Work System Theory Research Articles

A work system theory perspective on talent management and systems

AbstractDevelopments in the field of talent management have been noteworthy for some time now. The talent management systems (TMS), which were an offshoot of the emergent needs, represent an integrated set of analytical tools to create and manage talents. Following the narrative review technique, this paper discusses the academic literature on talent management and systems. The findings unveil the complexity of talent and talent management, the rise of talent analytics and their contributions to organizations. Growing interest in information systems in talent management was evident; however, research linking TMS to the organization and contexts was limited. To visualize this linkage, we adopt a systems perspective, leveraging the work system framework (WSF). Pivoted on the WSF, we identify several research opportunities in which TMS is positioned as the core of the investigations, which could serve as useful contributions to the related domains.

Using Work System Theory to Achieve a Collaborative Health Information System in Social Care Environments

This paper describes how work system theory (WST) was used to achieve the goal of creating an information system artifact that allows for both static and dynamic views of the work systems used in social care environments, in particular those of addiction peer support. In so doing, the internal environment, strategies, and infrastructure created the foundation upon which the Collaborative Health Information for Peer Support Specialists (CHIPSS) was implemented. Doing so was part of an organizational and state-sponsored strategy to streamline social care practices and enhance client care. Scenario-based requirements gathering was instrumental in ensuring that the work of the peer support specialist, rather than the information system, was the focus of the artifact. This study reports on the alignment of initial requirements to the final artifact. Results of a post-implementation survey suggest that the resulting requirements were well aligned with the initial requirements elucidated from the scenarios.

Occupational safety and health and temporary agency work in multiemployer restaurants.

Current occupational safety and health (OSH) literature calls for sociotechnical, system-level approaches that increase understanding of the underlying reasons for insufficient OSH performance in nonstandard employment that is associated with lower labour and social security protection when compared with traditional forms of work. This study focused on temporary agency work (TAW) which is a central form of nonstandard employment. The objective was to explore OSH issues in temporary agency work (TAW) in small and medium-sized multiemployer restaurants in Finland and discuss the issues from the perspectives of the agency worker, user company and agency. A directed content analysis method was used to examine the data obtained from semi-structured interviews (n = 20) with agency workers, restaurant managers and experts representing the temporary work agencies, a pension insurer, and a labour union. The balanced work system theory was used as a framework for this qualitative analysis. A variety of OSH risks and hazards in TAW were identified. In addition, the complexity of OSH management was highlighted in this triangular employment relationship between the agency worker, the user company, and the agency. This study reveals problems related to OSH in TAW. Restaurants are entities separate from agencies, so establishing and adhering to a common process of OSH management is not simple.

An Assessment of High-Performance Work System Theory towards Academic Development, Work Environment and Promotion in Higher Education: A Thailand and International Comparison

An Assessment of High-Performance Work System Theory towards Academic Development, Work Environment and Promotion in Higher Education: A Thailand and International Comparison

Features of Entertainment Digital Games for Learning and Developing Complex Problem-Solving Skills: A Protocol for a Systemic Review

Entertainment digital games (EDGs) can be used to promote real-world-relevant learning, even if they have not been specifically designed for educational purposes. This is especially true for EDGs that engage players in contexts that mimic real-world problem scenarios and support the development of knowledge and skills that can be transferred to out-of-game contexts. In these cases, gameplay learning can be a very effective means of promoting those cognitive capabilities that are central to addressing real-world challenges requiring complex problem-solving (CPS), but at the same time are particularly difficult to foster through formal educational environments and approaches. However, what features of EDGs can simultaneously promote player enjoyment and CPS processes, which specific CPS skills can be fostered, and by which mechanisms, are questions that remain largely unanswered in the current literature. This paper presents a protocol for a systematic review that aims to address this gap by examining relevant analysis and design frameworks for entertainment games. Selected frameworks will be reviewed by combining a game-centric and a player- centric perspective to identify structural elements of gameplay environments and tasks that may affect psychological processes relevant to the promotion of CPS capabilities. To this end, each framework will be subjected to a formal content analysis in which data will be extracted, coded, and analyzed based on the Work System Theory (WST) and the Cognitive Work Analysis (CWS) frameworks. The main outcome of the proposed systematic review will be a knowledge base that can help researchers, developers and practitioners to select the most appropriate methodological frameworks for the analysis and design of entertainment games capable of promoting CPS skills through gameplay learning. In addition, this protocol can also inform and guide further reviews of methods for analyzing and designing educational games.

