The South African public service, like many organisation, is embracing information and communication technology (ICTs) and the main aim is to improve and better their services. Frenzel (1999:18) indicates that this is because ICT has the potential to reduce costs, improve internal efficiency, capture economies of scale and bring organisations even closer to their customers and suppliers. Significant initiatives have been taken in the last couple of years. These include the need to address the coordination of ICT initiatives in the public service, through the establishment of the Office of the Government Chief Information Officers (OGCIO) within the Department of Public Service and Administration (DPSA). The South African public service also established State Information Technology Agency (SITA) responsible for the provision of information technology, system and related services. However, although ICT has the potential to infuse every area of the public service and improve service delivery, ICT is a management task that should be addressed in the overall context of an organisation and its environment. It is therefore in the best interest of this study to investigate the role of ICT in the South African public service. A number of aspects of ICT were investigated, including the challenges facing government in the implementation of ICT, critical success factors of ICT and the role of ICT in the public service. Among the challenges indentified include leadership instability, lack of common shared vision and strategy, lack of skills, training and development and poor communication and decision making processes are significant organizational factors constraining the successful implementation of ICT in government. Lack of ICT infrastructure, integration and interoperability issues are cited as technical challenges to successful implementation. Key findings from the study were that ICTs should integrate service delivery across government. It should also facilitate business efficiency and effectiveness and contribute towards socio-economic development. It is therefore necessary that ICT must be driven by government‘s developmental agenda, rather than technology. It is recommended that this could be achieved through a sustained shared, common vision across government, adequate resources and strategic partnerships with the business community. / Master of Public Administration, North-West University, Potchefstroom Campus, 2012

O processo de terceirização da Tecnologia de Informação (TI) tem crescido nas últimas décadas, tanto em números de artigos publicados, quanto em evidências práticas desse processo. Estudos acadêmicos e prática empresarial reforçam a necessidade de entender esse fenômeno para que, com isso, a empresa possa obter sucesso. Devido à complexidade que envolve esse processo, vários estudos têm sido usados para entender tal fenômeno. Recentemente, estudos associados ao campo da inovação têm sido utilizados para entender melhor o processo de terceirização. Um dos questionamentos existentes nesses estudos refere-se ao fato da possibilidade de relacionamento entre terceirização de TI e inovação. Nesse contexto, o presente trabalho traz como objetivo geral analisar a terceirização de TI como fonte externa de inovação. Para entender o objeto de estudo desta tese, foi desenvolvida uma base teórica com foco nas abordagens epistemológicas: das estratégias de terceirização de TI, inovação e Teoria dos Custos de Transação. Logo após, foram apresentados os métodos do trabalho, fundamentados em abordagem qualitativa exploratória e descritiva. Na abordagem qualitativa exploratória foram estudadas três emresas como casos iniciais: Gerdal, Yara e Springer. Na pesquisa qualitativa descritiva foram selecionadas quatro empresas: Energia 1, Energia 2, Automotivo 3 e Automotivo 4. No total foram realizadas 16 entrevistas, que foram interpretadas através da técnica de análise de conteúdo, com o auxílio do software MaXQDA. No caso da Energia 1, foram analisados os projetos relacionados ao GAFIX (Gestão Integrada de Ativos Elétricos) e GIS (Geographic Information System). Na Energia 2, o estudo focou nas soluções móbile e biométrica, gerando redução de perdas e danos. Na Automotivo 3, foi estudado o sistema de varejo para manufatura discreta. Na Automotivo 4, o foco foi a readaptação das soluções de transporte. Nos casos constatou-se que a relação terceirização de TI e inovação trata-se de um tema evidente, especialmente pelas complexas relações existentes entre seu relacionamento. Como pode ser observada na base teórica e na análise dos resultados, a materialização dos benefícios do processo de terceirização da TI envolve um profundo processo de análise das possibilidades de inovação, geradas entre clientes e fornecedores. Desse modo, o presente estudo pretendeu contribuir para a discussão dos estudos de terceirização de TI e inovação, incentivando futuros debates, que venham a contribuir para a evolução desse campo. / The process of outsourcing of Information Technology (IT) has grown in recent decades, both in numbers of articles published and in practical evidence. Academic studies and business practice reinforce the need to understand this phenomenon so that the company are more likely to succeed. The complexity involved in this process has fostered the use of many different methodological and theoretical approaches to understand this phenomenon. More recently, studies related to the field of innovation have been used to better capture the nature of the process of outsourcing. One of the questions addressed by these studies is the likely relationship between outsourcing and innovation. In this context, the present work primarily aims to analyze the relationship between outsourcing and external sources of innovation. To provide a better understanding of this subject, we developed a theoretical framework based on epistemological approaches: strategies for outsourcing, innovation and the theory of transaction costs. Then, we presented the thesis’ methodology, which is based on qualitative – exploratory and descriptive – analyses. First, in the exploratory stage, we studied three companies as early cases: Gerdau, Yara and Springer. After, in the descriptive study, we selected five companies: Energia 1, Energia 2, Automotivo 3 e Automotivo 4. 