Organizational Change
Information technology can promote various degrees of organizational change. The most common change is the automation or mechanization of routine tasks. However, IT can also be used for more sophisticated tasks, such as reengineering and redesigning business processes, whereby business and work processes are analyzed, simplified, and reconstructed. Processes have two important characteristics: they have defined business outcomes, and the outcomes have recipients (the customers). Customers can be internal or external to the organization. Processes can also occur across or between organizational units. Davenport and Short (1990) provide the following examples of processes: investigating and paying an insurance claim, writing ...
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