Faculty of Information Systems
School of Economic and Business Sciences
9406128v
georgia.sirinidis@fnbcorporate.co.za / Interpersonal Conflict is a neglected topic in Information System Development (ISD). While
deemed important, few ISD studies have examined interpersonal conflict, the management of
this conflict, or the impact this conflict has on project outcomes. Research in this field has
revealed that conflict between different user groups within the systems development team is
considered to be a significant threat to the success of a project. Failed systems have been
attributed to resistance to system change, political issues that arise as a result of the system
change and poor qua lity of teamwork between users and technical staff, analysts, programmers
and other IS professionals and cultural differences. Better methods of systems analysis and
design are thus needed to ensure appropriate, feasible and acceptable programs and applications
and it is therefore with this intention, that this dissertation is submitted: to consider
organisational behavioural means, in particular the importance of negotiating within the Systems
Development process, to improve systems development.
There were multiple objectives to this dissertation. These were:
· to investigate whether system development is currently experienced as a process of conflict
· to ascertain which roles experience a greater degree of conflict
· to ascertain which systems development life cycle (SDLC) and which methodologies
experience a greater degree of conflict
· to assess whether negotiating skills vary across the different roles within the SDLC, to assess
whether negotiating skills vary across SDLC methodologies
· to determine whether the interest to improve negotiating skills varies within the SDLC
· to evaluate the importance attached to negotiating skills in the SDLC
· to assess whether the acceptance of the proposed negotiating framework for systems
development varies within the SDLC
· to examine what factors play a role in the acceptance of the proposed frameworks and
· to assess whether the proposed framework will improve systems delivery.
ii
The reach of the research was limited to organisations in Southern Africa. These organisations
were either large software development houses, or small IT departments within organisations,
which specialised in developing either outsourced systems or in- house systems. Selfadministered
questionnaires were mailed out to system development teams in South Africa, of
varying industries and a total sample of one hundred and fifty five respondents replied. A
quantitative approach was adopted to analyse the data.
The results of the research show that minimal conflict is currently experienced in the SDLC and
respondents across all roles and methodologies feel they possess negotiation skills to handle the
conflict. The majority of the sample favourably accepted the proposed framework. Some roles
attached more importance to the need for negotiating skills in their line of work, and paid more
attention to improving their negotiating skills than others.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:wits/oai:wiredspace.wits.ac.za:10539/1828 |
| Date | 17 November 2006 |
| Creators | Sirinidis, Georgia |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | 627770 bytes, application/pdf, application/pdf |
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