Business Commons^™

Facets Of Work: Enriching The Description, Analysis, Design, And Evaluation Of Systems In Organizations, Steven Alter

Business Analytics and Information Systems

This conceptual contribution introduces the idea of “facets of work” and explains how it can be applied to challenges in today’s IS discipline. The notion of facets of work emerged from earlier attempts to bring more knowledge and richer, more evocative ideas to SA&D. Focusing on facets of work during initial discussions of requirements could provide guidance without jumping prematurely to details, precision, and formal notation needed for producing testable software. The introduction explains the paper’s goal and organization. The next section defines facet of work, identifies underlying assumptions and criteria, and explains how 18 facets of work were identified. …

Beneficial Noncompliance And Detrimental Compliance: Expected Paths To Unintended Consequences, Steven Alter

Business Analytics and Information Systems

This paper explores the possibility that compliance and noncompliance to process specifications, software usage procedures, business rules, and best practices could be beneficial or detrimental. After introducing different types of compliance and noncompliance, it uses a simple 2 x 2 matrix to postulate four types of situations: beneficial compliance, detrimental compliance, beneficial noncompliance, and detrimental noncompliance. It provides examples that illustrate subcategories within all four possibilities, thereby bringing into question the common assumption that compliance is beneficial and noncompliance is detrimental. It presents a model that explains decisions related to intentions toward compliance and noncompliance. It concludes with implications for …

Work System Theory As A Platform: Response To A Research Perspective Article By Niederman And March, Steven Alter

Business Analytics and Information Systems

This article responds to “Taking the Work System Theory Forward” (Niederman and March, 2014), a JAIS research perspective article about an article on work system theory (Alter, 2013e). The research perspective article recognizes value in the work system approach, suggests that WST is not a proper theory, and suggests areas for related theory development.

After summarizing the main ideas in WST, this article explains disagreements between Niederman and March (2014) and Alter (2013e), hereafter called N&M and the WST article, regarding what WST is and what WST should become. It notes that N&M interprets basic ideas in WST differently than …

Potentially Valuable Overlaps Between Work System Theory, Demo, And Enterprise Engineering, Steven Alter

Business Analytics and Information Systems

This paper explores how work system theory (WST) and related core ideas in various versions of the work system method (WSM) overlap with enterprise engineering and with the DEMO methodology. Based on the definition of work system, an enterprise can be viewed as a set of interacting work systems. A work system can be summarized at various levels of detail. The simplest level is basically a verb phrase. The next level is a “work system snapshot.” More detailed descriptions are based on a work system metamodel.

This paper’s contribution is in two areas, 1) establishing links between WST/WSM and enterprise …

Knowledge-Supported Design Thinking About Systems In Organizations: An Application Of Work System Theory, Steven Alter

Business Analytics and Information Systems

This paper explains a type of knowledge-supported design thinking related to systems in organizations. It shows how work system theory (WST) provides the basis for the work system method (WSM), various versions of which have been used by many hundreds of MBA and Executive MBA students. Design thinking occurs throughout WSM and is especially prominent at the point where WST/WSM users apply their analysis and develop recommendations for improving an existing work system or creating a new work system. Knowledge support for that design thinking has been provided through the knowledge built into WSM, and can be provided in a …

Work System Perspective On Service, Service Systems, It Services, And Service Science, Steven Alter

Business Analytics and Information Systems

This document explains how a “work system” perspective on systems in organizations illuminates many service topics in an understandable and broadly applicable way. It contributes to ISSIP (International Society of Service Innovation Professionals) by providing frameworks and concepts that can be used in describing, evaluating, analyzing, designing, and improving services, service systems, and IT systems.

