This work brings new evidence to how the process of information systems design can be integrated with an analysis of organizational variables and a multi-stakeholders perspective. We conducted an ethnographic study in a hospital unit, collecting data from observations, interviews and focus groups. The discussion about emergent themes with the actors in their natural context allowed us to identify a diffused discomfort perceived by personnel and to code it as process conflict, that is, a particular type of conflict caused by inefficiencies in the organization of work activities. In co-evolution with the actors, we defined the characteristics of a new management information system to confront and manage conflict within the organization. We adopted a socio-technical perspective to conform the new information system to the actual organizational characteristics. We conclude with a discussion of theoretical, methodological, and practical implications.
An ethnography on process conflict in a hospital unit: insights for information systems design / Bertolotti, Fabiola; Macri', Diego Maria; Mattarelli, Elisa. - ELETTRONICO. - OCIS conference paper abstract:(2008), pp. 4-4. (Intervento presentato al convegno The Questions We Ask tenutosi a Anaheim nel 8-13 August).
An ethnography on process conflict in a hospital unit: insights for information systems design
BERTOLOTTI, Fabiola;MACRI', Diego Maria;MATTARELLI, Elisa
2008
Abstract
This work brings new evidence to how the process of information systems design can be integrated with an analysis of organizational variables and a multi-stakeholders perspective. We conducted an ethnographic study in a hospital unit, collecting data from observations, interviews and focus groups. The discussion about emergent themes with the actors in their natural context allowed us to identify a diffused discomfort perceived by personnel and to code it as process conflict, that is, a particular type of conflict caused by inefficiencies in the organization of work activities. In co-evolution with the actors, we defined the characteristics of a new management information system to confront and manage conflict within the organization. We adopted a socio-technical perspective to conform the new information system to the actual organizational characteristics. We conclude with a discussion of theoretical, methodological, and practical implications.Pubblicazioni consigliate
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