IDEAS home Printed from https://ideas.repec.org/a/spr/infosf/v5y2003i3d10.1023_a1025609613076.html
   My bibliography  Save this article

Complementary Investment in Change Management and IT Investment Payoff

Author

Listed:
  • Susan A. Sherer

    (Lehigh University)

  • Rajiv Kohli

    (University of Notre Dame)

  • Ayelet Baron

    (Worldwide Strategy and Planning, Worldwide Sales, Cisco Systems, Inc.)

Abstract

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.

Suggested Citation

  • Susan A. Sherer & Rajiv Kohli & Ayelet Baron, 2003. "Complementary Investment in Change Management and IT Investment Payoff," Information Systems Frontiers, Springer, vol. 5(3), pages 321-333, September.
    • Handle: RePEc:spr:infosf:v:5:y:2003:i:3:d:10.1023_a:1025609613076
    DOI: 10.1023/A:1025609613076
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1023/A:1025609613076
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1023/A:1025609613076?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Anitesh Barua & Charles H. Kriebel & Tridas Mukhopadhyay, 1995. "Information Technologies and Business Value: An Analytic and Empirical Investigation," Information Systems Research, INFORMS, vol. 6(1), pages 3-23, March.
    2. Sanjeev Dewan & Chung-ki Min, 1997. "The Substitution of Information Technology for Other Factors of Production: A Firm Level Analysis," Management Science, INFORMS, vol. 43(12), pages 1660-1675, December.
    3. Anitesh Barua & C. H. Sophie Lee & Andrew B. Whinston, 1996. "The Calculus of Reengineering," Information Systems Research, INFORMS, vol. 7(4), pages 409-428, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ali, Syaiful & Green, Peter & Robb, Alastair, 2015. "Information technology investment governance: What is it and does it matter?," International Journal of Accounting Information Systems, Elsevier, vol. 18(C), pages 1-25.
    2. Hwan-Joo Seo & Young Soo Lee & Jai-Joon Hur & Jin Ki Kim, 2012. "The impact of information and communication technology on skilled labor and organization types," Information Systems Frontiers, Springer, vol. 14(2), pages 445-455, April.
    3. Sunyoung Hlee & Jimin Lee & Daeseop Moon & Changsok Yoo, 0. "The acceptance of ‘intelligent trade shows’: Visitors’ evaluations of IS innovation," Information Systems Frontiers, Springer, vol. 0, pages 1-13.
    4. Sunyoung Hlee & Jimin Lee & Daeseop Moon & Changsok Yoo, 2017. "The acceptance of ‘intelligent trade shows’: Visitors’ evaluations of IS innovation," Information Systems Frontiers, Springer, vol. 19(4), pages 717-729, August.
    5. Yogesh K. Dwivedi & David Wastell & Sven Laumer & Helle Zinner Henriksen & Michael D. Myers & Deborah Bunker & Amany Elbanna & M. N. Ravishankar & Shirish C. Srivastava, 2015. "Research on information systems failures and successes: Status update and future directions," Information Systems Frontiers, Springer, vol. 17(1), pages 143-157, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prasanna Tambe & Lorin M. Hitt, 2014. "Measuring Information Technology Spillovers," Information Systems Research, INFORMS, vol. 25(1), pages 53-71, March.
    2. Rajiv Kohli & Sarv Devaraj, 2003. "Measuring Information Technology Payoff: A Meta-Analysis of Structural Variables in Firm-Level Empirical Research," Information Systems Research, INFORMS, vol. 14(2), pages 127-145, June.
    3. Mohamad, Amri & Zainuddin, Yuserrie & Alam, Nafis & Kendall, Graham, 2017. "Does decentralized decision making increase company performance through its Information Technology infrastructure investment?," International Journal of Accounting Information Systems, Elsevier, vol. 27(C), pages 1-15.
    4. Sinan Aral & Peter Weill, 2007. "IT Assets, Organizational Capabilities, and Firm Performance: How Resource Allocations and Organizational Differences Explain Performance Variation," Organization Science, INFORMS, vol. 18(5), pages 763-780, October.
