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Essay / CONFG Case Study - 1003
Given the user-friendliness of the product, information systems analysts believed that user compliance would drive product usage. Much to the dismay of the IS analyst, investigations concluded that the program had slight differences depending on its usage. This problem was due to socio-economic factors within the company that caused sales representatives chosen to operate the system to avoid the system. These excuses were due to disincentives such as a lack of bonus or reward for using the system and an intrusion into their responsibilities. As sales representatives, they made excuses such as that the system was a “dirty job” for manufacturers. Behind the excuses, the process of using the system was sub-optimized by the sales representative sub-process within the company which was optimized for efficiency. Unfortunately, the IS analysts in charge of the project were not able to make changes to the users of their system. Communication problems between the creators of the product and the managers who used the product caused this problem.