Enterprise Information Systems (EIS) are large systems that enable the integration of business processes and allow seamless business process data flow throughout the organization. An EIS implementation is considered a failure if it is being cancelled; if it is removed early with relevant financial and organizational losses; or if the implementation resulted in a system being underutilized due to dissatisfaction, overspend or poor requirements gathering. Despite excessive spending over the years on digital transformation projects of such systems, failure rates have been excessively high. This research explores Super User effectiveness as an integral part of digital transformation processes. Super Users are regular but highly motivated employees who receive additional training in the use of a new or upgraded computer system to be introduced in the workplace, so that they can provide first-line technical support and training to their local colleagues. Super Users are frequently engaged in guiding and supporting users throughout and after EIS implementations or system upgrades. User satisfaction with the training process and Super User support effectiveness tends to contribute to more successful system transition and EIS implementation success. However, the role of Super Users in EIS implementations as a first line of education and support for EIS users has been substantially understudied as a potential way of reducing these failure rates. Although several studies have explored desired Super User characteristics in EIS systems implementation and successful organizational digital transformation processes, there has been a lack of attention to user perceptions of integrative systems as a contributing factor to better system utilization and implementation. This research explores Super User effectiveness as an integral part of digital transformation processes. A Theoretical Model was developed that draws from accepted theories of collaborative technology, technology adoption, and expectation confirmation. A survey was used to gather responses of 321 end users about their perceptions of Super User support and effectiveness, derived from their experience in several organizations that had undergone digital transformation. The study data were analyzed quantitatively, and the model validated through a structured equation model that was developed, based on relevant published models. A further explanatory study was conducted through thematic analysis of written participant responses. Our study found that Super User ability to emphasize the collaborative features of integrative systems by augmenting user perceptions of EIS as a social presence medium can contribute to higher levels of user performance and satisfaction. Immediacy of integrative systems as well as Individual user characteristics were found to play a positive role in user performance and satisfaction improvement. Situational characteristics of resource-facilitating conditions was also found to contribute positively to user performance and satisfaction. This study contributes to existing research on integrative systems characteristics and Super User effectiveness. It emphasizes collaborative components of integrative systems and discusses additional tools and expanded capabilities for systems utilization and user learning. It also expands on our understanding of Super User effectiveness through an exploration of user perceptions of integrative systems as a social presence medium and effective collaboration tool. Practitioners can thereby emphasize to users the resulting augmented capabilities that can contribute to effectiveness of the Super User training and development process. Practitioners should therefore urge organizations to focus on Super User selection and development as effective organizational resources that facilitate user support through organizational changes associated with EIS implementations, thereby contributing to increases in EIS implementation success rates. / Dissertation / Doctor of Philosophy (PhD) / This research examines the role of Super Users in Enterprise Information Systems (EIS) implementation as a means to reduce high failure rates in digital transformation projects. Super Users, motivated employees trained to provide technical support and training for colleagues during EIS transitions, play a crucial but underexplored role. The findings highlight the importance of Super Users in emphasizing collaborative aspects of EIS, contributing to improved user performance and satisfaction. This research underscores the significance of Super User selection and development in enhancing EIS implementation success rates.

