This thesis reports the findings from an empirical study of eleven information systems built by Canadian companies and installed in their customers' premises. It examines the factors which enable or inhibit the success of these strategic information systems. Specifically, it investigated factors which enable a company to: 1. Create a customer-oriented strategic system (COSS) before its competitors. 2. Achieve a high level of adoption of the COSS by the customers. 3. Achieve competitive advantage from the COSS. Also examined were the effects that the COSS had on the company which originated it. The findings are as follows: 1. Factors which were associated with "first-movers" are: a. A corporate sense of urgency. b. Management support (the chief executive or a champion). c. A competent, proactive IS department. 2. Factors which are associated with high early adoption are: a. A well-identified need recognized by the customer. b. A low price charged for the use of the COSS by customers. c. A COSS that matches the desired company-customer relationship. 3. Factors that are associated with low early adoption are: a. Absence of a recognized need by the customer. b. A high price charged for the use of the COSS. c. A sales team with low competence at selling the COSS. 4. Factors associated with high late adoption and high competitive advantage: a. Many enhancements made to the COSS over the years. 5. Factors associated with low late adoption and low competitive advantage: a. A system that is perceived to be of poor quality. b. A lack of continuity of the champion. c. A system that has had few enhancements. 6. The main effects that a COSS had on the originating companies were: a. The IS operations staff needed to change their service levels, procedures and attitudes. b. The product sales people who had to sell the COSS needed to upgrade their skills to become comfortable selling an information technology system. In summary, the findings showed that the competitive advantage which accrues from an information system can take many years to become reality. It is imperative that companies wishing to create such systems take the time to develop a customer-oriented strategy, to develop a good quality system and to prepare for several years of enhancements. / Business, Sauder School of / Graduate

This is a case study of Linkage, and the factors that influence the social dimension of Linkage, as found in the Canadian Forces at the base, or business unit, level. In the course of this study, eight Canadian Forces bases or units were examined to assess their current state of Linkage with regard to Information Technology (IT) Management. The Department of National Defence is a public service organization responsible for the defence of Canada. Like many large organizations today, the Canadian Forces (CF), is faced with budget cuts, and needs to downsize. There is an awareness within the CF that effective use of IT is one way to improve organizational efficiency and effectiveness in a time of cutbacks. The traditional infrastructure of the CF has not kept pace with IT developments in functional areas, such as within its own Administration Branch. An information handling crisis is being faced by all Administration Branch personnel, and this situation is mirrored across other branches of the CF. In the course of this study of the business unit level of the CF, it was determined that Short and Long Term Linkage was influenced by Communication and Shared Domain Knowledge factors. Research results also indicated that Success in IT Implementation did not influence Linkage. Several other contributing factors were also identified, and a Canadian Forces Information Technology Management Partnership System was proposed to overcome these Linkage barriers. The importance of effective management of IT cannot be underestimated. If effective consideration of IT is made a part of the business planning process, Management Information Systems (MIS) practitioners will allow businesses, including militaries, to extract the full benefit and advantage from modern technological developments and procedures. Such is the goal of MIS, and of this work.

This is a case study of Linkage, and the factors that influence the social dimension of Linkage, as found in the Canadian Forces at the base, or business unit, level. In the course of this study, eight Canadian Forces bases or units were examined to assess their current state of Linkage with regard to Information Technology (IT) Management. The Department of National Defence is a public service organization responsible for the defence of Canada. Like many large organizations today, the Canadian Forces (CF), is faced with budget cuts, and needs to downsize. There is an awareness within the CF that effective use of IT is one way to improve organizational efficiency and effectiveness in a time of cutbacks. The traditional infrastructure of the CF has not kept pace with IT developments in functional areas, such as within its own Administration Branch. An information handling crisis is being faced by all Administration Branch personnel, and this situation is mirrored across other branches of the CF. In the course of this study of the business unit level of the CF, it was determined that Short and Long Term Linkage was influenced by Communication and Shared Domain Knowledge factors. Research results also indicated that Success in IT Implementation did not influence Linkage. Several other contributing factors were also identified, and a Canadian Forces Information Technology Management Partnership System was proposed to overcome these Linkage barriers. The importance of effective management of IT cannot be underestimated. If effective consideration of IT is made a part of the business planning process, Management Information Systems (MIS) practitioners will allow businesses, including militaries, to extract the full benefit and advantage from modern technological developments and procedures. Such is the goal of MIS, and of this work. / Business, Sauder School of / Management Information Systems, Division of / Graduate