16 interviews were conducted in total. These interviews were interpreted using the technique of content analysis, supported by the software MaXQDA. In the case of Energia 1, GAFIX related projects (Integrated Asset Electric) and GIS (Geographic Information System) were analyzed. In Energia 2, we focused on mobile and biometric solutions, which ultimately reduce damages and losses for the company. In the Automotivo 3, we analyzed the retail system for discrete manufacturing. In Automotivo 4, the focus was on transportation solutions rehabilitation. Through the analysis of the aforementioned cases, we could draw the conclusion that the processes of IT outsourcing and innovation are an evident theme, especially amongst the complex relationship existent between partners. As we can see in both the theoretical mark and in the analysis of results, the exploitation of the benefits of IT outsourcing processes involves a thoroughly process of examining the possibilities of innovation, which is generated amongst customers and suppliers. Thus, this study aimed to contribute to IT outsourcing and innovation studies, encouraging further discussion, which may contribute to the evolution of this field.

A prática da terceirização por parte das organizações é uma prática que vem sendo utilizada há muito tempo e tornou-se cada vez mais comum. O mesmo também ocorre em relação às atividades da área de Tecnologia da Informação, onde a terceirização vem assumindo um papel muito importante devido ao crescente do número de organizações que estão adotando essa prática, pelos altos valores envolvidos, ou ainda pelas formas e arranjos cada vez mais inovadores que estão se formando para o uso da terceirização em Tecnologia da Informação. Diversas são as razões que levam os executivos a terceirizar, parcial ou totalmente, suas diferentes atividades e serviços na área de Tecnologia da Informação, sendo muitos deles associados à redução de custos, melhoria da qualidade e foco nas atividades essenciais da organização. Os motivos pelos quais as organizações terceirizam têm sido foco de muitos estudos acadêmicos importantes, onde ainda são identificadas lacunas. Nesse contexto, esse trabalho tem como objetivo identificar os fatores que impactam no processo decisório de terceirização em Tecnologia da Informação. Diante disso, o principal objetivo desse trabalho é responder a seguinte questão: “que fatores devem ser considerados no processo decisório com relação à terceirização da Tecnologia da Informação?” O método utilizado é a pesquisa Survey realizada a partir de modelo validado apresentado pela literatura. O modelo precisou ser adaptado para a área de Tecnologia da Informação que resultou em um modelo contendo as dimensões Estratégia, Ambiente, Características do Processo de TI, Custos e Características dos Fornecedores de TI. O processo de validação e refinamento utilizou a Análise de Confiabilidade (Coeficiente Alfa de Cronbach) e a Análise Fatorial Fatorial Exploratória Discriminante. A partir do resultado dessas validações, foi identificada a possibilidade de diferentes arranjos de variáveis nas dimensões, porém manteve-se o padrão validado anteriormente sem contestação da literatura. A principal contribuição dessa pesquisa para a prática gerencial é o fornecimento de um instrumento de pesquisa que prevê a identificação dos fatores de determinantes para a decisão de terceirização em Tecnologia da Informação sob o ponto de vista do contratante. Esse modelo pode auxiliar executivos na decisão de terceirizar ou não suas atividades em Tecnologia da Informação. / The practice of Outsourcing by organizations has been used for years and it has become more and more common. The same has been occurring as to the activities of the area of Information Technology , where outsourcing has been occupying a relevant role due to the growing number of companies adopting this practice, the high amounts involved, or, still, the more and more innovating arrangements being formed for the utilization of outsourcing in Information Technology. There are many reasons for the executives to outsource, partial or totally, their different activities and services in the area of Information Technology, many of them associated to the reduction of costs, quality improvement and focus on the essential activities of the organization. The reasons why the organizations outsource have been the focus of many important academic studies, where many gaps are still identified. In this context, the aim of this work is to identify the factors that impact on the decision process of outsourcing in Information Technology. So, the main goal of this work is the answer for the following question: “which are the factors that shall be considered in the decision process relating to outsourcing of Information Technology".This work is a survey developed from a validated model presented by literature. The model had to be adapted to the area of Information Technology and resulted in a model containing the following dimensions: Strategy, Environment, Features of IT Process, Costs and Characteristics of IT Suppliers. The validation process and refining have used the Analysis of Reliability (Cronbach's Alpha Coefficient) and Discriminatory and Exploratory Factor Analysis. From the result of such validations, it has been identified the possibility of different arrangements of variables in the dimensions; however, it has been maintained the standard previously validated with no objection of literature. The main contribution of this survey for the managerial practice is the supply of a research tool which foresees the identification of determinant factors for outsourcing in Information Technology related to the contractor. The model may help the executives decide on the outsourcing of their activities related to Information Technology or not.

