Knowledge Acquisition in Information System Development: A Case Study of System Developers in an International Bank

摘要

Previous research into ISD has largely focused on the structure, benefits, and difficulties encountered between different approaches to system development. Only relatively recently has attention turned to the human aspects of systems development. This case study of an international bank has attempted to provide insight into the acquisition of knowledge by ISDs and its effect upon their use of structured system development methodologies. It adopts a concept of 'knowledge as action,' which declares that knowledge is both necessary to perform work and is generated through the performance of that work. Taking this position obviates the difficulties that are presented by attempting to identify or synthesize a universally acceptable definition of knowledge that does not result in epis-temological railroading. The study found that system developers quickly acquire knowledge of the benefits and limitations of system development approaches over consecutive phases of a larger project. The speed at which this acquisition of knowledge resulted in change in practice is much more rapid than the knowledge management literature generally infers. This knowledge enabled them to adopt, abandon, or adapt the methodology according to the scope and scale of the project. The developers' suggestions for further adaptation of the structured approach require changes to the management and administration of the project, but not to its fundamental composition. The effectiveness of less mature development teams must be considered when information systems are being developed. This study has implications for practicing ISDs and for organizations that are undertaking information system developments. System developers need to be aware of their own stage of maturity and that this may differ according to which formal methodology is being employed. Organizations need to be aware of the stages involved in the adoption and adaptation of development methodologies, in particular, the ramifications of changing or specifying methodologies that may subsequently influence the capacity for delivering system innovation. The observations also concur with much of the literature, finding that the development of information systems benefits from the adoption of a structured approach. The developers viewed it as valuable as an aid to communication, to improve consistency across projects, to clarify responsibilities, to facilitate decision-making, and to construct plans to ensure deadlines are met. This study was based on a single case study and therefore its results are not wholly generalizable. Methodological triangulation was employed to improve the reliability of the findings. The specific conditions under which the case organization was observed are unlikely to be replicated exactly in other organizations. However, the insights that it provides into the rapidity of knowledge acquisition of system developers should be of value to organizations, practitioners, and researchers. To further test these findings, research should be undertaken in different contexts, and through examination of multiple sites, to attempt to identify whether these findings are consistent only within the banking sector or are prevalent across different areas of commerce. The mainstream project management literature recognizes the wider context in which projects exist. Factors such as leadership and management style, effective leadership skills and gender, could be areas in which ISD theory could be advanced and practice could be improved. ISD is a knowledge-intensive activity. The choice of development methodology both shapes the experiences and subsequent knowledge and skills of developers and, in turn, is shaped by those developers' tendency to adopt and adapt the methodologies in the future. Future research should explore the relationship between developer experience and their adoption and adaptation of structured approaches. It should examine whether the decisions to adopt or adapt methodologies are most influenced by developer experience, organizational environment, or the nature of the project at hand.