The research reported in this thesis was an exploratory study that investigated the relationship between Information Systems (IS) investment and organisational performance and which led to the successfd development and testing of a combined process and variance model that sought to explain this complex relationship. The focal industry was the Australian Financial Services Sector (FSS), with samples being drawn from both the credit union industry (largest industry by size in the FSS) and the commercial/retail bank industry (largest industry by volume). The research began with a detailed review of the literature and thus explored the concepts underlying the business value of IS in general and the relationship between IS investment and organisational performance in particular. To fuaher enhance understanding of this literature, a meta-analysis of the business value of IS in general, and IS investment and organisational performance in particular, was undertaken as it was noted that there did not appear to have been any such formal structured meta-analyses to date. The foregoing analyses led to the proposal and development of a conceptual model of the relationship between IS investment and organisational performance that was comprised of four main components, the level of IS investment as represented by the IT portfolio, Organisational performance (both internal and external), Considerations for Strategic Information Systems Planning and Managerial effectiveness. In addition, the conceptual model explicitly considered the effect and impact of Context on the conceptual model. Further, analysis of subsequent results was strongly grounded in the literature and utilised three key theoretical foundations, General Systems Theory, The Resource Based View of IT and Stakeholder theory. / Thus, the conceptual model was developed and tested utilising a pluralist approach combining two research methods, a) Case research (model development and testing) and b) survey research (model refinement). The collection (and analysis) of data was achieved in two parts. First, given the complexity of the issues under investigation, a unique case study protocol was successfully developed and applied to a select group of Financial Institutions with the Commercial/retail Banking and Credit Union industries to confirm the components of the original conceptual model. Second, the resultant model(s) were tested via a survey targeted at the wider population of Authorised Deposit-taking Institutions in the Australian Financial Services Sector. The outcomes of this research were many, however the most notable were; 1) the development and testing of the conceptual model which were deemed to contribute to the development of theory within the discipline of Information Systems, 2) the development of a unique case study protocol that was deemed to contribute to IS research in general, 3) the derivation of a set of intermediary variables (Customer service quality, Operational efficiency, Staff and Product delivery) that was found to influence the relationship between IS investment and organisational performance and therefore extended and strengthened the conceptual model, and 4) the meta-analysis that was deemed to contribute to a better understanding of the state of the art with respect to research into this complex phenomenon.

One of the major challenges of MIS activities is the difficulty in measuring the effectiveness of delivered systems. The principal purpose of my research is to explore this field in order to develop an instrument by which to measure such effectiveness. Conceptualisation of Information System (IS) Effectiveness has been substantially framed by DeLone and McLean's (1992) Success; Model. But with the innovation in Information Technology (IT) over the past decade, and the constant pressure in IT to improve performance, there is merit in undertaking a fresh appraisal of the issue. This study built on the model of IS Success developed by DeLone and MeLean, but was broadened to include related research from the domains of IS, Management and Marketing. This analysis found that an effective IS function is built on three pillars: the systems implemented; the information held and delivered by these systems; and, the service provided in support of the IS function. A common foundation for these pillars is the concept of stakeholder needs. In seeking to appreciate the effectiveness: of delivered IS applications in relation to the job performance of stakeholders, this research developed an understanding of what quality means in an IT context I argue that quality is a more useful criterion for effectiveness than the more customary measures of use and user satisfaction. Respecification of the IS Success Model was then proposed. The second phase of the research was to test this model empirically through judgment panels, focus groups and interviews. Results consistently supported the structure and components of the respecified model. Quality was determined as a multi-dimensional construct, with the key dimensions for the quality of delivered IS differing from those used in the research from other disciplines. Empirical work indicated that end-user stakeholders derived their evaluations of quality by internally evaluating perceived performance of delivered IS in relation to their expectations for such performance. A short trial explored whether, when overt measurement of expectations was concurrent with the measurement of perceptions, a more revealing appraisal of delivered IS quality was provided than when perceptions alone were measured. Results revealed a difference between the two measures. Using the New IS Success Model as the foundation, and drawing upon the related theoretical and empirical research, an instrument was developed to measure the quality/effectiveness of delivered IS applications. Four trials of this instrument, QUALIT, are documented. Analysis of results from preliminary trials indicates promise in terms of business value: the instrument is simple to administer and has the capacity to pinpoint areas of weakness. The research related to the respecification of the New IS Success Model and the associated empirical studies, including the development of QTJALIT, have both contributed to the development of theory about IS Effectiveness. More precisely, my research has reviewed the components of an information system, the dimensions comprising these components and the indicators of each, and based upon these findings, formulated an instrument by which to measure the effectiveness of a delivered IS.