    5. Hu, Qing & Quan, Jing “Jim”, 2005. "Evaluating the impact of IT investments on productivity: a causal analysis at industry level," International Journal of Information Management, Elsevier, vol. 25(1), pages 39-53.
    6. Walczuch, R.M. & Bielowski, A.G., 2002. "From measurement to management: the influence of IT on service operations," Research Memorandum 045, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    7. Prasad, Acklesh & Heales, Jon, 2010. "On IT and business value in developing countries: A complementarities-based approach," International Journal of Accounting Information Systems, Elsevier, vol. 11(4), pages 314-335.
    8. Xu, Xiaobo & Zhang, Weiyong & Li, Ling, 2016. "The impact of technology type and life cycle on IT productivity variance: A contingency theoretical perspective," International Journal of Information Management, Elsevier, vol. 36(6), pages 1193-1204.
    9. Walczuch Rita & Bielowski Alexander, 2002. "From Measurement to Management: the Influence of IT on Service Operations," Research Memorandum 073, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    10. Chou, Yen-Chun & Hao-Chun Chuang, Howard & Shao, Benjamin B.M., 2014. "The impacts of information technology on total factor productivity: A look at externalities and innovations," International Journal of Production Economics, Elsevier, vol. 158(C), pages 290-299.
    11. Neeraj Mittal & Barrie R. Nault, 2009. "Research Note ---Investments in Information Technology: Indirect Effects and Information Technology Intensity," Information Systems Research, INFORMS, vol. 20(1), pages 140-154, March.
    12. Stefan Schweikl & Robert Obermaier, 2020. "Lessons from three decades of IT productivity research: towards a better understanding of IT-induced productivity effects," Management Review Quarterly, Springer, vol. 70(4), pages 461-507, November.
    13. Kevin Zhu & Kenneth L. Kraemer, 2002. "e-Commerce Metrics for Net-Enhanced Organizations: Assessing the Value of e-Commerce to Firm Performance in the Manufacturing Sector," Information Systems Research, INFORMS, vol. 13(3), pages 275-295, September.
    14. Indranil Bardhan & Viswanathan Krishnan & Shu Lin, 2013. "Research Note ---Business Value of Information Technology: Testing the Interaction Effect of IT and R&D on Tobin's Q," Information Systems Research, INFORMS, vol. 24(4), pages 1147-1161, December.
    15. Radhakrishnan, Abirami & Zu, Xingxing & Grover, Varun, 2008. "A process-oriented perspective on differential business value creation by information technology: An empirical investigation," Omega, Elsevier, vol. 36(6), pages 1105-1125, December.
    16. Yao, Lee J. & Liu, Chunhui & Chan, Siew H., 2010. "The influence of firm specific context on realizing information technology business value in manufacturing industry," International Journal of Accounting Information Systems, Elsevier, vol. 11(4), pages 353-362.
    17. Peng, Jianping & Quan, Jing & Zhang, Guoying & Dubinsky, Alan J., 2016. "Mediation effect of business process and supply chain management capabilities on the impact of IT on firm performance: Evidence from Chinese firms," International Journal of Information Management, Elsevier, vol. 36(1), pages 89-96.
    18. Saggi Nevo & Michael Wade & Wade D. Cook, 2010. "An empirical study of IT as a factor of production: The case of Net-enabled IT assets," Information Systems Frontiers, Springer, vol. 12(3), pages 323-335, July.
    19. Sanjeev Dewan & Fei Ren, 2011. "Information Technology and Firm Boundaries: Impact on Firm Risk and Return Performance," Information Systems Research, INFORMS, vol. 22(2), pages 369-388, June.
    20. Sarv Devaraj & Rajiv Kohli, 2003. "Performance Impacts of Information Technology: Is Actual Usage the Missing Link?," Management Science, INFORMS, vol. 49(3), pages 273-289, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:infosf:v:5:y:2003:i:3:d:10.1023_a:1025609613076. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.