NotesFAQContact Us
Search Tips
Back to results
ERIC Number: ED538415
Record Type: Non-Journal
Publication Date: 2012
Pages: 164
Abstractor: As Provided
ISBN: ISBN-978-1-2671-6705-7
Information Technology Process Improvement Decision-Making: An Exploratory Study from the Perspective of Process Owners and Process Managers
Lamp, Sandra A.
ProQuest LLC, D.B.A. Dissertation, Capella University
There is information available in the literature that discusses information technology (IT) governance and investment decision making from an executive-level perception, yet there is little information available that offers the perspective of process owners and process managers pertaining to their role in IT process improvement and investment decisionmaking. This qualitative multicase study with two settings explored the way decisions are made in two IT organizations regarding process improvement initiatives by using face-to-face semi-structured interviews with 20 IT process owners and process managers. The two participating organizations are a healthcare insurance company and a manufacturer of electronic interconnects. The current study sought to uncover (a) how IT process improvements are prioritized and how approvals are attained, (b) how senior leadership is involved in decision making, (c) how security and risk are considered, (d) if and how formal process improvement methodologies are used, (e) if and how estimated and actual cost benefit analysis are conducted associated with decisions, and (f) how alignment with organizational goals is attained. The significance of this study is that the broad topic of IT governance was narrowed to explore precisely the perspective of IT process owners and process managers, and their approaches and methodologies used with IT process improvement initiatives. This study found that pre-decision stages take place in IT investment decision making, and that process owners and process managers, participants other than senior leadership and executive level decision makers are involved in these pre-decision stages, and may be involved in the final decision stages. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
ProQuest LLC. 789 East Eisenhower Parkway, P.O. Box 1346, Ann Arbor, MI 48106. Tel: 800-521-0600; Web site:
Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A