Most of the process measurement studies are related with time and cost based models. Although quality is the other conventional aspect, there are no widely used models for measuring the process quality in the literature. In order to provide complementary information about the quality, a process quality measurement model has been chosen to be developed and the studies about process characteristics have been searched in the scope of the thesis. Moreover, by utilizing the similarities between process and software, the studies in software quality have been investigated. In the light of the researches, a model is built on the basis of ISO/IEC 9126 Software Product Quality Model. Some of the quality attributes are redefined in the model according to the process characteristics. In addition, new attributes unique only to the process are developed. A case study is performed and its results discussed from different perspectives of applicability, understandability and suitability.

Η είσοδος της πληροφορικής στην ζωή μας ήταν καθοριστική πόσο μάλλον και στον τομέα της Υγείας. Τα σύγχρονα Πληροφοριακά Συστήματα Νοσοκομείου (ΠΣΝ) διαδραματίζουν σημαντικό ρόλο στη βελτίωση των υπηρεσιών υγείας και στην καθημερινή διευκόλυνση τόσο του νοσοκομειακού προσωπικού όσο και των πολιτών. Η χρήση αυτών απλοποιεί τις υφιστάμενες διαδικασίες λειτουργίας των μονάδων υγείας, ελαττώνει τον καθημερινό φόρτο εργασίας, βελτιώνει σημαντικά τις συνθήκες εργασίας του προσωπικού και μειώνει αισθητά το χρόνο αναμονής του ασθενή. Παρόλα αυτά στη χώρα μας η εφαρμογή τους στα δημόσια νοσοκομεία εμφανίστηκε σταδιακά και ακόμα και σήμερα η χρήση τους δεν είναι ευρέως διαδεδομένη. Στην παρούσα διπλωματική εργασία αρχικά περιγράφεται η δομή και τα βασικά χαρακτηριστικά ενός Πληροφοριακού Συστήματος Νοσοκομείου. Στην συνέχεια, εξετάζεται η εφαρμογή και η χρήση ενός συγκεκριμένου Πληροφοριακού Συστήματος ‘ΑΣΚΛΗΠΙΟΣ™ HOSPITAL’ στο Νοσοκομείο του Μεσολογγίου όπου και έχει εγκατασταθεί. Για την εργασία αυτή πραγματοποιήθηκε έρευνα στο Γενικό Νοσοκομείο Μεσολογγίου «ΧΑΤΖΗΚΩΣΤΑ» με σκοπό τη διάγνωση προβλημάτων στην ανάπτυξη και την εφαρμογή του Πληροφοριακού Συστήματος ‘ΑΣΚΛΗΠΙΟΣ™ HOSPITAL’ προκειμένου μελλοντικά να επιλυθούν. / The entry of information into our lives was decisive let alone into the field of health. Current Hospital Information Systems (HIS) are significant and imperative in improving health services and facilitate daily both hospital staff and citizens. Using these simplifies the existing operating procedures of health facilities, reduces the daily workload, significantly improves the working conditions of staff and reduces the waiting time of patient. However, in our country their use in public hospitals has been appeared progressively and even today is not widespread. In this present diploma thesis, it is given a description of the structure and the main characteristics of a Hospital Information System (HIS). Then, is considered the application and the use of a specific Information System 'ASKLIPIOS ™ HOSPITAL' into Hospital of Messolonghi where has been installed. Within elaborating this paper a survey has been conducted in General Hospital of Messolonghi « HATZIKOSTA » with purpose of diagnosing problems in the development and implementation of the Information System 'ASKLIPIOS ™ HOSPITAL' in order future to be resolved.

