ICT Enabled Organizational Transformation: A Socio-Technical Perspective

Abstract

This research attempted to understand the process of ICT enabled organizational transformation from a socio technical perspective in order to fill the research gap particularly in the context of developing countries. To explore various aspects relevant to transformation process four exploratory case studies have been conducted rigorously in public and private sector organizations in Pakistan. The transformation strategy and approach adopted by the top management of respective organizations at the outset of transformation initiative along with different measures taken so far to manage transformation endeavor have been explored through formal interviews of executives and staff members involved in organizational transformation process. Data triangulation technique was preferred for knowing and validating the facts gathered for further analysis. The findings of this research reflect that the top management that preferred sociotechnical approach in order to implement transformation has successfully managed the transformation process as compared to the organization that just adopted technical approach and resultantly failed to achieve its transformation objectives. Furthermore, it was also found that the proactive strategy of the top management regarding people, process and technological aspects appeared to be very fruitful in minimizing sociotechnical issues and challenges appeared during transformation process. Top management support and engagement, adoption of participative approach, collaboration and effective communication among stakeholders and team members resulted in transformation process to be smooth and eventually successful. xv The participation of stakeholders (HR , IT and business process owners ) and encouragement of top management to involve stakeholders in decision making contributed a lot in anticipating the complexity of issues and problems related to people, process and technology. Consequently, it helped the management in addressing and proactively managing issues and problems. The socio-technical issues faced by the management were also explored and explained along with remedial measures taken so far. The major aspects such as people, process and technology were found as potential means regarding initiating, planning, implementing and sustaining organizational transformation. Furthermore, the enabling role of change management, knowledge management, business process management and IT governance led the ICT enabled organizational transformation to be smooth and successful. The means and enablers identified may play an effective and significant role in achieving objectives of transformation initiative leading to its success. Moreover, this research also elucidated that how potential enablers significantly contributed to manage the issues and challenges of organizational transformation, surely a challenging task. The understanding developed and lessons learned from this study led to propose a conceptual framework for successful implementation of ICT enabled transformation in the organizations. The findings are major contribution towards understanding complexity of organizational transformation process. Furthermore, it provides guidelines to the organizations interested to be transformed for their survival in the current competitive world.