IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM

Colman Gantley

Abstract

This paper presents a framework for identifying and improving user satisfaction for implemented information systems. Frequently, the post-implementation phase of a systems lifecycle is ignored and problems go undetected, which leads to user dissatisfaction. A poorly designed system can become a barrier for users and often they become reluctant to tolerate and use the system. If users resist working with the technology, the potential for the system to generate significant organisational performance gains can be lost, rendering the introduced system a costly mistake. This paper attempts to refine usability beyond just human-computer interaction (HCI). It introduces the Post-Implementation, Usability Synergy (PIUS) framework, which focuses on six different elements, including: training, functionality, reliability, working environment and interfacing, all centred on the actual users of the system, with the aim to enhance user satisfaction towards the new system.

References

  1. Babar, M. A.; Zhu, L.; Verner, J. & Huo, M. (2004). Software Quality and Agile Methods. 28th Annual International Computer Software and Applications Conference. Hong Kong, IEEE Computer Society.
  2. Bradford, G. (2003). 'What's Old is New Again: Training is the Information Technology Constant', Special Interest Group on University and College Computing Services, Vol 14, pp.255 - 258
  3. Calisir, F. & Calisir, F. (2003). 'The relation of interface usability characteristics, perceived usefulness, and perceived ease of use to end user satisfaction with enterprise resource planning (ERP) systems', Elsevier, Vol 20, pp.505-515
  4. Carroll, J. & Carrithers, C. (1984). 'Training Wheels in a User Interface', Human Aspects of Computing, Vol 27, pp.800 - 806
  5. Devaraj, S. & Babu, S. (2004). 'How To Measure The Relationship Between Training And Job Performance', Vol 47, pp.63 - 67
  6. Dix, A.; Beale, R.; Finlay, J. & Abowd, G. (1993). HumanComputer Interaction, Prentice Hall.
  7. Fruhling, A.; Vreede, G.-J. d. & Chakrapani, A. (2005). A repeatable Collaboration Process for Usability Testing. Proceedings of the 38th Hawaii International Conference on System Sciences. IEEE.
  8. Halpin, L. (2003). Chaos and Complexity in the PostImplementation Phase of ISD. Physical & Quantitative Science. Waterford, Waterford Institute of Technology (WIT).
  9. Hawking, P. & Stein, A. (2002). 'E-skills: The Next hurdle for ERP implementations', 36th Annual Hawaii International Conference on System Sciences (HICSS'03), Vol 8, pp.235
  10. Hix, D. & Hartson, H. R. (1993). Developing User Interfaces: Ensuring Usability Through Product and Process, Wiley Professional Computing.
  11. Hunter, N. (2005). Hospital's PPARS warning to HSE. http://www.irishhealth.com/?level=4&id=7916.
  12. INBITE (2005). PPARS goes PEAR Shaped. INBITE Conference Series.
  13. Irish-Health (2007). PPARS system 'a nightmare'. IrishHealth.com. Dublin.
  14. ISO-9241 (1998). Ergonomics requirements for office work with visual display terminals., Part 11 - Guidance on Usability.
  15. Jeffries, R.; Miller, J. R.; Wharton, C. & Uyeda, K. M. (1991). 'User Interface Evaluation in the Real World: A Comparison of Four Techniques', Association for Computing Machinery, Vol 1, pp.119 - 124
  16. John, B. E. (1996). 'Evaluating Usability Evaluation Techniques', ACM Computing Surveys, Vol 28,
  17. Kennedy, J. (2005). Plan or be damned, warns expert on PPARS. Silicon Republic.com.
  18. Krasner, H. (2004). Ensuring E-Business Success by Learning from ERP Failures. IT Pro. IEEE.
  19. Kueng, P. (2002). Impact of Workflow Systems on People, Task and Structure: a post-implementation evaluation. Fifth European Conference on the Evaluation of Information Technology.
  20. Lucas, H. C. (2005). Information Technology: Strategic Decision Making for Managers, John Wiley & Sons.
  21. Lyytinen, K. & Klein, H. (1985). The Critical theory of jurgen habermas as a basis for a theory of information systems. WG8.2 Conference: Research Methods in Information Systems. Manchester UK, Elsevier Science Publishing B.V.
  22. Nicolaou, A. (2003). Quality of Post Implementation Review for Enterprise Resource Planning.
  23. Nicolaou, A. I. (2004). 'ERP Systems Implementation: Drivers of Post-Implementation Success', DSS 2004 Conference Proceedings, Vol 1, pp.589-597
  24. Nielsen, J. (1993). Usability Engineering, Florida, Morgan Kaufmann.
  25. Nielsen, J. & Coyle, K. P. (2001). Emerging Technology. CIO Magazine. CIO Magazine.
  26. PPARS (2005). Personnel, Payroll and Related Systems. IN Health (Ed.) July.
  27. Shang, S. & Seddon, P. (2000). A Comprehensive Framework for Classifying the Benefits of ERP Systems. Americas Conference on Information Systems. Long Beach, California.
  28. Shneiderman, B. (1998). Designing the User Interface: Strategies for Effective Human-Computer Interaction, Addison Wesley Longman, Inc.
  29. Tallon, P.; Kraemer, K. L. & Gurbaxani, V. (2001). 'Executives' Perceptions of the Business Value of Information Technology: A Process-Oriented Approach', Journal of MIS, Vol 12,
  30. Weston, F. C. (2001). 'ERP Implementation and Project Management', Production and Inventory Management, Vol 42, pp.75 - 80
  31. Willcocks, L.; Feeny, D. & Islei, G. (1997). Managing IT as a Strategic Resource, Shoppenhangers Road, Maidenhead, Berkshire, SL6 2QL, England, McGrawHill Book Company (Europe).
  32. Wixon, D.; Holtzblatt, K. & Knox, S. (1990). Contextual design: an emergent view of system design. Human factors in computing systems: Empowering people. Seattle, Washington, United States, ACM Press.
  33. Woodings, T. L. & Everett, J. E. (1999). A Methodology with Quality Tools to support Post Implementation Reviews. 10th Australasian Conference on Information Systems. New Zealand, ACIS.
  34. Yu, C.-S. (2005). Causes influencing the effectiveness of the post-implementation ERP system. Industrial Management & Data Systems. Emerald Group Publishing Limited.
Download


Paper Citation


in Harvard Style

Gantley C. (2008). IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM . In Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS, ISBN 978-989-8111-40-1, pages 388-392. DOI: 10.5220/0001713703880392


in Bibtex Style

@conference{iceis08,
author={Colman Gantley},
title={IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM},
booktitle={Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS,},
year={2008},
pages={388-392},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001713703880392},
isbn={978-989-8111-40-1},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS,
TI - IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM
SN - 978-989-8111-40-1
AU - Gantley C.
PY - 2008
SP - 388
EP - 392
DO - 10.5220/0001713703880392