Sammanfattning Inledning:       När journalsystemet Cosmic infördes i Region Jönköpings län (RJL) 2007 tillsattes superanvändare och så småningom även kontaktpersoner. Rollernas uppdrag var givna och arbetet rullade på. Nästan tjugo år senare är uppdragsbeskrivningarna samma trots att arbetet under årens lopp har förändrats. Sektion e-hälsa som är ansvarig för arbetet i Cosmic upplever en känsla av att arbetet inte fungerar optimalt och initierade ett förbättringsarbete. Men ett förbättringsarbete kan inte byggas på en känsla. Syfte:               Syftet med denna studie är att kartlägga superanvändarnas och kontaktpersoners upplevelse av uppdraget, vilka förväntningar som finns på uppdragen och hur kontakten med Sektion e-hälsa fungerar. Metod:         För att besvara syftets frågeställningar har en kvantitativ enkätundersökning med kvalitativa inslag använts. Genom intervjuer och fokusgrupper har fördjupande frågor kunnat ställas och deltagandet i Sektion e-hälsas möten och informationsträffar har gett en helhetssyn över förvaltningsorganisationen. Slutsats:         Uppdragen som superanvändare och kontaktperson behövs för att säkerställa ett enhetligt arbetssätt inom RJL:s olika verksamhetsområden. Idag finns ingen etablerad struktur kring uppdragen vilket gör att rollernas ansvarsområden flyter ihop. Många upplever sina uppdrag som meningsfulla men känner samtidigt en stress över att inte hinna med dem. En allmän önskan är att förbättra kommunikationen till och samarbetet med Sektion e-hälsa. Den kompetens som finns ute i verksamheterna behöver bli sedd och tas med i förbättringsarbeten för Cosmic. / Abstract Introduction: When the journal system Cosmic was introduced in Region Jönköpings län (RJL) in 2007, super users and eventually also contact persons were appointed. The assignments of the roles were given, and the work continued. Almost twenty years later, the mission statements are the same even though the work has changed over the years. Sektion e-hälsa, which is responsible for the work in Cosmic, experiences a sense that the work is not working optimally and initiated an improvement work. But improvement work cannot be built on a feeling. Purpose:         The purpose of this study is to map the superusers and contact persons experience of the assignment, what expectations there are on the assignments and how the contact with Sektion e-hälsa works. Method:       To answer the questions of the purpose, a quantitative survey with qualitative elements has been used. Through interviews and focus groups, in-depth questions have been asked and participation in Sektion e-hälsas meetings and information meetings has provided a holistic view of the administrative organization. Conclusion:   The assignments as superuser and contact person are needed to ensure a uniform way of working within RJL's various areas. Today, there is no established structure around the assignments, which means that the roles' responsibilities flow together. Many people experience their assignments as meaningful but at the same time feel a stress about not having time for them. A general desire is to improve communication to and cooperation with Sektion e-hälsa. The expertise that exists in the operations needs to be seen and included in improvement work for Cosmic. / <p>Examen i vårdadministration, YH-utbildning: 20 YH-poäng</p>

Tidigare studier har visat att träning av slutanvändare av affärssystem är viktigt. Samtidigt finns det faktorer som gör det viktigt för organisationer att ha en strategi för hur de kontinuerligt ska träna sina slutanvändare. Vår studie syftar därför till att tillhandahålla förslag för att organisationer bättre ska kunna hantera sin kontinuerliga träning av slutanvändare.Semistrukturerade intervjuer har gjorts med representanter från tre stora företag och tre affärssystemskonsulter i Skåneregionen. Studiens resultat visar att träning av slutanvändare överlag inte görs kontinuerligt i organisationer, detta trots att både företag och konsulter ser nyttan med det. Vidare har det även visat sig att det rådande träningskonceptet är att träna nyckelanvändare för att dessa sedan ska träna slutanvändare. Vi kritiserar detta träningskoncept, då nyckelanvändare oftast inte ges tillräckligt med tid till nyckelanvändaruppgifter från sin linjebefattning. Nyckelanvändare kan också sakna de individuella egenskaper som behövs för att träna slutanvändare i affärssystemet på ett lämpligt sätt. Vidare menar vi att organisationer behöver förbättra rådande tillvägagångsätt för att träna sina slutanvändare efter det att affärssystemet är implementerat.För att förbättra rådande tillvägagångssätt presenterar vi avslutningsvis nio förslag som syftar till att organisationer bättre ska kunna träna sina slutanvändare kontinuerligt. / Previous studies have shown that training of end users in the Enterprise resource planning (ERP) system is crucial. Thus, factors point towards the importance of a continuous training strategy for the end users, inside organizations. Accordingly, the purpose of this study aims to provide suggestions for organizations to better manage their continuous training for end users.Semi-structured interviews were conducted with representatives from three large enterprises and three ERP consultants in the region of Skåne, Sweden. The study results show that the training of end users is not generally made continuously in organizations. This despite the fact that both companies and consultants see the benefit of it. Instead, we found that the current method of training is to train key users, who then train end users. We criticize this concept of training key users as they are often not given enough time from their line manager to do their key user tasks. These individuals may also lack the proper characteristics needed to successfully train end users in the ERP system. Furthermore, we argue that organizations need to find ways to improve current approaches to train end users after the ERP system is implemented.As a result of our findings we outline nine suggestions aimed for organizations to improve their current methods of training end users continuously.