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APPENDIX A: INTERVIEW QUESTIONS
If during the answering of a question issues where revealed, the following questions were asked to explorer the issues:
• At which moment in the project is this issue discovered?
• How is dealt with this issue (change in organizational process, change in information system, extra training, etc.)?
• Could the issue have been prevented?
Section 1: Elaborating issues with the information system and determining causes
1. Can you describe for every sub-characteristic that you indicated as relevant: a. Your perception of the characteristic with respect to agreed requirements; b. Your perception of the characteristic with respect to your expectations at this
moment.
Section 2: Elaborating issues with realizing benefits and determining causes
2. How is the project managed? a. Target outcomes:
i. Technology performance, reliability, cost of operation and maintenance, within project schedule and budget.
ii. Improvement in organizational performance.
iii. Improvement in organizational culture and performance. b. Solution
i. New IT.
ii. New IT, in conjunction with other changes.
iii. Interventions focused on people, structure, culture and HRM. c. Approach
i. IT project structure, led by IT project manager, who is expected to deliver on time and within budget.
ii. Program of change efforts, including IT change. Also process restructuring, reward systems, training etc.
iii. Organizational development, collection of change methods. d. Role of managers
i. Oversight, to approve, provide, initiate, providing input.
ii. Leadership, to initiate the project, act as sponsor, explore process options enabled by the new technology, etc.
59 e. Role of IT experts
i. Central, to perform the project management role and most of the project labor. coordinate with business managers, vendors and external consultants.
ii. Central, to work together with organizational managers and other specialists to design a technochange in which the IT part meshes with other changes.
iii. Negligible. f. Role of other experts
i. Technology vendors and consultants may perform various tasks. ii. Internal staff specialists, external management, technology consultants
and technology vendors, may all play key roles.
iii. Internal HRM management, external development consultants often perform key roles.
3. Do users use the functionalities of the information system (as expected)? a. Why do they not use that functionality (as expected)?
b. What are the issues that are resulting from this behavior (problems in other processes, management information, future, etc.)?
4. Are the functionalities of the information system aligned with the activities of the users?
a. Was the approach in case of issues: to change the organizational process, information system, both, or none?
5. What were the expected positive results of the project? a. Are these results realized?
