An ethnography on process conflict in a hospital unit: insights for information systems design

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.