BUILDING INFORMATION TECHNOLOGY CAPABILITIES: A CASE STUDY OF THE DEVELOPMENT OF AN INTEGRATED MANAGEMENT SYSTEM

摘要

Information Technology capabilities are organizational skills which enable the IT function deliver value to the various activities of the company. This paper aims to analyze how some important IT capabilities such as internal relationship and technical skills were built during the design, implementation and dissemination of an integrated management system in a Brazilian public University, between the years 2004 and 2009. It was developed a cognitive map based on SODA methodology, identifying those feedback loops relevant in this process. It was possible to understand the whole process through a map categorization, which showed: how the integrated systems were designed based on the top management vision; the process of scope stretching which led to the development of new modules based on users participation; its widespread adoption based on the institution credibility; the learning mechanisms performed by IT; and the organizational adjustments in the IT group which were necessary to maintain the development of technical capabilities and internal relationship. The analysis of this successful case can shed some light over the process of capabilities creation process.