| 1. |
- Borglund, Erik AM, 1969-, et al.
(författare)
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Business values of electronic records management in SMEs
- 2009
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Ingår i: Proceedings of the 3rd European Conference on Information Management and Evaluation. - UK : Academic Conferences Limited. - 9781906638443 - 9781906638436 ; , s. 51-58
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Electronic records management in Small and Medium Enterprises is a relatively new research area. It is difficult to find much on the SME and electronic record management in academic databases. In public organizations and in large enterprises the management of electronic records is now acknowledged as important for business support. Efficient records management is e.g. necessary for fulfilling requirements found in various legislation such as e.g. the Sarbanes-Oxley Act (SOX). The requirements for documentation in the ISO 9000, and the ISO 14000 series can be fulfilled if standards for records management are used.This paper aims to contribute further knowledge on the quality of records management in SMEs. The following research question has guided this research: How well do SMEs meet minimum ISO 15489 requirements for records management?The research has been carried out within a EU funded research program, where 4 SMEs from both Sweden and Finland have been studied using a qualitative research approach. The data have been collected from four SMEs through interviews. The analytical lens used in this research has been the international standard for Information and Documentation - Record Management: ISO 15489.The results show that electronic records are managed in a rather ad-hoc manner and that management is very dependent upon individuals, many of whom have little, if any, expertise or training in this area and no access to expert advice. One of the identified business values of well-managed electronic records is that the SME gains the opportunity to manage and benefit from their explicit knowledge and experience.This research shows that there are major obstacles to overcome before SMEs are able to fully adopt best practice in electronic records management. Many of these hindrances have their roots in a lack of appropriate strategies for records appraisal and that the SMEs have not followed the steps recommended in the ISO 15489 standard.
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| 2. |
- Borglund, Erik AM, 1969-, et al.
(författare)
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How requirements of record managers change after implementing new electronic records management systems
- 2009
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Ingår i: Proceedings of the 3rd European Conference on Information Management and Evaluation. - UK : Academic Conferences Limited. - 9781906638443 - 9781906638436 ; , s. 59-66
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Konferensbidrag (refereegranskat)abstract
- Swedish strategies and legislation that govern the management of records and archives in organizations have their roots in an analogue and paper-based environment. Today, very few records are created on paper: the majority of records are born digital, but they may be transformed to analogue form to fit organizational business needs and workflow. In a records management system of the highest quality electronic records should be maintained in their digital format to preserve context, digital links and dynamic relationships among information held in databases and multimedia documents. These relationships are frequently lost in any attempt to transfer to analogue form, thus compromising best practice records management standards.To meet the new need for managing born-digital records, many organizations have implemented electronic record management systems, and the effect of those implementations has gained interest from researchers, but it is not solely a software system that is needed to give a capacity of electronic record management. The ISO 15489 Standard for Records Management argues that the organizational structure and work processes affect how well the organization is able to manage their electronic records.This paper is based upon a research in a Swedish municipality, which carried out a comprehensive change management process to increase their capacity to manage electronic records, both for supporting business needs and long-term preservation needs. There is very little archival literature that focuses on how the roles of both archivists and record managers change, for example as a consequence of implementing electronic document management systems, and the organization becomes a process-oriented organization. The purpose of this paper aims to increase knowledge of the way the records managers need to change their work in order to meet the requirements generated by increased capacity in electronic records management.The research is based upon a qualitative approach where questionnaires, individual interviews, and group interviews have been used as data collection techniques. The research is in progress and has not yet fully been analyzed. However, the preliminary results indicate that the records managers need to act more proactively to meet the new system’s requirements of them. The importance of the records managers’ role in the municipality has become clearer and their competence is acknowledged as being more important as a result of this change management process in the municipality. The records managers are important in the sense that they know what information and what records are created, received and needed in different parts of the municipality. Records managers’ “record keeping” responsibilities have been better defined after this change process and their role in relation to areas that were traditionally the responsibility of archivists has also been more clearly delineated.
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| 3. |
- Wahlberg, Olof, et al.
(författare)
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How a Medium Sized Enterprise Applies the CRM Approach in its Marketing
- 2009
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Ingår i: Proceedings of the 3rd European Conference on Information Management and Evaluation. - : Academic Conferences Limited. - 9781906638443 - 9781906638436 ; , s. 448-459
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Konferensbidrag (refereegranskat)abstract
- The purpose is to describe how a medium sized enterprise with an international scope, positive economic development, and relatively high ICT maturity applies the CRM approach in its marketing. Medium sized enterprises with these features are assumed to be role models for smaller enterprises, and in particular for smaller enterprises with growth ambitions. This case study is based on structured interviews conducted with the CEO and the manager responsible for IT and IS development in the enterprise. The findings show that the enterprise endorses a customer-oriented business strategy, supported by fairly simple information gathering and analysing methods; that the dependency on agents and dealers is a problem in an CRM perspective; and that the development of the Web offers new possibilities for CRM practices and policies.
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| 4. |
- Bernhard, Iréne, 1953-
(författare)
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Evaluation of Customer Centre and e-Services in a Swedish Municipality with Focus on the Citizens' Perspective
- 2009
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Ingår i: 3rd European Conference on Management and Evaluation. - Reading : Academic Publishing Limited. - 9781906638443 ; , s. 34-41
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Konferensbidrag (refereegranskat)abstract
- Communication and quality of service to the citizens are considered to be of utmost importance in today’s society. Even though the Swedish municipalities have a high level of self-regulation and freedom to organize communication and dialogue with their citizens in their own way, the Swedish government has expressed their demands of increased expectations by citing the potential of e-governance and high quality of service in order to increase the efficiency of the service to the citizens. To implement customer centres is one way to meet these demands. This paper offers a critical evaluation of consequences for Swedish citizens regarding the quality of service from the citizens’ perspective in a municipality where a new customer centre and e-services have been developed and established. The main research method is qualitative based upon analysis from interviews with different personnel categories of employees within the municipality. The results are also based on analysis of customer investigations. The results show that this implementation and developing of e-services are mostly positive for the quality of service to the citizens but there are also some weak aspects found.