A prática da terceirização por parte das organizações é uma prática que vem sendo utilizada há muito tempo e tornou-se cada vez mais comum. O mesmo também ocorre em relação às atividades da área de Tecnologia da Informação, onde a terceirização vem assumindo um papel muito importante devido ao crescente do número de organizações que estão adotando essa prática, pelos altos valores envolvidos, ou ainda pelas formas e arranjos cada vez mais inovadores que estão se formando para o uso da terceirização em Tecnologia da Informação. Diversas são as razões que levam os executivos a terceirizar, parcial ou totalmente, suas diferentes atividades e serviços na área de Tecnologia da Informação, sendo muitos deles associados à redução de custos, melhoria da qualidade e foco nas atividades essenciais da organização. Os motivos pelos quais as organizações terceirizam têm sido foco de muitos estudos acadêmicos importantes, onde ainda são identificadas lacunas. Nesse contexto, esse trabalho tem como objetivo identificar os fatores que impactam no processo decisório de terceirização em Tecnologia da Informação. Diante disso, o principal objetivo desse trabalho é responder a seguinte questão: “que fatores devem ser considerados no processo decisório com relação à terceirização da Tecnologia da Informação?” O método utilizado é a pesquisa Survey realizada a partir de modelo validado apresentado pela literatura. O modelo precisou ser adaptado para a área de Tecnologia da Informação que resultou em um modelo contendo as dimensões Estratégia, Ambiente, Características do Processo de TI, Custos e Características dos Fornecedores de TI. O processo de validação e refinamento utilizou a Análise de Confiabilidade (Coeficiente Alfa de Cronbach) e a Análise Fatorial Fatorial Exploratória Discriminante. A partir do resultado dessas validações, foi identificada a possibilidade de diferentes arranjos de variáveis nas dimensões, porém manteve-se o padrão validado anteriormente sem contestação da literatura. A principal contribuição dessa pesquisa para a prática gerencial é o fornecimento de um instrumento de pesquisa que prevê a identificação dos fatores de determinantes para a decisão de terceirização em Tecnologia da Informação sob o ponto de vista do contratante. Esse modelo pode auxiliar executivos na decisão de terceirizar ou não suas atividades em Tecnologia da Informação. / The practice of Outsourcing by organizations has been used for years and it has become more and more common. The same has been occurring as to the activities of the area of Information Technology , where outsourcing has been occupying a relevant role due to the growing number of companies adopting this practice, the high amounts involved, or, still, the more and more innovating arrangements being formed for the utilization of outsourcing in Information Technology. There are many reasons for the executives to outsource, partial or totally, their different activities and services in the area of Information Technology, many of them associated to the reduction of costs, quality improvement and focus on the essential activities of the organization. The reasons why the organizations outsource have been the focus of many important academic studies, where many gaps are still identified. In this context, the aim of this work is to identify the factors that impact on the decision process of outsourcing in Information Technology. So, the main goal of this work is the answer for the following question: “which are the factors that shall be considered in the decision process relating to outsourcing of Information Technology".This work is a survey developed from a validated model presented by literature. The model had to be adapted to the area of Information Technology and resulted in a model containing the following dimensions: Strategy, Environment, Features of IT Process, Costs and Characteristics of IT Suppliers. The validation process and refining have used the Analysis of Reliability (Cronbach's Alpha Coefficient) and Discriminatory and Exploratory Factor Analysis. From the result of such validations, it has been identified the possibility of different arrangements of variables in the dimensions; however, it has been maintained the standard previously validated with no objection of literature. The main contribution of this survey for the managerial practice is the supply of a research tool which foresees the identification of determinant factors for outsourcing in Information Technology related to the contractor. The model may help the executives decide on the outsourcing of their activities related to Information Technology or not.

