decision making and data source availability. As a result of the study, we developed a framework consisting of short-term and long-term influences of refresh policies along with traditional information system success variables influenced by refresh policies. The framework suggests the need for research about process design, data timeliness valuation, and optimal refresh policy design. D

The technology acceptance model (TAM) has been used extensively to explain and predict users' acceptance of corporate information technology (IT). With the advancement in IT and the expanding popularity of internet applications in Gambia, e-Government has been a priority factor in rendering government services and in making information more accessible to citizens. This study shows how the TAM and e-Government initiatives would positively impact the Gambian government, despite the cultural differences within the country. This study developed a successful model of the Gambian e-Government system to assist Gambians with more efficient and cost-effective government operations. The study results reveal that the core constructs of the TAM have strong influences on user-intention towards e-Government products. This implies that the Gambian government can potentially utilize this study's TAM findings in other contextual settings to design and promote further implementation of e-Government systems.

Service quality represents a continual concern for practitioners and academicians. While traditional applications of SERVQUAL and SERVPERF have provided fruitful results in service quality research, these instruments are not focused on the information service area, although a number of researchers suggest that service quality be included as an information success measure. In this study, we proposed a modified IS success model that includes service quality as one of the success factors and examine occupation as a moderator of that model. We examined digital information service quality delivered in army libraries and our results contribute to the literature in several areas. We evaluate information system service quality from the perspective of occupation (technical professionals versus administrators). We examined the effect of occupation on perceptions as measured by SERVPERF and validate SERVPERF's dimensions in this environment. In addition, we assessed the moderating effect of occupation on IS success factors. Our results validated the proposed model and provided insight into the moderating effect of occupation on service quality and IS success factors. The results of this investigation provide practical implications for IS service quality because they support the need to consider service delivery based on occupation.

This paper describes an organizational memory information system (OMIS) Success Model that is based on the I/S Success Model proposed by DeLone and McLean [6]. The current model is refined from the original through application of specific factors associated with an OMIS. The paper briefly summarizes previous research that explored effectiveness of OMIS, including a case study of a station engineering unit at a nuclear power plant, and shows that no quantitative study has been done to test the effectiveness of OMIS for a cross-section of organizations. It is proposed to test the OMIS Success Model by surveying station engineering units at nuclear power plants throughout the United States. These groups do similar tasks, but will have different kinds of organizational memory information systems. Measures for the OMIS Success Model constructs that can be included in the survey instrument are proposed. Other factors affecting the possible outcomes of the study are discussed.

Abstract
In recent years the sophistication and application of Warehouse Management Systems (WMS) has increased significantly and they are now seen as vital systems for gaining efficiency improvements and cost savings within the logistics industry. However, the successful implementation of a WMS is rare. Therefore, this study’s aims were to explore the key factors that influence the success of a WMS development project. Twenty two interviews were conducted with Directors, Senior Managers and Consultants that had been associated with WMS implementations. The findings show that there are conflicting views between Directors and Senior Managers with both groups focusing on different priorities during a WMS project. In addition, appointment of a project champion, frequently an external consultant is important in ensuring that there is good communication between all the stakeholder groups. The study concludes that many Directors need to develop their understanding of WMS development projects, in order to avoid becoming completely reliant on a consultant project champion who is always likely to leave the organisation at some point.

Recommended Citation

Patton, Susanna and Coombs, Crispin, "Factors Affecting The Level Of Success Of Warehouse Management Systems" (2009). UK Academy for Information Systems Conference Proceedings 2009. Paper 39.

http://aisel.aisnet.org/ukais2009/39

The extent of the information systems success is based on various determinants including the organizational politics. This area wasn't discussed deeply by researchers. Thus a comprehensive understanding of information systems remains fuzzy and elusive in this area.

and his coauthored book, Information Technology for Management, now in its third edition, is currently the second largest selling IS textbook in the world. Dr. McLean earned his B.M.E. in mechanical engineering from Cornell University and his S.M. and Ph.D. degrees from the Sloan School of Management at the Massachusetts Institute of Technology (MIT). He is also the Executive Director of the Association for Information Systems (AIS) and in 1999 was made a Fellow of the AIS.