Since the introduction of computers in to organisations in the 1950s, computer information systems have become powerful organisational instruments. The uptake of information technology including information systems (IS) and the impact of these technologies have been phenomenal, particularly in the least developed countries (LDCs). Organisations in these countries have continued to utilise IS as a development tool with the belief that it will enhance business processes, in many instances accelerated by foreign assistance. IS can have a positive effect on users, organisations and national development, measured economically or otherwise at the individual, organisational, and national levels. Yet IS implementation and the measure of its success is characterised by a high rate of failure and disagreement among scholars and practitioners. The success of organisational IS is influenced by a fabric of many variables, including contextual elements. In this regard IS can be influenced by both the organisational context in terms of strategies, structures, politics and culture, and by the wider political socio-economic, cultural, and technological climate within which organisations exist. Understanding the contributing variables and the barriers that impede IS success, would better prepare organisations to overcome the inherent difficulties. There is a large body of work documenting the usefulness and consequences of IS. However, these studies have been concentrated in the developed countries (DCs), hence, little is known about IS implementation in LDCs. DCs and LDCs differ in their contextual and social settings, and a uniform analysis may not be applicable in their disparate settings. Indeed the paucity of research and data in the IS domain indicates that the study would benefit an LDC such as Papua New Guinea (PNG) and contribute to knowledge in understanding IS implementation in an LDC environment. This thesis reports on a study that examined IS implementation success in PNG organisations in the context of an LDC. Computers were introduced to PNG in the 1960s, however, no studies have been undertaken to date in this domain that the author is aware of. Hence, the objective of this study was to provide detailed analysis of IS, the context in which it was implemented, its interaction with organisational and external settings, and elicit the underlying elements associated with its success. It also explores the emphasis placed on each of the elements and the extent to which organisations effectively addressed these elements to ensure IS success. The exploratory study employs a multi method design - beginning in Stage 1 with case studies, followed by a survey in Stage 2. Stage 1 adopted a multiple case study approach. Eight case studies were undertaken, however, results of only four case studies are reported in this thesis. Data obtained in the case studies provide a useful basis for the survey. The study in Stage 2 consolidated and expanded on the case study findings from the perspective of a wider population. All the organisations contacted but not involved in the Stage 1 study contributed by participating in the survey. The study identified more than fifty elements that contributed to the success of IS in PNG organisations. There were significant similarities to the findings of studies in other DCs and LDCs despite the disparate contextual conditions. Several elements, not identified in prior studies, were also revealed. Based on this study, a set of principles pertaining to IS implementation and management in PNG were postulated. Similarly a set of recommendations were also outlined.

Models are incredibly insidious; they slide undetected into discussions and then dominate the way people think. Since Information Systems (ISs) and particularly Knowledge Management Systems (KMSs) are socio-technical systems, they unconsciously embrace the characteristics of the dominant models of management thinking. Thus, their limitations can often be attributed to the deficiencies of the organizational models they aim to support. Through the case study of a hotel chain, this research suggests that contemporary KMSs in the hospitality sector are still grounded in the assumptions of the mechanistic organizational model which conceives an organization as a rigid hierarchical entity governed from the top. Despite the recent technological advances in terms of supporting dialogue and participation between members, organizational knowledge is still transferred vertically; from the top to the bottom or from the bottom to the top. A number of limitations still exist in terms of supporting effectively the transfer of knowledge horizontally between the geographically distributed units of an organization. Inspired from the key concepts of the more recent complex systems model, referred frequently as complexity theories, a Knowledge Management Architecture (KMA) is proposed aiming to re-conceptualize the existing KMSs towards conceiving an organization as a set self-organizing communities of practice (CoP). In every such CoP, order is created from the dynamic exchange of knowledge between the structurally similar community members. Thus, the focus of the KMA is placed on capturing systematically for reuse the architectural knowledge created upon every initiative for change and share such knowledge with the rest of the members of the CoP. A KMS was also developed to support the dynamic dimensions that the KMA proposes. The KMS was then applied in the case of the hotel chain, where it brought significant benefits which constitute evidence of an improved self-organizing ability. The previously isolated hotel units residing in distant regions could now trace but also reapply easily changes undertaken by the other community members. Top-management’s intervention to promote change was reduced, while the pace of change increased. Moreover, the organizational cohesion, the integration of new members as well as the level of management alertness was enhanced. The case of the hotel chain is indicative. It is believed that the KMA proposed can be applicable to geographically distributed organizations operating in different sectors too. At the same time, this research contributes to the recent discourse between the fields of IS and complexity by demonstrating how fundamental concepts from complexity such as self-organization, emergence and edge-of-chaos can be embraced by contemporary KMSs.