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| 5. |
- Flensburg, Per, 1946-, et al.
(författare)
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IT-Supported Work Processes for Contact Services in Swedish Municipalities : The Initial Design Steps
- 2009
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Ingår i: Proceedings of ECIME 2009. The 3<sup>rd</sup> European Conference on Information Management and Evaluation held at the University of Gothenburg, Sweden on 17-18 September 2009. - Göteborg : Göteborgs universitet. - 9781906638443 ; , s. 497-503
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Konferensbidrag (refereegranskat)abstract
- A contact service in a municipality is a place where the citizens can apply for processing of their claims concerning municipal jurisdiction. Examples could be application for a place at pre-school, planning permission or change of dustbin etc. The clerks at the contact centre should be able to provide immediate service in most of the matters. This requires the work-process for each matter to be known. Before starting of a contact service this knowledge existed in the administration for the actual claim. In many cases it was tacit and not described. This paper discusses the problem of making this knowledge explicit and described in order to be used at the contact service. Issues concerning work organisation, personnel and job satisfaction are recognised, but not in focus. Instead our focus lies on the work content, processing of the claims, which the clerks are dealing with. It is a qualitative study, based upon three existing contact services and one, which is in the design phase. We start with a brief discussion of different types of knowledge, related to classical epistemologies within the organisation area (Nonaka & Takeuchi, Brown & Duguid, Cook & Brown, Polyani, etc). Based upon empirical material from the cases we identify some typical knowledge categories. It might be general knowledge about rules, procedures and such things; it might be experience-based knowledge from previous claims, typical claims and work praxis developed over time. It might also be knowledge about the specific citizen and about the specific application. But it can also be totally new categories. Two categories we are pretty sure to identify are matter-oriented knowledge, concerning the actual matter and procedural knowledge, concerning the processing of the matter-oriented knowledge. In our previous research about work-flow four levels have been identified and we suspect the same basic reasoning might apply here.
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| 6. |
- Grundén, Kerstin, 1952-
(författare)
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MOA - An Evaluation Model for Implementation and Use of IT in Organizations
- 2009
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Ingår i: Proocedings of the 3rd European Conference on Information Management and Evaluation (ECIME). - Reading, UK : Academic Publishing Limited. - 9781906638443 ; , s. 187-194
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Konferensbidrag (refereegranskat)abstract
- MOA is an evaluation model for implementation of IT in organisations, developed by the author. The model has been used for several evaluation studies, and has been slightly modified in order to be useful for different fields of informatics. The MOA-E model has been used for case studies within the field of Computer-Supported Co-operative Work and implementation of e-Government. The MOA-L model has been used for case studies within the field of e-Learning at work for web-based internally developed courses. The MOA model has also been used as a scenario model (MOA-S). The basic model primarily focuses on the three different aspects work processes (from a management perspective), work situations (from the perspectives of the employees) and quality of services (or product) produced (from the perspective of the customers/clients or patients). The model has mainly been used in a process-oriented way, studying implementation and use at different stages of the development process. The aim of the paper is to describe the model and the main experiences from the use of the model. Some experiences from the use of the model are usefulness for many different fields of informatics and flexibility. The model combines simplicity and complexity in a flexible way. The focus on different perspectives of the model facilitates the design of technology, organisation (and education) leading to a “win-win”-scenario for the different interest groups, and also the evaluation of consequences for different interest groups.
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| 7. |
- Hedman, Jonas, et al.
(författare)
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Measuring ERP Systems Utilization
- 2009
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Ingår i: [Host publication title missing]. - 9781906638436 ; , s. 206-213
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Konferensbidrag (refereegranskat)
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| 8. |
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| 9. |
- Myreteg, Gunilla
(författare)
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Learning to understand what the ERP system is all about: A literature review.
- 2009
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Ingår i: The Proceedings of the 3rd European Conference on Information Management and Evaluation. - Reading, UK : Academic Publishing Limited. - 9781906638443 ; , s. 339-347
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Konferensbidrag (refereegranskat)abstract
- The purpose of an enterprise resource planning (ERP) system is to bring several benefits to the company by using a mutual database and real time data. Though, empirical studies show that several companies judge the ERP project as unsuccessful. Research has tried to explain why users are disappointed with the ERP system, but findings are scattered and inconsistent. There is need for further development of our knowledge on how ERP systems are viewed and used in companies. Organizational learning (OL) is a concept that has been used in research within the fields of organization theory and management. Still, only a few empirical studies have been conducted on OL in the context of ERP systems. To what extent and how do research conceptualize the ERP system as involved in the organizational learning process? The paper is a review of research on OL in the context of ERP systems: selection, implementation and use. Twelve articles were found in full text. The purpose is to compare and contrast approaches in order to analyze similarities and dissimilarities. The analysis shows that overall there is a lack of definitions and stringency in research on OL and ERP systems. The complexity of the ERP system and how that can be understood, how the artifact functions or interplays with the organization and the organizing process, is seldom discussed in greater detail. If learning in organizations, at least partially, depends on the use of enabling technologies, it would be a worthwhile effort to analyze more closely how, when and why an ERP system can be used in this respect. A major suggestion for future research is that it should be more explicitly engaged with the relationship between OL and the ERP system. Regarding the ERP system as a part of the organizational memory might be a fruitful way to go.
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