We proposed and empirically assessed a KMS success model. This was derived through an analysis of current practice of knowledge management and review of IS success literature. Five variables (system quality, knowledge or information quality, perceived KMS benefits, user satisfaction, and system use) were used as dependent variables in evaluating KMS success, and their interrelationships were suggested and empirically tested. The results provide an expanded understanding of the factors that measure KMS success and implications of this work are discussed. # Knowledge or information quality: How good the KMS is in terms of its output Content quality KQ1. KMS makes it easy for me to create knowledge documents KQ2. The words and phrases in contents provided by KMS are consistent KQ3. The content representation provided by KMS is logical and fit KQ4. The knowledge or information provided by KMS is available at a time suitable for its use KQ5. The knowledge or information provided by KMS is important and helpful for my work KQ6. The knowledge or information provided by KMS is meaningful, understandable, and practicable KQ7. The knowledge classification or index in KMS is clear and unambiguous

The transformation of many governments all around the world into new forms, namely, electronic government (e-Government), could not leave the Greek government unaffected. Therefore, it initiated an e-Government project related to national information systems and finance services, the Greek Taxation Information System (TAXIS). The purpose of this paper is to investigate the success of TAXIS from the perspective of expert employees, who work in public taxation agencies. This topic is interesting, because TAXIS is applied in a tax-driven country, under a mandatory setting. Also, it is the first time that the success of this project is examined, from the perspective of employees, using IS success models. The study adapts DeLone and McLean [DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten year update. Journal of Management Information Systems, 19(4), 9-30] and Seddon's [Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3) 240-253] information systems success models.

The extent of the information systems success is based on various determinants including the organizational politics. This area wasn’t discussed deeply by researchers. Thus a comprehensive understanding of information systems remains fuzzy and elusive in this area. In an attempt to address this situation a comprehensive model was developed. Although this model is not empirically tested, it tries to explain the impact of organizational politics forms (avoiding, competing, accommodating, compromising, and collaborative) on the information systems success dimensions (system quality, information quality, service quality, use, user satisfaction, and net benefits).

Developing countries invest heavily in e-government systems mainly to deliver prompt and better service to citizens, engage them in decision-making processes, enhance transparency and accountability of institutions towards policymaking, and to minimise the prospects of corruption. Despite widespread enthusiasm and progress in e-government development in developing countries, their implementations are not as successful as their counterpart in developed economies. In an extant study, a mere 15% of e-government systems were found to be successful in developing countries. In the latest United Nations (2018) E-government Development Index (EGDI) data, the average EGDI of African countries in the survey is 0.3423 whereas the EGDI average of European countries is 0.7727. In spite of this huge gap, factors impeding the successful implementation of e-government in developing countries are greatly misunderstood as empirical studies of e-government success in developing countries are very difficult to find. Without empirical evidence, the digital divide and cultural factors are perceived to influence the e-government success in developing countries. This paper gives an overview of the available research on the digital divide, culture, and e-government success. A literature review was conducted covering empirical studies on the digital divide, culture, and e-government success. Result shows that (1) empirical studies of e-government success in developing countries are rare; (2) most research on digital divide were conducted in developed countries and focused on ICT access, instead of multi-dimensional approach; (3) studies that investigate different dimensions of the digital divide influence on e-government successes in particular are almost non-existent; (4) in IS culture studies, the impact of cultural dimensions on e-government success in particular is missing; and (5) the study of individual level cultural dimensions influence on e-government success receives little attention from researchers. This review calls on research attention to the influence of culture and the digital divide on e-government success. The major gaps identified could offer researchers the potential directions for further research.

This paper re-conceptualizes "information system success" as a formative, multidimensional index. Such a validated and widely accepted index would facilitate cumulative research on the impacts of IS, while at the same time provide a benchmark for organizations to track their IS performance. The proposed IS-Impact measurement model represents the stream of net benefits from an Information System (IS), to date and anticipated, as perceived by all key user groups. Model measures are formulated to be robust, economical, and simple, yielding results that are comparable across diverse systems and contexts, and from multiple user perspectives. The model includes four dimensions in two halves. The "impact" half measures benefits to date, or Individualand Organizational Impact; the "quality" half uses System Quality and Information Quality as proxies for probable future impacts. Study findings evidence the necessity, additivity, and completeness of these four dimensions. The validation study involved three separate surveys, including exploratory and confirmatory phases preceded by an identification survey. Content analysis of 485 qualitative impacts cited by 137 respondents from across 27 Australian Government Agencies that implemented SAP Financials in the late 90s, identified salient dimensions and measures. The resultant a-priori model ("pool" of 37 measures) was operationalized in the subsequent specification survey, yielding 310 responses across the same 27 agencies. The confirmation survey, employing 27 validated measures from the specification survey, was next conducted in a large university that had implemented ORACLE Financials. Confirmatory analysis of the 153 responses provides further strong evidence of model validity.

