Background to the study – The continued failure of Information and Technology (IT) projects has generated a lot of interest in literature in recent times despite huge capital investments into the industry. However, the failure is not only attributed to technical deficiencies but there is a growing realization, in literature, that there is a social dimension to the issue, one in which, presumably, traditional project managers do not have adequate skills in. The United Nations High Commissioner for Refugees (UNHCR) IT Manager, intends to introduce a new IT system but is faced with mutinous behavior by the users towards the project rendering it a possible failure. Purpose: It is the purpose of this study, to explore the possibility of equipping the project manager with the change management skill of communication using an appropriate methodology to see if this will bring about an improvement to the problem situation. Design/methodology/approach – The study takes an Action research approach, where the researcher is also a participant, using Soft Systems Methodology (SSM) to investigate the problem situation. The study deals with a fuzzy, non-linear problem with unclear objectives and users with different perspectives to the situation hence the appropriateness of SSM to the study. This is an Interpretive study that employs qualitative techniques for data collection in the form of interviews and observation. Data analysis is done through comparison of SSM model and the real world. Findings – To avoid possible user resistance to the introduction of new IT system, the project manager needs to ensure the users have a shared view and buy-in into the project. User participation in the decision-making process of the project throughout the life of the project ensures the users claim part-ownership to the project thereby reducing resistance. Recommendations – Training of the users, understanding their concerns, allowing the users to participate in decision making, consultation, debate, dialog, and finally incorporating these actions into implementing the project. These are actions that the project manager needs to take to improve the problematical situation. Practical Implications – This study gives insights on possible solutions to the continued reality of IT projects failure. Exploring the social side of IT projects and bringing in the dimension of possible integration of project management and change management disciplines brings an added perspective to the body of knowledge.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uct/oai:localhost:11427/32569 |
| Date | 19 January 2021 |
| Creators | Chimwe, Tapera |
| Contributors | Tuan, Nien-Tsu |
| Publisher | Faculty of Engineering and the Built Environment, Department of Construction Economics and Management |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Master Thesis, Masters, MSc |
| Format | application/pdf |
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