Disentangling Service: Using A Work System Perspective To Reconcile Different But Overlapping Portrayals Of Service And Service Systems, Steven Alter

Business Analytics and Information Systems

Discussion and debate about the meaning of service, service system, IT service, and related to terms has proven inconclusive and frustrating. This preliminary draft provides insights about the nature of the problem and tries to disentangle ideas and expectations related to three portrayals of service. In a nutshell, efforts to understand service as a unitary concept tend to go in circles due to overlapping references to different but overlapping portrayals and contexts. This paper identifies three separate but somewhat overlapping portrayals of service, services as acts, services as outcomes, and services as software entities. Then it introduces a work system …

Engineering Enterprises For Emergent Change, Steven Alter

Business Analytics and Information Systems

This paper uses work system theory (WST) and two of its extensions to provide an integrated perspective on engineering enterprises for emergent change. This paper starts by explaining six basic assumptions and distinctions related to emergent change. It introduces four frameworks or models related to WST including the work system framework, work system life cycle model, a theory of workarounds, and a work system metamodel. It shows how each framework or model can help in identifying different aspects of engineering for emergent change and also can be the basis of guidelines for that purpose. Overall, this paper provides a unique …

An "Interpretary" For The Is Discipline, A Compendium Of Interpretations Of Basic Is Concepts And Methods From Different Theoretical Perspectives, Steven Alter

Business Analytics and Information Systems

This article proposes the development of an "interpretary," a compendium of interpretations of IS concepts and methods from different theoretical perspectives. Such an interpretary would recognize the importance of different theoretical perspectives while also moving toward an organized body of knowledge for the IS discipline. An idealized interpretary can be viewed as a two-dimensional concept interpretation matrix whose cells contain interpretations of specific concepts from specific theoretical perspectives. The first column is a list of important IS concepts. The other columns represent specific theoretical perspectives. Each cell contains an interpretation of a particular concept from a particular perspective Thus, the …

From Resources And Activities To Value For Customers Within Systems Of Service Systems, Steven Alter

Business Analytics and Information Systems

This paper addresses important challenges related to the 2013 SIG-SVC workshop’s theme, “Delivering and Managing Services in Systems of Service Systems.” It provides an operational view of systems of service systems (SOSS) in the form of a new metamodel that significantly extends previous metamodels related to work systems and service systems. An operational view of this type is necessary for understanding and analyzing existing service systems and for designing improvements and new service systems.

The metamodel’s perspective on service and service systems agrees only partially with service dominant logic and other current ideas in service science. The paper starts by …

Using Work System Theory To Link Managerial And Technical Perspectives On Bpm, Steven Alter

Business Analytics and Information Systems

Work system theory (WST) provides a bridge between managerial and technical perspectives on BPM that often seem distant from each other. In combination, the work system framework, underlying work system metamodel, and the work system life cycle model provide a number of bridges between those perspectives. In relation to managerial BPM, the work system framework treats "business process" as one of nine elements in a basic understanding of a work system. The others are participants, information, technology, products/services, customers, environment, infrastructure, and strategies. The underlying metamodel outlines a precise structure for analysis and design of work systems and for links …

Work System Theory: Overview Of Core Concepts, Extensions, And Challenges For The Future, Steven Alter

Business Analytics and Information Systems

This paper presents a current, accessible, and overarching view of work system theory. WST is the core of an integrated body of theory that emerged from a long-term research project to develop a systems analysis and design method for business professionals called the work system method (WSM). After discussing WST’s basic premises and its two central frameworks, this paper summarizes the relationship between WST and WSM. It shows how experience with early versions of WSM led to three extensions of WST that addressed limitations-in-use in one of the central frameworks in WST. After comparisons with related theories, this paper closes …

Metamodel For Service Analysis And Design Based On An Operational View Of Service And Service Systems, Steven Alter

Business Analytics and Information Systems

This paper presents a metamodel that addresses service system analysis and design based on an operational view of service that traverses and integrates three essential layers, service activities, service systems, and value constellations. The metamodel's service-in-operation perspective and underlying premises diverge from a view of service systems as systems of economic exchange that has appeared a number of times in the journal Service Science.

In addition to the metamodel itself, this paper's contributions include an explanation of eight premises on which it is based plus clarifications concerning concepts such as service, service system, customer, product/service, co-production and co-creation of value, …

Using The Work System Method With Freshman Information System Students, Steven Alter

Business Analytics and Information Systems

To date, the use of the work system method in information systems curricula has demonstrated that postgraduate students can benefit from this approach when examining a business situation involving an information system. To contrast the experiences of post-graduate students with work experiences, in this paper we report on use of a simplified version of the Work System Method in a freshman Information Systems course and study how students without work or technical knowl-edge performed when analyzing IT-reliant work systems in business settings. We reflect on an introductory information systems course that included a work system analysis assignment, and we examine …