Quality knowledge has an impact on online students learning outcomes and loyalty. A framework that delineates the perceived eLearning knowledge quality (KQ) and its relationship with learning outcomes and loyalty is currently absent. Grounded in the KQ and information system success framework - this study presents the indicators of perceived eLearning knowledge quality and its influence on students' satisfaction, which further influences their learning outcome and loyalty. In order to validate the eLearning KQ instrument and proposed relationships - data were collected from 348 online undergraduate and postgraduate students. The results of Confirmatory Factor Analysis validate five dimensions of perceived eLearning KQ - comprising Intrinsic KQ, Contextual KQ, Representational KQ, Accessible KQ and Actionable KQ. Further, the proposed relationships tested using Structural Equation Modelling demonstrated two main findings: (i) significant relationship between KQ and satisfaction - implying that students are gaining quality knowledge from eLearning content and are satisfied with it; (ii) significant relationship between satisfaction - academic performance, learning effectiveness and students' loyalty. This implies that satisfied students perceive better learning outcomes and a higher degree of loyalty towards the eLearning environment. The study contributes a causal model to encompass the distinct relationships between knowledge quality, satisfaction, learning outcomes and loyalty within an eLearning environment. Implications on eLearning delivery are also discussed.

Storytelling is a natural and effective approach to human communication. The enrichment of stories using multimedia technologies has been established in knowledge sharing for professional communities since long ago. However, mobile multimedia production and consumption for storytelling raises several issues for mobile data management. We start with a requirements analysis for various application scenarios ranging from business to common life with mobile multimedia storytelling. A mobile multimedia data management model is proposed based on the presented scenarios. A test bed for the measurement of mobile multimedia community information system success is briefly described for the evaluation of our approach.

Literature on information systems (IS) planning implicitly assumes that a sophisticated IS planning process leads to greater IS success. This paper questions the exclusive reliance on this traditional belief. Instead, because IS planning requires significant organizational resources, prior IS success is essential to convince top management of the importance of IS planning sophistication. Therefore, IS success may influence IS planning sophistication. Several theoretical arguments are advanced in support of this explanation.

Since the mid-1990s, there has been a surge of interest among academics and practitioners in open source software (OSS). While there is an abundance of literature on OSS, most studies on OSS success are either qualitative or exploratory in nature.

This paper investigates the relevance and assurance of information and system quality as requirements for information systems success during disaster management. Despite the many examples of poor information quality and poor system quality, research on the relevance and assurance of these requirements is sparse. In order to design successful information systems for disaster management, a context related understanding of the organizational and technical measures for achieving these requirements is necessary. Accordingly, the goal of this paper is to identify and confirm information and system quality requirements for the design of information systems for disaster management. The results of our interviews with information architects indicate that while information quality requirements are considered to be very relevant, these are hard to measure and assure, and that currently much effort is being put into improving system quality requirements such as interoperability and ease of use.

Many organisations undertake Business Process Re-engineering (BPR) projects in order to improve efficiency and reduce costs. Although this approach can result in significant improvements and benefits, there are high risks associated with radical changes of business processes and the failure rate of BPR projects is reported to be as high as 70%. The Centre for Re-engineering Business Processes (REBUS) was established at Brunel University to provide a multidisciplinary environment for research into BPR and its success factors. This paper describes the REBUS approach to research concerning the success of business process re-engineering projects and presents examples of some of the projects carried out.