Work Systems in the Indian Information Technology (IT) Industry Delivering Artificial Intelligence (AI) Solutions and the Challenges of Work from Home.

Our study is based on a workplace ethnography conducted between Jan-May 2020 in an AI research lab of an Indian service-based IT organization, whose operations shifted from co-located work to work from home (WFH) owing to the recent pandemic. The field notes of the ethnographer, working as a full-time intern in a running AI project within this lab, is the basis for the qualitative data for this study. We discuss the socio-technical aspects and the specific challenges of distributed team-working due to the WFH norms facing such emerging research units, which are rapidly diffusing across the IT industry in the offshoring context, particularly in India. We rely on work system theory as a map to bring out key findings from our ethnographic observations. The findings point to the importance of having workflows compatible with the specific work roles in such emerging work systems – particularly for the beginner roles in the AI space. Our study contributes to the IS literature by depicting the challenges of distributed teams in a relatively novel setting emerging in offshoring contexts like the Indian IT sector, and suggests implications for managers handling AI projects and tackling employee-focused Human Resource practices in such settings.

Medication quality and work practice

Supported by digital systems, closed loop medication management (CLMM) is considered an essential method to improve the quality of medication management in hospitals. This includes electronic ordering, verifying, preparing and administering medication. However, healthcare has so far seen very few fully working solutions of CLMM. We therefore pose the research question: What is the nature, challenges and consequences of CLMM in hospitals? We find that CLMM is highly resource demanding and implies a lot of engagement and workaround by health personnel. While some workaround are expected, we find that others may jeopardize patient safety. The paper contributes with an understanding and conceptualization of CLMM and proposes socio-technical strategies for using digital tools to increase the quality of the medication management process. Theoretically, we draw on the concept of information infrastructures, work practice perspectives and work system theory. Empirically, we present a study of the first hospital in Norway to have implemented CLMM.

A novel mechanism for business analytics value creation: improvement of knowledge-intensive business processes

PurposeThis paper focuses on the “how” of business analytics (BA) value creation, which remains an open research problem and a practical challenge. The main purpose of this paper is to propose a novel BA value creation mechanism that is BA-enabled improvement of Knowledge-intensive Business Processes (KIBPs), with experiential knowledge of decision makers as the key to a more sustainable BA-enabled competitive differentiation.Design/methodology/approachThis research uses a qualitative research case study, conducted in a large retail distribution company. The research insights were observed through a combined lens of work systems theory and the knowledge-based view (KBV) of the firm, using an interpretive approach.FindingsThe proposed theoretical model identifies three stages of KIBP improvement through BA and explains how they lead to a sustainable BA-enabled competitive differentiation. Stage 1 focusses on BA support for individual knowledge-intensive tasks, Stage 2 focusses on individual decision makers and their ability to gain KIBP-related analytical insights and turn them into action; and Stage 3 on sharing of the acquired experiential knowledge amongst decision makers using BA.Originality/valueIn addition to proposing a novel mechanism for BA value creation, this research demonstrates the importance of leveraging experiential knowledge of decision makers as a pathway to a more sustainable competitive differentiation through BA. This, in turn, creates new opportunities for knowledge management researchers to engage in BA-related research. It also opens a new approach for BA researchers to investigate BA value creation mechanisms through the lens of KBV, rather than more common resource-based or capability-based views.

What is E-Government? Introducing a Work System Framework for Understanding E-Government

In this paper, we present a comprehensive and distilled model that can help researchers to 1) enter the e-government field, 2) understand what the field mainly studies in a distilled way, and 3) reflect on further research in the field. Departing from Steven Alter’s (2013) work systems theory and particularly his work systems framework (WSF), we introduce a framework for understanding e-government work systems (i.e., the eGovWSF). We distil the basic core of e-government work systems through an interpretative and hermeneutic approach by building on previous research and theorizations made in information systems and e-government research. We unpack the eGovWSF into 12 main elements; discuss their role as internal, semi-external, and external to e-government work systems; and reflect on the connections between these elements. Thus, contributions include a conceptual discussion on e-government’s core subject matter, the framework’s applicability, and future research needs.

