An empirical study of the impact of user involvement on system usage and information satisfaction
Communications of the ACM - The MIT Press scientific computation series
Information systems implementation: testing a structural model
Information systems implementation: testing a structural model
The productivity paradox of information technology
Communications of the ACM
Assessing the impact of information technology on labor productivity: a field study
Decision Support Systems - Special issue: economics of information systems
The substitution of information technology for other factors of production: a Firm Level Analysis
Management Science - Special issue: Frontier research on information systems and economics
Implementation: The Key to Successful Information Systems
Implementation: The Key to Successful Information Systems
Participative Approach to Computer Systems Design: A Case Study of the Introduction of a New Computer System
Information Systems Research
Contribution of institutional DSS to organizational performance: evidence from a longitudinal study
Decision Support Systems
Information technology payoff in the health-care industry: a longitudinal study
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
Discovering potential and realizing value from information technology investments
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
Business process change and organizational performance: exploring an antecedent model
Journal of Management Information Systems - Special section: The impacts of business process change on organizational performance
The implementation of business process reengineering
Journal of Management Information Systems - Special section: Toward a theory of business process change management
An examination of the trade-off between internal and external IT capabilities
The Journal of Strategic Information Systems
A hybrid GA-ant colony approach for exploring the relationship between IT and firm performance
International Journal of Business Information Systems
The impact of information and communication technology on skilled labor and organization types
Information Systems Frontiers
Information Systems Frontiers
Hi-index | 0.01 |
Measuring information technology payoff continues to be a challenge for organizations. Considering the impact of complementary investments on IT payoff has been proposed by recent studies. This paper examines the impact of one type of complementary investment on IT payoff: organizational change management initiatives to support IT implementation. The paper reports a case study of Cisco Systems' IT investment in an operating systems upgrade of over 34,000 computer systems in 117 countries. The findings of the exploratory case study indicate that planned communications and change management strategies developed by their Organizational Change Management group led to the smooth implementation of the upgrade process and contributed to the payoff from the IT investment, measured in terms of client satisfaction with the process and system and reduced cost and time to upgrade all systems. The findings were supported by pre- and post-implementation surveys of clients, analysis of the change management initiatives and their impact on the process, and comparison of actual and budgeted costs for the project.