help with questions
Identify an organization you are familiar with. Answer the following questions:
An organization that I am familiar with is AT&T. I spent many years working for them and understand the processes well.
How many IT systems are used? Just guess and also name at least two specifically.
How many IT systems are used? Too many for me to know, to be honest. However, I can cite quite a few. Two specifically would be a) the AT&T Dashboard and b) ADP.
What organizational element is the technical lead for each one and who is the process or user representative for each one?
Front line managers are the technical lead for each one. The exception would be that the human resources department is a quick second lead to back up the front-line managers for ADP.
Next, the AT&T IT Department is the second (to Dashboard) and third (to ADP) technical lead. Like many other things, AT&T has historically driven accountability for all things to front-line management.
Using one of the IT theories in the case, describe whether the IT system “works” (i.e., is useful, successful, etc.).
Goodhue and Thompson (1995) spoke to system improvements. The AT&T Dashboard system could be improved for the frontline users by the company gaining improved comprehension about the interface between the users, managers, and the system, along with the process that ensued between the layers of “help” during system error.
Like unto an alternative resolution given by another student, at AT&T surveys were given for employee feedback to help develop a better solution to improve the functionality, improve easiness, and gain buy-in from members as recommended by Davis (1989).
Believe it or not, these proposed theories actually interlace with a larger picture regarding the AT&T culture. Continually driving all responsibility to the front-line management with little to no IT Departmental support (this was sub-contracted by the way) led to a myriad of frustrations. For example, if an employee had a problem with the AT&T Dashboard that impeded his/her ability to receive incoming calls, or even create sales and customer service experiences (which impacted performance metrics), and if the management could not help the employee, then that employee went into a seemingly unending queue with a contracted IT Dept. At least, this was the case in the CSSC (Consumer Service and Sales). This caused a great amount of IT-related frustrations, which, in turn, was another hurdle for employees (frontline and management) to overcome in order to satisfy productivity goals.
Goodhue, D. L., and Thompson, R. L. (1995). Task-Technology Fit and Individual Performance, MIS Quarterly, June, 213:236
Davis, F. D. (1989, September). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 319-340.
The first key idea for me was the potential audience. A potential audience may include “academic colleagues, policy-makers, practitioners, community leaders and other professionals who many not specialize in case study or other social science research, varying from academic colleagues organized into peer-review committees to the executives of private or nonprofit firms who dominate the boards of private foundations” (Yin, 2018). For instance, the department that I currently work in uses terminology all day, every dat that is like another language. If we were to write a publication to be read by the rest of the VA, no one would have a clue what we are referring to. In order the reach other groups in a different audience, some of our terminology would definitely need to change.
The second key idea is that of the ability of case studies to communicate. “For many non-specialists, exposure to cogent and compelling single-case study can raise awareness, provide insight, or even suggest solutions to a given situation. Such a case study may be enhanced by simple pictures and graphics. All this information can help others to understand a phenomenon when a dense or abstract audience cannot do the trick” (Yin, 2018).
A third was the variety of case study compositions. Those listed include “1.) reporting formats, 2.) illustrative overall structures for case study compositions, 3.) the methods and research literature portions of a case study, and 4.) case studies as part of larger, mixed-methods studies” (Yin, 2018).
For analytic techniques, I feel drawn to the use of linear-analytic structures. This would require me to begin with the problem being studied with a “review of relevant prior literature” (Yin, 2018). This is followed by coverage of the methods to be used, what data I have collected, the analysis/findings, the conclusions as well as “the implications for the original issue or problem that had been studied” (Yin, 2018).
I would also make another attempt at using computer-assisted tools for analysis. My failed attempt at using Dedoose has not crushed my spirit! Possible use of CAQDAS software could help with my analysis. One issue/element/concept that I struggled with was the example in Box 41. I don’t handle theory/metaphors a well as a direct comparison when it comes to research.
Yin, R.K. (2018). Case study research and applications: Design and methods (6th ed.). Thousand Oaks, CA: Sage Publications