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Soft systems methodology in IT project management: Implementing CRM in SMEs

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSNConference contribution/Paperpeer-review

Published

Standard

Soft systems methodology in IT project management : Implementing CRM in SMEs. / Lockett, Nigel J.; Brown, David H.; Sissons, Amy.

Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006. Association for Information Systems, 2006. p. 3710-3720 (Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006; Vol. 6).

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSNConference contribution/Paperpeer-review

Harvard

Lockett, NJ, Brown, DH & Sissons, A 2006, Soft systems methodology in IT project management: Implementing CRM in SMEs. in Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006. Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006, vol. 6, Association for Information Systems, pp. 3710-3720, 12th Americas Conference on Information Systems, AMCIS 2006, Acapulco, Mexico, 4/08/06.

APA

Lockett, N. J., Brown, D. H., & Sissons, A. (2006). Soft systems methodology in IT project management: Implementing CRM in SMEs. In Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006 (pp. 3710-3720). (Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006; Vol. 6). Association for Information Systems.

Vancouver

Lockett NJ, Brown DH, Sissons A. Soft systems methodology in IT project management: Implementing CRM in SMEs. In Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006. Association for Information Systems. 2006. p. 3710-3720. (Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006).

Author

Lockett, Nigel J. ; Brown, David H. ; Sissons, Amy. / Soft systems methodology in IT project management : Implementing CRM in SMEs. Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006. Association for Information Systems, 2006. pp. 3710-3720 (Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006).

Bibtex

@inproceedings{74874e95f2fa4c2da9e3f4efff975e5d,
title = "Soft systems methodology in IT project management: Implementing CRM in SMEs",
abstract = "This paper reports on some of the outcomes from a two-year Knowledge Transfer Programme (KTP) which included the development of an implementation process for the installation of customer relationship management (CRM) applications in small to medium-sized enterprises (SMEs) in the UK mail order sector. Soft systems methodology (SSM) was used to help appreciate the organizational structures and processes of an independent software vendor (ISV) and to facilitate the development of a structured and formalized implementation process. Importantly this action research based project considered whether any elements of SSM could be incorporated into a new implementation process. The paper starts by introducing SSM and its relevance to managing organizational change before detailing the KTP Associate's experiences of using SSM to appreciate the situation of the ISV and developing a structured and formalized implementation process. The selection of appropriate elements of SSM for inclusion in the implementation process is discussed in the context of an initial CRM installation. The implementation methodology was subsequently modified and used for a second CRM installation before being adopted by the ISV.",
keywords = "CRM, Knowledge transfer, Project management, Software implementation, SSM",
author = "Lockett, {Nigel J.} and Brown, {David H.} and Amy Sissons",
year = "2006",
month = dec,
day = "1",
language = "English",
isbn = "9781604236262",
series = "Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006",
publisher = "Association for Information Systems",
pages = "3710--3720",
booktitle = "Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006",
note = "12th Americas Conference on Information Systems, AMCIS 2006 ; Conference date: 04-08-2006 Through 06-08-2006",

}

RIS

TY - GEN

T1 - Soft systems methodology in IT project management

T2 - 12th Americas Conference on Information Systems, AMCIS 2006

AU - Lockett, Nigel J.

AU - Brown, David H.

AU - Sissons, Amy

PY - 2006/12/1

Y1 - 2006/12/1

N2 - This paper reports on some of the outcomes from a two-year Knowledge Transfer Programme (KTP) which included the development of an implementation process for the installation of customer relationship management (CRM) applications in small to medium-sized enterprises (SMEs) in the UK mail order sector. Soft systems methodology (SSM) was used to help appreciate the organizational structures and processes of an independent software vendor (ISV) and to facilitate the development of a structured and formalized implementation process. Importantly this action research based project considered whether any elements of SSM could be incorporated into a new implementation process. The paper starts by introducing SSM and its relevance to managing organizational change before detailing the KTP Associate's experiences of using SSM to appreciate the situation of the ISV and developing a structured and formalized implementation process. The selection of appropriate elements of SSM for inclusion in the implementation process is discussed in the context of an initial CRM installation. The implementation methodology was subsequently modified and used for a second CRM installation before being adopted by the ISV.

AB - This paper reports on some of the outcomes from a two-year Knowledge Transfer Programme (KTP) which included the development of an implementation process for the installation of customer relationship management (CRM) applications in small to medium-sized enterprises (SMEs) in the UK mail order sector. Soft systems methodology (SSM) was used to help appreciate the organizational structures and processes of an independent software vendor (ISV) and to facilitate the development of a structured and formalized implementation process. Importantly this action research based project considered whether any elements of SSM could be incorporated into a new implementation process. The paper starts by introducing SSM and its relevance to managing organizational change before detailing the KTP Associate's experiences of using SSM to appreciate the situation of the ISV and developing a structured and formalized implementation process. The selection of appropriate elements of SSM for inclusion in the implementation process is discussed in the context of an initial CRM installation. The implementation methodology was subsequently modified and used for a second CRM installation before being adopted by the ISV.

KW - CRM

KW - Knowledge transfer

KW - Project management

KW - Software implementation

KW - SSM

M3 - Conference contribution/Paper

AN - SCOPUS:84870313568

SN - 9781604236262

T3 - Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006

SP - 3710

EP - 3720

BT - Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006

PB - Association for Information Systems

Y2 - 4 August 2006 through 6 August 2006

ER -