O processo de terceirização da Tecnologia de Informação (TI) tem crescido nas últimas décadas, tanto em números de artigos publicados, quanto em evidências práticas desse processo. Estudos acadêmicos e prática empresarial reforçam a necessidade de entender esse fenômeno para que, com isso, a empresa possa obter sucesso. Devido à complexidade que envolve esse processo, vários estudos têm sido usados para entender tal fenômeno. Recentemente, estudos associados ao campo da inovação têm sido utilizados para entender melhor o processo de terceirização. Um dos questionamentos existentes nesses estudos refere-se ao fato da possibilidade de relacionamento entre terceirização de TI e inovação. Nesse contexto, o presente trabalho traz como objetivo geral analisar a terceirização de TI como fonte externa de inovação. Para entender o objeto de estudo desta tese, foi desenvolvida uma base teórica com foco nas abordagens epistemológicas: das estratégias de terceirização de TI, inovação e Teoria dos Custos de Transação. Logo após, foram apresentados os métodos do trabalho, fundamentados em abordagem qualitativa exploratória e descritiva. Na abordagem qualitativa exploratória foram estudadas três emresas como casos iniciais: Gerdal, Yara e Springer. Na pesquisa qualitativa descritiva foram selecionadas quatro empresas: Energia 1, Energia 2, Automotivo 3 e Automotivo 4. No total foram realizadas 16 entrevistas, que foram interpretadas através da técnica de análise de conteúdo, com o auxílio do software MaXQDA. No caso da Energia 1, foram analisados os projetos relacionados ao GAFIX (Gestão Integrada de Ativos Elétricos) e GIS (Geographic Information System). Na Energia 2, o estudo focou nas soluções móbile e biométrica, gerando redução de perdas e danos. Na Automotivo 3, foi estudado o sistema de varejo para manufatura discreta. Na Automotivo 4, o foco foi a readaptação das soluções de transporte. Nos casos constatou-se que a relação terceirização de TI e inovação trata-se de um tema evidente, especialmente pelas complexas relações existentes entre seu relacionamento. Como pode ser observada na base teórica e na análise dos resultados, a materialização dos benefícios do processo de terceirização da TI envolve um profundo processo de análise das possibilidades de inovação, geradas entre clientes e fornecedores. Desse modo, o presente estudo pretendeu contribuir para a discussão dos estudos de terceirização de TI e inovação, incentivando futuros debates, que venham a contribuir para a evolução desse campo. / The process of outsourcing of Information Technology (IT) has grown in recent decades, both in numbers of articles published and in practical evidence. Academic studies and business practice reinforce the need to understand this phenomenon so that the company are more likely to succeed. The complexity involved in this process has fostered the use of many different methodological and theoretical approaches to understand this phenomenon. More recently, studies related to the field of innovation have been used to better capture the nature of the process of outsourcing. One of the questions addressed by these studies is the likely relationship between outsourcing and innovation. In this context, the present work primarily aims to analyze the relationship between outsourcing and external sources of innovation. To provide a better understanding of this subject, we developed a theoretical framework based on epistemological approaches: strategies for outsourcing, innovation and the theory of transaction costs. Then, we presented the thesis’ methodology, which is based on qualitative – exploratory and descriptive – analyses. First, in the exploratory stage, we studied three companies as early cases: Gerdau, Yara and Springer. After, in the descriptive study, we selected five companies: Energia 1, Energia 2, Automotivo 3 e Automotivo 4. 16 interviews were conducted in total. These interviews were interpreted using the technique of content analysis, supported by the software MaXQDA. In the case of Energia 1, GAFIX related projects (Integrated Asset Electric) and GIS (Geographic Information System) were analyzed. In Energia 2, we focused on mobile and biometric solutions, which ultimately reduce damages and losses for the company. In the Automotivo 3, we analyzed the retail system for discrete manufacturing. In Automotivo 4, the focus was on transportation solutions rehabilitation. Through the analysis of the aforementioned cases, we could draw the conclusion that the processes of IT outsourcing and innovation are an evident theme, especially amongst the complex relationship existent between partners. As we can see in both the theoretical mark and in the analysis of results, the exploitation of the benefits of IT outsourcing processes involves a thoroughly process of examining the possibilities of innovation, which is generated amongst customers and suppliers. Thus, this study aimed to contribute to IT outsourcing and innovation studies, encouraging further discussion, which may contribute to the evolution of this field.