In a comprehensive review of literature on the strategic adoption of information systems (IS), various approaches to strategic IS adoption were unable to verify and coordinate different factors for IS investment as a strategic business unit. An assessment of different models in this area through the review of empirical case studies was required to identify the factors that affect IS strategic adoption, because these factors support the evaluation and adoption of both the process and result of IS strategic adoption. Thus, a study to investigate and evaluate the adoption of strategic information systems planning (SISP) within organisations is required in order to identify the factors that affect this type of adoption. The research in this thesis takes into account the adoption process and the factors for the adoption of SISP. There is also a need to understand and evaluate different IS planning techniques within a framework that can support decision-makers through the entire IS strategic adoption process. This framework is a component of the proposed novel model that considers other crucial factors that influence IS strategic evaluation and adoption. Decision-makers may employ such a model and evaluation framework that considers important SISP criteria, such as (a) SISP benefits, (b) SISP requirements and, (c) SISP drivers, as an important reference tool. After presenting the conceptual components of this research, the empirical side expresses the application of a qualitative research approach through a case study strategy to investigate the proposed model of SISP adoption. As a result, two global organisations were investigated, reported, and analysed. Additional factors for the adoption of SISP emerged from these analyses. The proposed conceptual model was modified to present 11 factors that influence the adoption of SISP, including (a) planning team; (b) benefits; (c) requirements; (d) drivers; (e) costs; (f) IS performance measurement; (g) framework for the evaluation of SISP techniques; (h) SISP methods; (i) SISP tools; (j) support; and (k) IS strategy. The primary contribution of this thesis is a comprehensive novel model for the evaluation and adoption of SISP. The model includes two levels of original contribution. Firstly, it accounts for previous studies in SISP and their factors, which supports the conceptual level of this contribution. The researcher incorporated and extended these studies to merge the factors which were recognised in the normative literature. In addition, factors from empirical work have also been combined in the proposed model, thus developing a consistent paradigm for the evaluation and adoption of SISP. Secondly, the concept and process of the proposed model can be applied as an educational guide throughout the IS strategic evaluation and adoption process. Nevertheless, this model contains a proposed framework for the evaluation of IS strategic planning techniques as factors that influence the adoption of SISP. This framework is novel, since it is a part of the proposed model as well as a classification of IS planning techniques, and supports decision-makers’ understanding and evaluation of planning techniques during the adoption of SISP.

This research builds on the literature about power and performance, offering new theory that extends the literature by accounting for the transformational effects of information technology. The role of information technology in the relationship between organizational power and performance is unclear in the literature. Management literature offers theories describing the relationship between power and performance. IS literature investigates the relationship between information technology (IT) and power and between information systems technology and performance, but is silent on the impact of IT on the relationship between power and performance. The nature of this relationship – direct, moderating, or indirect – is unknown. Due to the ubiquity of information technology in organizations and society, it is necessary to theorize on the relationship between IT, power and performance. This study evaluates the implementation of Enterprise Performance Management (EPM) solutions in two case study organizations. The use of the IT portion of the EPM is the event of interest. In one case, the EPM implementation is considered a success. In the other, the EPM implementation is considered unsuccessful. Findings from each organization are compared and used to determine the overall research findings. The findings demonstrate the transformational potential of IT on the relationship between power and performance and provide insights that may lead to a deeper understanding of each. The findings of this case study point the way toward development of more detailed constructs and propositions that are testable, measurable, and refutable.

<p>This thesis has its point of departure in the identified knowledge gap, which includes the importance of the information systems (IS) outsourcing relationship for studying the success of IS outsourcing. This research study, therefore, is structured with the belief that the disregard of the client-IS supplier relationship when studying IS outsourcing is paradoxical. Paradoxical since the impact of the relationship on the overall IS outsourcing can make the difference between success, less success and even failure. In contrast to the majority of prior research, which has focused IS outsourcing in its entirety, this research study percieves IS outsourcing as a process. Because prior research shows that the success or failure of IS outsourcing is connected to its implementation, this thesis focuses the post-contract stage of the IS outsourcing.</p><p>The purpose chosen and addressed is to develop a conceptual framework for describing and explaining the degree of successful outcome of the IS outsourcing process using a relationship perspective. To approach this purpose, a literature review study is conducted. The literature review study includes the integration of three theoretical fields: IS, interorganisational business relationships and IS outsourcing. The knowledge domains of particular interest are 'strategies, approaches and frameworks for the IS life cycle', 'the interaction approach' and 'IS outsourcing success'.</p><p>The purpose is focused through the identification of key conditions, dimensions and interrelations among dimensions. These identified elements, constituting the core elements of the conceptual framework, are a result of the conducted literature review study. The key conditions are identified according to their influence on the degree of successful outcome of the IS outsourcing process from a relationship perspective. Due to the large amount of key conditions identified, they are categorised into nine dimensions: Atmosphere, Behaviour, Contract, Environment, Interatction, IS, Management, Organisation and Outcome. The identified interrelations among these dimensions are fruitful since they provide insights and a favourable point of departure for studying the degree of successful outcome of IS outsourcing processes.</p><p>The main contribution of this thesis is the conceptual framework for the IS outsourcing process. The key conditions, dimensions and interrelations constitute the conceptual framework as a result of their potential for describing and explaining the degree of successful outcome of the IS outsourcing process from a relationship perspective. The application of the conceptual framework provides managers with core elements to be considered during IS outsourcing decision-making and subsequent design of IS outsourcing. Its usage, moreover, is believed to support managers during the operationalisation of the post-contract stage of IS outsourcing processes. Finally, the conceptual framework is a fruitful 'tool' for future empirical research. Fruitful in the sense that it can provide useful and important insights into how different key conditions infuence the degree of successful outcome of IS outsourcing processes and how these key conditions are interrelated.</p>

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