Citation

Nathanael D, Vassilakopoulou P. Cogn. Technol. Work 2009; 11(4): 293-312.

Copyright

(Copyright © 2009, Holtzbrinck Springer Nature Publishing Group)

DOI

10.1007/s10111-008-0113-4

PMID

unavailable

Abstract

This paper explores the normative and intentional issues of ensuring quality-in-use of large-scale information systems (IS) in the services sector. A descriptive model for observing the dynamics between key actors during system acquisition is proposed. The model supports the conceptualization of project dynamics in terms of different actors' capability (power, capacity and knowledge) and perspectives (business, technical and human activity). A retrospective analysis of two case studies is performed using this model: different actors involved are identified and the interplay between them is analysed. Interpreting from the case studies, it is argued that ensuring a balance among perspectives is instrumental in arriving at usable systems. This paper contends that ensuring quality-in-use entails a normative part, which can be dealt with by methods and tools and an intentional part which cannot be prescribed, but can be influenced by facilitating the discourse between perspectives from the procurement stage and as the project unfolds.

Language: en