This paper examines and extends the theory of information systems success in the context of large-scale disaster management (DM) for public safety. In the recent past, various evaluation reports on DM efforts have concluded that information quality and system quality are major hurdles for efficient and effective multiagency DM and are critical antecedents for information systems (IS) success. In contrast to the wealth of literature on IS success in profit-oriented business environments, research regarding drivers of public sector IS success is scarce. This research develops and empirically tests a model that explains IS usage intention as a reflective measure of IS success in the public sector DM domain. In this paper, the effects of the expected value of IS for the entire group of collaborating DM agencies, task support, user satisfaction, and three specific information/service quality dimensions on usage intention are examined. Data was collected from emergency responders using a questionnaire survey method during multi-agency, cross-national DM exercises at the Dutch-German border. The results of the data analysis revealed that expected group value is a key determinant of intention to use in the public sector DM domain. The data analysis also showed that perceived task support only has an indirect effect, through user satisfaction, on the usage intention. These findings imply that previously suggested IS success models for business environments are likely to fall short in their explanatory power and applicability for highly volatile complex disaster environments that require immediate coordinated responses from a large number of organizations. Possible directions for future research are also discussed along with other findings and implications.

We adapted a model in organizational theory to determine whether organizational citizenship behaviors (OCBs) of system implementation teams influenced that organization's integration climate and improved their project management, resulting in successful system implementation. Surveys were elicited from 254 system users in various business organizations that had implemented large-scale IS in the previous year; the analysis of their responses provided support for our model, suggesting that the OCB of the implementation team created a higher level of integration climate and more effective project management, and that these in turn influenced information system success. Implications for researchers and managers are discussed and limitations are identified. ß

Due to recent developments in the domain of mobile broadband communication and a growing availability of standardized development tools for mobile devices a new generation of mobile services and applications is expected to emerge in the near future combining well-established multimedia and community concepts with mobile aspects. However, it is often challenging to predict the success of such new services. In this paper we present a short overview of the MobSOS testbed and its homonymous success model based on a combination of traditional information system success models with modern requirements for mobile multimedia communities. Finally we outline the application of the MobSOS testbed to NMV Mobile, a mobile multimedia capturing, annotation and retrieval tool.

This paper examines and extends the theory of information systems success in the context of large-scale disaster management (DM) for public safety. In the recent past, various evaluation reports on DM efforts have concluded that information quality and system quality are major hurdles for efficient and effective multi-agency DM and are critical antecedents for information systems (IS) success. In contrast

Organizations worldwide are adopting enterprise resource planning (ERP) systems. A number of studies discuss the implementation and success of such systems, but our study of the literature indicates that discussions about ERP systems success from the perspectives of key ...

Appraising the success of information systems has long been a difficulty for management. Indeed, the definition of “success” is controversial as the term itself is multi-dimensional and can be assessed at various levels of the organisation using many differing criteria. However, the development of validated evaluation metrics is critical to future decision making for e-commerce success. This research addresses difficulties in measuring e-commerce success by implementing the DeLone and McLean (D&M) model of IS success (1992, 2003) in an e-commerce environment. This research considers the influence of quality on e-commerce success by measuring the information quality and system quality attributes of an e-commerce system and the intention to use, user satisfaction and intention to transact from a sample of respondents.

This research provides one of the first empirical e-commerce applications of the updated IS success model proposed by DeLone and McLean (2003). This paper found significant relationships between Information Quality and System Quality and three success dimensions: intention to use, user satisfaction intention to transact. This study found the following information and system quality constructs to be most important in predicting e-commerce success: ease of understanding, personalisation and reliability. In particular, this research found that reliability is more important than usability where transactions are concerned and security is important to transactional zones of ecommerce systems, but is not the most important factor.

Segars and Grover recently provided a refreshingly ambitious and rigorous example of instrument construction in their article developing a measure of Strategic Information System Planning (SISP) success. Their attention to the theoretical and research foundations of the construct combined with an extensive process of validating the initial item set should be viewed as a model for future instrument development efforts. Though exemplary in many ways, their approach in the use of covariance structure methods in finalizing the instrument presents several problems. This article presents a further refinement of their instrument for measuring SISP success by applying both traditional and contemporary guidelines to the use of covariance structure methods. In presenting our refinement, we address issues of scale unidimensionality, reflective versus formative variable types, model fit, model complexity, and the requisite sample sizes for evaluating complex models. The findings apply not only to future refinement and validation of SISP-related measures, but generalize to instrument development efforts across the full spectrum of MIS-related constructs.