Making A Science Of Service Systems Practical: Seeking Usefulness And Understandability While Avoiding Unnecessary Assumptions And Restrictions, Steven Alter

Business Analytics and Information Systems

This book’s theme is “The Science of Service Systems,” yet there is substantial question about whether the definition and nature of service systems have been articulated adequately. This paper examines definitions of service and service system that could frame or otherwise influence future developments in service science and could have implications for what should and should not be included within service science. It argues that the initial development of service science should use straightforward definitions that are understandable, useful, broadly applicable, and teachable. It proposes a definition of service system that is different from the definition proposed in this book’s …

Reconciling The Social/Human And Technical/Material In Is Research Without Trying Too Hard, Steven Alter

Business Analytics and Information Systems

This contribution to the SIGPHIL workshop on reconciling the social and technical in IS research proposes a sociotechnical approach that addresses many issues related to the long-standing duality of the social/human versus the technical/material. It shows that a sociotechnical approach based on work system concepts 1) highlights and potentially bypasses extremely basic ontological stumbling blocks in IS research, 2) incorporates many of the topics and concerns of the original sociotechnical school, 3) illuminates issues related to the duality of the social/human versus the technical/material, and 4) addresses these topics using concepts and terminology that are much easier to understand than …

Defining Information Systems As Work Systems: Implications For The Is Field, Steven Alter

Business Analytics and Information Systems

The lack of an agreed upon definition of information system is one of many obstacles troubling the academic information systems discipline. After listing a number of definitions of IS, this paper defines information system as a special case of work system as defined in Alter (1999a). This definition has many desirable characteristics: It is easy to understand; differentiates IS from IT; covers totally manual, partially automated, and totally automated information systems; links to a life cycle model that generates many insights about development and implementation problems; provides a simple guideline that helps in interpreting common IS/IT jargon; and has other …

Service System Fundamentals: Work System, Value Chain, And Life Cycle, Steven Alter

Business Analytics and Information Systems

Service systems produce all services of significance and scope, yet the concept of service system is not well articulated in the service literature. This paper presents three interrelated frameworks as a first cut at the fundamentals of service systems. These frameworks identify basic building blocks and organize important attributes and change processes that apply across all service systems. Although relevant regardless of whether a service system uses IT, the frameworks are also potentially useful in visualizing the realities of moving toward automated service architectures. This paper uses two examples, one largely manual and one highly automated, to illustrate the potential …

Work Systems And It Artifacts: Does The Definition Matter?, Steven Alter

Business Analytics and Information Systems

Lurking just under the surface of longstanding debates about rigor versus relevance and about the core and scope of the IS field is the question of whether inadequate definitions of basic terms is an obstacle to progress. This article focuses on whether the definition of IT artifact or work system really matters. It identifies five definitions of IT artifact and IT-enabled work system, and then looks in detail at whether the definition of work system mattered in Jasperson, Carter, and Zmud’s [2005] article in MIS Quarterly about post-adoptive behaviors. It argues that their definition perhaps affected their conceptualization of post-adoptive …

Information System Risks And Risk Factors: Are They Mostly About Information Systems?, Susan A. Sherer, Steven Alter

Business Analytics and Information Systems

This article is the second of two whose goal is to advance the discussion of IS risk by addressing limitations of the current IS risk literature. The first article [Alter and Sherer, 2004] presented a general, but broadly adaptable model of system-related risk that addressed the limited usefulness of existing IS risk models for business managers. In this article, we focus on organizing risk factors to make them more useful and meaningful for business managers.

This article shows how the nine elements of the work system framework can be used to organize the hundreds of risk factors in the IS …

A General, But Readily Adaptable Model Of Information System Risk, Steven Alter, Susan A. Sherer

Business Analytics and Information Systems

This article is the first of two whose goal is to advance the discussion of IS risk by addressing limitations of the current IS risk literature. These limitations include:

• inconsistent or unclear definitions of risk,
• limited applicability of risk models,
• frequent omission of the temporal nature of risk, and
• lack of an easily communicated organizing framework for risk factors.

This article presents a general, but broadly adaptable model of system-related risk. The companion article, Volume 14, Article 2[Sherer and Alter, 2004] focuses on IS risk factors and how these factors can be organized.