O processo de terceirização da Tecnologia de Informação (TI) tem crescido nas últimas décadas, tanto em números de artigos publicados, quanto em evidências práticas desse processo. Estudos acadêmicos e prática empresarial reforçam a necessidade de entender esse fenômeno para que, com isso, a empresa possa obter sucesso. Devido à complexidade que envolve esse processo, vários estudos têm sido usados para entender tal fenômeno. Recentemente, estudos associados ao campo da inovação têm sido utilizados para entender melhor o processo de terceirização. Um dos questionamentos existentes nesses estudos refere-se ao fato da possibilidade de relacionamento entre terceirização de TI e inovação. Nesse contexto, o presente trabalho traz como objetivo geral analisar a terceirização de TI como fonte externa de inovação. Para entender o objeto de estudo desta tese, foi desenvolvida uma base teórica com foco nas abordagens epistemológicas: das estratégias de terceirização de TI, inovação e Teoria dos Custos de Transação. Logo após, foram apresentados os métodos do trabalho, fundamentados em abordagem qualitativa exploratória e descritiva. Na abordagem qualitativa exploratória foram estudadas três emresas como casos iniciais: Gerdal, Yara e Springer. Na pesquisa qualitativa descritiva foram selecionadas quatro empresas: Energia 1, Energia 2, Automotivo 3 e Automotivo 4. No total foram realizadas 16 entrevistas, que foram interpretadas através da técnica de análise de conteúdo, com o auxílio do software MaXQDA. No caso da Energia 1, foram analisados os projetos relacionados ao GAFIX (Gestão Integrada de Ativos Elétricos) e GIS (Geographic Information System). Na Energia 2, o estudo focou nas soluções móbile e biométrica, gerando redução de perdas e danos. Na Automotivo 3, foi estudado o sistema de varejo para manufatura discreta. Na Automotivo 4, o foco foi a readaptação das soluções de transporte. Nos casos constatou-se que a relação terceirização de TI e inovação trata-se de um tema evidente, especialmente pelas complexas relações existentes entre seu relacionamento. Como pode ser observada na base teórica e na análise dos resultados, a materialização dos benefícios do processo de terceirização da TI envolve um profundo processo de análise das possibilidades de inovação, geradas entre clientes e fornecedores. Desse modo, o presente estudo pretendeu contribuir para a discussão dos estudos de terceirização de TI e inovação, incentivando futuros debates, que venham a contribuir para a evolução desse campo. / The process of outsourcing of Information Technology (IT) has grown in recent decades, both in numbers of articles published and in practical evidence. Academic studies and business practice reinforce the need to understand this phenomenon so that the company are more likely to succeed. The complexity involved in this process has fostered the use of many different methodological and theoretical approaches to understand this phenomenon. More recently, studies related to the field of innovation have been used to better capture the nature of the process of outsourcing. One of the questions addressed by these studies is the likely relationship between outsourcing and innovation. In this context, the present work primarily aims to analyze the relationship between outsourcing and external sources of innovation. To provide a better understanding of this subject, we developed a theoretical framework based on epistemological approaches: strategies for outsourcing, innovation and the theory of transaction costs. Then, we presented the thesis’ methodology, which is based on qualitative – exploratory and descriptive – analyses. First, in the exploratory stage, we studied three companies as early cases: Gerdau, Yara and Springer. After, in the descriptive study, we selected five companies: Energia 1, Energia 2, Automotivo 3 e Automotivo 4. 16 interviews were conducted in total. These interviews were interpreted using the technique of content analysis, supported by the software MaXQDA. In the case of Energia 1, GAFIX related projects (Integrated Asset Electric) and GIS (Geographic Information System) were analyzed. In Energia 2, we focused on mobile and biometric solutions, which ultimately reduce damages and losses for the company. In the Automotivo 3, we analyzed the retail system for discrete manufacturing. In Automotivo 4, the focus was on transportation solutions rehabilitation. Through the analysis of the aforementioned cases, we could draw the conclusion that the processes of IT outsourcing and innovation are an evident theme, especially amongst the complex relationship existent between partners. As we can see in both the theoretical mark and in the analysis of results, the exploitation of the benefits of IT outsourcing processes involves a thoroughly process of examining the possibilities of innovation, which is generated amongst customers and suppliers. Thus, this study aimed to contribute to IT outsourcing and innovation studies, encouraging further discussion, which may contribute to the evolution of this field.