Η παρούσα ερευνητική μελέτη επιδιώκει να διερευνήσει τις αντιλήψεις εκπαιδευτικών σχετικά με τη χρήση του Συστήματος Διαχείρισης Μάθησης Moodle στην επιμόρφωσή τους και την αποδοχή του ως εκπαιδευτικό εργαλείο μέσω μίας τροποποιημένης έκδοσης του Μοντέλου Αποδοχής Τεχνολογίας (Technology Acceptance Model-TAM) σε συνδυασμό με την Κλίμακα Χρηστικότητας Συστήματος (System Usability Scale-SUS) και το Μοντέλο Αξιολόγησης Συστήματος (Information Systems Success-ISS) με ενσωμάτωση εξωτερικών παραγόντων όπως η συμβατότητα του Moodle με την επιμόρφωση, η τάση για καινοτομία και η εμπειρία των εκπαιδευτικών στα ΣΔΜ και στο ίδιο το Moodle. Επιπλέον, διερευνά θέματα όπως τα πλεονεκτήματα της χρήσης του Moodle στην επιμόρφωση εκπαιδευτικών, οι πιθανές ελλείψεις του αλλά και η σχέση του Moodle με τις αρχές της εκπαίδευσης ενηλίκων.
Στα πλαίσια της έρευνας πραγματοποιήθηκε συλλογή, επεξεργασία και ανάλυση δεδομένων ερωτηματολογίων από 163 εκπαιδευτικούς που συμμετείχαν σε προγράμματα επιμόρφωσης με χρήση του ΣΔΜ Moodle και συνεντεύξεων από 5 εκπαιδευτές τους.
Η ανάλυση των δεδομένων των ερωτηματολογίων ανέδειξε τις συσχετίσεις μεταξύ των μεταβλητών (εσωτερικών και εξωτερικών) του ερευνητικού μοντέλου που σχετίζονται με την αποδοχή του Moodle ως εκπαιδευτικού εργαλείου, τα πλεονεκτήματα του Moodle αλλά και τις ελλείψεις του. Επιπρόσθετα, από τα αποτελέσματα των συνεντεύξεων, προκύπτει η σχέση της φιλοσοφίας του κοινωνικού εποικοδομητισμού του Moodle με την εκπαίδευση ενηλίκων και οι δυνατότητες που προσφέρει για άρση εμποδίων που συναντούν οι ενήλικοι εκπαιδευόμενοι στη συμμετοχή τους σε εκπαιδευτικά προγράμματα.

The determination of factors that influence success in small business information systems(IS) is of obvious importance to the individuals running those businesses and to the regional economies where the businesses are located. The first step in this process is to develop models of interacting factors that contribute to success. Considerable progress has already been made in this area. DeLone and McLean (1992), for example, identified six inter-related factors that help to account for success. Their model has served as a platform for other researchers in this area (e.g., Seddon & Kiew, 1996). A second important step in this process is the development of well-validated instruments that can be used to measure the constructs making up the models. Without such instruments, it is not possible to go beyond mere speculation about possible contributors to small business IS success. The present study reports on the factorial validation of an instrument that can be used to access assess core c...

This paper reports on an investigation of the characteristics of 10 organisational champions of information technology (IT) innovation in The Netherlands. The institutions at which they work are in the financial, transport, government and software sectors. Much of the research in this area has focused considerable attention on the individual personality traits of champions. This research project was positioned to contribute to the literature by broadening the focus of attention beyond individual-level characteristics. Since IT innovations occur within an organisational context, there is also a need to explore the role of organisation-level characteristics. This study explored both the individual-and the organisation-level characteristics exhibited by those promoting IT innovations in their firms. The results of this study show that these organisational champions fall somewhere in between the classic IT champion and the project manager. While personal leadership characteristics are not as much in evidence, organisational characteristics are emphasised more. They use their political skills to obtain resources and organisational acceptance of the IT innovations as they are shepherding the innovation through the organisational bureaucracy. However, these champions seem to place as much emphasis on creativity as classic IT champions. When necessary, they break rules, give veiled threats and find ways to get around the organisational bureaucracy. They seek creative outlets for themselves and those they manage. These findings suggests that a promising way to reduce the rate of information system (IS) project failures is to learn not only from IS projects undertaken by IT champions but also from innovation undertaken by other champions -business champions and champions of other technologies.

