Identify An Organization You Are Familiar With

Doc650identify An Organization You Are Familiar With Answer The Follo

Identify an organization you are familiar with and answer the following questions: Describe the number of IT systems used, specify at least two such systems, and explain the organizational elements responsible for each system, including the process or user representative. Use one of the IT theories to evaluate whether the IT system works, providing a detailed analysis. Discuss how these systems relate to the organization's culture, especially focus on the accountability structure and its implications. Include credible references to support your analysis.

Paper For Above instruction

In examining the organizational IT landscape of AT&T, it becomes evident that the company relies on a multitude of systems to support its vast telecommunications operations. While the precise number of IT systems is difficult to ascertain due to the scale and diversity of functions, some core systems are recognizable and pivotal. Two prominent IT systems include the AT&T Dashboard and the Automated Data Processing (ADP) system. The Dashboard serves as a real-time operational interface for front-line managers, offering insights into service delivery, customer interactions, and sales metrics. ADP functions primarily as the payroll and human resource management system, handling employee data, compensation, and benefits. Responsibility for these systems is distributed among organizational units: front-line managers act as technical leads and process owners for the Dashboard, ensuring day-to-day operational effectiveness. The Human Resources department, along with the AT&T IT Department, serve as secondary technical leads, providing strategic oversight, guidance, and support for ADP. Historically, AT&T’s organizational culture has emphasized front-line accountability, often placing the burden of system issues and operational performance on managers, with IT support acting as a secondary fallback. This structure aligns with Goodhue and Thompson's (1995) Task-Technology Fit theory, which suggests that the success of IT systems depends on their alignment with user needs and organizational processes. In AT&T, the Dashboard’s utility has been limited at times by insufficient user interface clarity and inadequate training, leading to frustrations among front-line managers who rely on it for daily decision-making. Employee feedback surveys have been implemented, aligned with Davis’s (1989) Technology Acceptance Model, to increase perceived usefulness and ease of use, but challenges persist. These issues exemplify how organizational culture affects IT adoption; a culture that overburdens front-line staff while providing limited IT support hampers system success. Employees faced difficulties when IT issues impeded their ability to deliver quality customer service or meet performance metrics, exacerbating frustration and reducing productivity. The contracted nature of IT support further compounds these frustrations, making timely resolution challenging. This scenario underscores the importance of a balanced approach to IT implementation—where strategic, technical, and user perspectives are harmonized—to enhance organizational effectiveness. Thus, AT&T’s case highlights how organizational culture, governance, and system design influence the success or failure of critical IT systems.

References

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