This article starts by identifying criteria for …

The Is Core - Xi: Sorting Out Issues About The Core, Scope, And Identity Of The Is Field, Steven Alter

Business Analytics and Information Systems

Debates about the core and the scope of the IS field and about whether the core and scope are related to a crisis in the field have smoldered for many years. This article is a response to ten articles submitted by members of the CAIS Editorial Board who accepted an invitation to contribute to a debate about the core and scope of the IS field. Those articles were written as responses to Benbasat and Zmud’s [2003] article “The Identity Crisis Within the IS Discipline: Defining and Communicating the Discipline’s Core Properties” and my rebuttal [Alter 2003b] entitled “Sidestepping the IT …

Sidestepping The It Artifact, Scrapping The Is Silo, And Laying Claim To 'Systems In Organizations, Steven Alter

Business Analytics and Information Systems

The “IT artifact” and debates about the core of the IS field received a lot of attention in the last several years. This paper is a response to Benbasat and Zmud’s June 2003 MISQ paper “The Identity Crisis within the IS Discipline: Defining and Communicating the Discipline’s Core Properties,” which argues that “the IT artifact and its immediate nomological net”1 constitutes “a natural ensemble of entities, structures, and processes” that “serves to bind together the IS subdisciplines and to communicate the distinctive nature of the IS discipline.” This paper starts by examining the meaning of “IT artifact” and concluding that …

The Work System Method For Understanding Information Systems And Information System Research, Steven Alter

Business Analytics and Information Systems

The work system method is a broadly applicable set of ideas that use the concept of “work system” as the focal point for understanding, analyzing, and improving systems in organizations, whether or not IT is involved. The premises underlying this method may be controversial in the IS community because they imply that the traditional jargon and concerns of IS practitioners and researchers address only part of the issues that should be covered and may discourage focusing on other core issues related to successful projects and systems.

The work system method includes both a static view of a current (or proposed) …

Tdg Engineering: Do We Need Another Upgrade?, Steven Cox, Renee Dulfer, David Han, Ubaldo Ruiz, Steven Alter

Business Analytics and Information Systems

This case covers an important decision of a type that confronts many managers. Several years ago TDG Engineering upgraded its IT network infrastructure, and now experienced and trusted employees are recommending yet another upgrade. The question at hand is whether this upgrade is justified, and how long the new capabilities will last before another request for yet another upgrade. In addition to addressing issues about the importance of infrastructure and the justification of IT investments, this case provides an example that illustrates concepts related to system life cycles, the alignment between business strategy and IT strategy, and the uncertainties related …

Which Life Cycle -- Work System, Information System, Or Software?, Steven Alter

Business Analytics and Information Systems

This article presents the work system life cycle (WSLC) model, according to which a work system, an information system, or a software product passes through one or more iterations of four phases: initiation, development, implementation, and operation and maintenance. Although this descriptive model is both clear enough to understand readily and specific eno ugh to apply easily, it encompasses a variety of other models commonly used to describe information system life cycles, organizational change processes, projects, and the life cycles of software products. The explicit inclusion of both an operation and maintenance phase and iterations allows it to cover both …

Are The Fundamental Concepts Of Information Systems Mostly About Work Systems?, Steven Alter

Business Analytics and Information Systems

Audience comments about a debate at ICIS200 [Alter et al., 2001] related to ebusiness and the fundamental concepts of information systems noted that the debate was undercut by the lack of agreement about what are the fundamental concepts. As a follow-on to that debate, this article proposes a set of fundamental concepts for information systems. While there is no bullet-proof way to prove that a particular set of concepts captures what is truly fundamental within a diverse and rapidly evolving field, the attempt to identify these concepts challenges the reader to ask “If this isn’t the way to identify fundamental …

Same Words, Different Meanings: Are Basic Is/It Concepts Our Self-Imposed Tower Of Babel?, Steven Alter

Business Analytics and Information Systems

This article began as a response to an exchange of letters concerning the need for more vs. less user participation in IS projects. It grew into an exploration of whether and how ten 1999 CAIS articles use basic IS/IT terms with different meanings and connotations related to the different perspectives of their authors. The article characterizes differences between an IT perspective and a business perspective and categorizes the ten articles accordingly. It then presents numerous quotes from the articles to illustrate differences across the articles in terms of their use of eight basic concepts: system, user, stakeholder, IS project, implementation, …