This paper investigates the relevance and assurance of information and system quality as requirements for information systems success during disaster management. Despite the many examples of poor information quality and poor system quality, research on the relevance and assurance of these requirements is sparse. In order to design successful information systems for disaster management, a context related understanding of the organizational and technical measures for achieving these requirements is necessary. Accordingly, the goal of this paper is to identify and confirm information and system quality requirements for the design of information systems for disaster management. The results of our interviews with information architects indicate that while information quality requirements are considered to be very relevant, these are hard to measure and assure, and that currently much effort is being put into improving system quality requirements such as interoperability and ease of use.

The current research presents a theoretically sound model on information systems (IS) characteristics' effects on end-users' perception of computer self-efficacy and outcome expectations. Based on the IS success model and the social cognitive theory, the relationship among factors with regard to small-and medium-sized enterprises (SMEs) in Taiwan is examined. Using mail survey, 284 usable responses are obtained, and the total response rate is recorded at 51.64%. Structural equation modeling (SEM) is employed to assess the relationships among related constructs. In modeling the results of data analysis, it is shown that (1) there are no direct links between both information quality and service quality with computer self-efficacy, but the effect of system quality is observed; (2) the relationship between both system quality and service quality with outcome expectations is significant, but that with information quality is not; and (3) outcome expectations mediates the impacts of computer self-efficacy on end-users' satisfaction. Finally, the implications of the results are provided, and directions for future research are discussed.

There is constant pressure on information systems management to improve service to users, often at the same time that their budgets are being reduced. The question of service management is important, and should be explicitly addressed by IT management.

While a significant number of organizations have attempted to build relationships with their upstream and downstream business partners through inter-organizational systems, not many have been able to successful leverage their investments in such systems. In this paper, we present a framework to analyze complementarities to understand their role in the value added by information technology (IT) in extended enterprises. Our framework integrates interand intra-organizational perspectives from the information systems (IS) standpoint and extends the notion of complementarity between and within processes and technologies at the firm level to the level of extended enterprises. Specifically, we discuss three complementarities, those between processes, between technologies, and between processes and technologies within and across the firms participating in the extended enterprise. We illustrate the utility of the framework by citing the experiences of Cisco, Dell and Ford as examples. The primary contribution of this research lies in the utility of the framework to evaluate the determinants of the performance of IT in an extended enterprise. Practitioners can use this framework to rethink and re-deploy the complementarities that exist inside their organizations and extend them to their suppliers, customers and strategic partners.

The factors that influence the ultimate level of success or failure of systems development projects have received considerable attention in the academic literature. However, despite the existence of a ‘best practice’ literature many projects still fail. The record of the National Health Service has been particularly poor in this respect. The research reported in this paper proposes that two additional factors; user ownership and positive user attitudes warrant further development and investigation. The current study investigated these two factors in a homogenous organisational sector, Community NHS Trusts, using a common type of information system, in order to eliminate the potentially confounding influences of sector and system. A multiple case-study design incorporating five Community Healthcare Trusts was utilised. The key results from the analysis indicated that both user ownership and positive user attitudes were important mediating variables that were crucial to the success of a CIS. In addition, it was also identified that the adoption of best practice variables had a dual role, directly influencing the level of perceived success but also facilitating the development of user ownership and positive user attitudes. These results will be of particular interest to practising IM&T managers in the NHS and also to the wider academic research community.

The balanced scorecard BSC has emerged as a decision support tool at the strategic management level. Many business leaders now evaluate corporate performance by supplementing financial accounting data with goal-related measures from the following perspectives: customer, internal business process, and learning and growth. It is argued that the BSC concept can be adapted to assist those managing business functions, organizational units and individual projects. This article develops a Ž. balanced scorecard for information systems IS that measures and evaluates IS activities from the following perspectives: business value, user orientation, internal process, and future readiness. Case study evidence suggests that a balanced IS scorecard can be the foundation for a strategic IS management system provided that certain development guidelines are followed, appropriate metrics are identified, and key implementation obstacles are overcome.

Under-used and never-implemented information systems represent wasted investment. This paper proposes a new model - the Information Systems Acceptance (ISA) model - to explain and predict information systems (IS) acceptance. The ISA model integrates three sets of factors influencing IS acceptance: software characteristics; implementation processes; and system use, user satisfaction and system outcomes. These sets of factors are drawn from