As competition has changed and made the environment more dynamic and complex for the hospitality and tourism industry, the concept of strategic management has become more important. However, under the force driving change of technology innovation, information has gone digital and electronic for business development and management. Adopting information technology (IT) for strategic management becomes an important issue for an organization. The co-alignment model is believed to be one of the effective models for the purposes of strategic management in the field of hospitality and tourism. The primary objective of this study was to investigate important considerations for the design of an information system (IS) to improve the utility of the model. Once the important considerations are taken into account for constructing the system, such an IS is expected to facilitate the information flows associated with the co-alignment model and further work in concert with the model to strengthen the processes of strategy formulation and implementation. Together, the co-alignment model and the IS can be viewed as a Coordination Strategy Framework which also has theoretical underpinning from the review of the literature of strategy, hospitality and tourism, management information system (MIS), computer science (CS), and information science. Because this research topic or its similar kind has not been studied in the field of hospitality and tourism, this study is exploratory in nature. A qualitative research approach adopting a single-case study method was used. Using the co-alignment model as one of its theoretical supports along with other techniques to collect and test the interview data, the study achieved reliability and validity of the research findings. As a major part of the conclusions of this study, the findings are the important considerations for the design of the future IS. They included the seven key issues in five dimensions, eleven recommendations, and ten propositions that explained the relationships among the managerial aspects implicated in the framework implementation, especially the interactions between the future IS and the co-alignment model. Furthermore, as the framework is an integration of a strategy model and an IT application, it also gives a new perspective to the term "strategic IT" that denotes the strategic use of IT. / Ph. D.

Doctor of Philosophy / Curriculum and Instruction Programs / Lawrence C. Scharmann / Bradley A. Shaw / Spanish instructors are not neo-phobic of instructional technology (IT), and they will affirm they are not afraid of IT just to avoid being labeled as ‘living dinosaurs.’ Most of them just do not have the know-how to explore and use IT in-depth. Regardless, they are more familiar with the diverse IT world available. In this study the main factors influencing Spanish language educators to use IT (or not) in their Second Language Acquisition (SLA) teaching methodology were discussed. Data from Spanish instructors in eight Kansas universities was analyzed to understand their perceptions and attitudes regarding the use of IT in their classrooms. Mixed methodologies were used: A quantitative survey targeting 80 instructors from the Modern Language Departments was developed. The survey had one section on demographic information and a second with 43 items dealing with perceptions related to IT. Afterwards, a case study with four in-depth interviews was conducted to elucidate richer descriptions and potentially corroborate patterns identified from the survey data. Data analysis revealed that most Spanish instructors have positive perceptions and attitudes towards IT. From the survey, nine themes emerged. Six of them formed a super-ordinate category showing that instructors consider IT useful for teaching culture in the target language, and in facilitating general knowledge. In this super-ordinate category, the six emergent themes are considered subordinate themes. The other three emergent themes formed another super-ordinate category with three subordinate themes: faculty require more time, training and technical resources to be able to integrate IT in their teaching. The four interviews explored what perceptions (or characteristics) stand out among faculty along a continuum of non-users to users with respect to the integration of IT; this allowed the researcher to confirm the instructors’ perceptions and attitudes on the nine emerging themes. Spanish instructors would integrate more modern tools in their teaching if they had more opportunities and support to be better informed; received appropriate training in their specific field; and were advised of available technology. As the findings showed, educators are no longer afraid of technology. Finally, conclusions of the findings were offered as well as recommendations for future research.

Since the 1990 the use of Electronic Patient Records (EPR) in health services has become increasingly prevalent world wide. EPR has become an important aspect of the continuous improvement of patient care. Transferring all patient records from paper based to electronic is now a priority for many health services. The research reported in this thesis is sponsored by Hamad Medical Corporation (HMC) to provide opportunity to explore the potential role for EPR in the Medical Records Department. The study has been designed to gain better understanding of the users perspectives with regard to the use of patient records. In order to analyse and understand the complex dynamic involved in the management and use of patient records, it was recognised that systems thinking offered an appropriate framework for this research. Soft System Methodology (SSM) was therefore applied to the analysis of the data and used to inform the development of a conceptual model. Using SSM in combination with the structured questionnaire survey and telephone semi-structured interview, triangulation of methods was achieved. Use of these generated rich data revealing for example the general dissatisfaction expressed with the existing manual patient records system, the lack of confidentiality, poor legibility, shortage of space and the frequent misfiling of records. The need to address these problems has informed the strategic plan for the development and implementation of EPR for HMC. The research has successfully addressed the stated aims and research questions and guided the formulation of proposals for improvements.

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.