Informing the Realization of Benefits through the Development of New Management Information Systems
Author
Ganescu, Ioana-Madalina
Term
4. Term
Publication year
2021
Pages
37
Abstract
This master's thesis examines how organizations can move beyond judging IT projects by time, budget, and specification to focus on realizing benefits through organizational change. Using Dezide, a Danish provider of AI-based guided troubleshooting, as a case, the study analyzes the company's onboarding framework, where integration, training, and support are currently coordinated through decentralized assets that require manual management. The research asks how a new management information system can inform the realization of benefits by serving as an informating boundary object across knowledge boundaries during onboarding. Drawing on engaged problem formulation, action design research, case study methods, and abductive analysis, and using theories of benefits realization management, informating versus automating capabilities, and Carlile's knowledge boundaries, the thesis designs a theory-ingrained artifact (a Planning module) to support management activities end-to-end. The analysis describes the module's informating features and provides a stage-based account of how the system can help overcome increasingly complex knowledge boundaries, making benefits more explicit, traceable, and achievable for both clients and Dezide. The work outlines contributions to practice and research, notes limitations and directions for future work, and offers a model that other organizations can adapt when developing similar systems.
Denne kandidatafhandling undersøger, hvordan organisationer kan komme videre end at vurdere IT-projekter på tid, budget og specifikation ved at fokusere på realisering af gevinster gennem organisatorisk forandring. Med Dezide, en dansk udbyder af AI-baseret guidet fejlfinding, som case analyseres virksomhedens onboarding-framework, hvor integration, træning og support i dag koordineres via decentraliserede artefakter, der kræver manuel styring. Afhandlingen spørger, hvordan et nyt ledelsesinformationssystem kan informere realiseringen af gevinster ved at fungere som et informerende boundary object på tværs af vidensbarrierer under onboarding. Med udgangspunkt i engaged problem formulation, action design research, casestudie og abduktiv analyse samt teorier om benefits realization management, informerende kontra automatiserende kapabiliteter og Carliles vidensgrænser, designes et teori-forankret artefakt (et Planlægningsmodul), der understøtter styringsaktiviteter fra ende til anden. Analysen beskriver modulets informerende funktioner og giver en trinvis redegørelse for, hvordan systemet kan hjælpe med at overvinde stadigt mere komplekse vidensbarrierer og gøre gevinster mere eksplicitte, sporbare og opnåelige for både kunder og Dezide. Arbejdet skitserer bidrag til praksis og forskning samt begrænsninger og mulige retninger for fremtidigt arbejde og tilbyder en model, som andre organisationer kan tilpasse ved udvikling af lignende systemer.
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