Safety and health challenges affecting the informal caregivers of children

ABSTRACT Informal caregiving of children with special needs is a complex entity with a mixture of different caregiving tasks performed on a regular basis. This study is focused on the perceptions of the safety and health challenges of the informal caregivers of children with special needs in Finland. An in-depth analysis was conducted on data collected from 25 qualitative interviews. The main safety and health challenges that emerged from the data analysis included issues with caregiving arrangements and related bureaucracy, anxiety because of the financial situation they are in, uncertainty on certain caregiving tasks and constant worry about the child’s health. The informal caregivers are tired, endure children’s aggressive behaviour and have physical discomfort and stress. Informal caregiving is discussed in the context of work system theory and recommendations for future studies are presented. The results indicated the need to understand better the challenges confronted in informal caregiving in order to develop practices, services and policies for the informal caregivers of children.

IT management and change at an energy firm: A teaching case on strategic alignment and business process management

This teaching case illustrates how important concepts and tools of information system management practice and literature are used in a young firm, challenged by strong growth and the need to integrate business processes and information technology systems. The case is typical of many smaller organizations that are substantially different from large firms. Among others, the firm does not have a dedicated information technology unit. As most of our information technology management knowledge stems from research in large companies, the teaching case demonstrates and combines many proven information technology management methods, and how they can be applied in smaller firms as well. Students will learn about strategic alignment, business process management, work system theory, business process management, and notation, and user resistance during information technology-induced change projects in small- and medium-sized organizations.

A Framework for Building Mature Business Intelligence and Analytics in Organizations

As activities are increasingly being digitalized in business and society, organizations have sought ways to effectively and competitively, use data. Business intelligence and analytics (BI&A) systems which support managerial decision-making continue to be developed and used. Given the importance of these systems, it would be useful to have a comprehensive and mature guide to support their development and improvement. This research proposes a BI&A Competitive Advantage Maturity Model to identify the main technical and non-technical dimensions of a system to support business intelligence and analysis. The model is based on work systems theory and related research. It maps descriptive characteristics of its main dimensions across analytic adoption stages of aspirational, experienced, and transformed. The development of the model employed a modified Delphi study technique, design science research, and citation analysis.

Systems Analysis and Design Toolkit Based on Work System Theory and Its Extensions

This article describes proposed content of an online toolkit for users of the work system modeling method (WSMM), an extension of the work system method (WSM), which was developed to help business professionals understand IT-reliant systems and collaborate with IT professionals. A summary of work system theory (WST) and WSM provides a background. A two-dimensional design space for modeling methods illustrates WSMM's context. Two limitations of WSMM imply the need for a toolkit that overcomes those limitations. An auto rental example is used to illustrate a series of modeling, analysis, and design modules related to different stakeholder purposes. Most of the modules reflect components of Word documents used as outlines to produce over 700 management briefings, mostly by MBA and Executive MBA students, between 2003 and 2017. A concluding section summarizes the main ideas, explains how the use of different modules based on the work system metaphor flexibly supports systems analysis and design, and identifies challenges for future research.

It is not my job: exploring the disconnect between corporate security policies and actual security practices in SMEs

PurposeThis paper aims to present empirical results exemplifying challenges related to information security faced by small and medium enterprises (SMEs). It uses guidelines based on work system theory (WST) to frame the results, thereby illustrating why the mere existence of corporate security policies or general security training often is insufficient for establishing and maintaining information security.Design/methodology/approachThis research was designed to produce a better appreciation and understanding of potential issues or gaps in security practices in SMEs. The research team interviewed 187 employees of 39 SMEs in the UK. All of those employees had access to sensitive information. Gathering information through interviews (instead of formal security documentation) made it possible to assess security practices from employees’ point of view.FindingsCorporate policies that highlight information security are often disconnected from actual work practices and routines and often do not receive high priority in everyday work practices. A vast majority of the interviewed employees are not involved in risk assessment or in the development of security practices. Security practices remain an illusory activity in their real-world contexts.Research limitations/implicationsThis paper focuses only on closed-ended questions related to the following topics: awareness of existing security policy; information security practices and management and information security involvement.Practical implicationsThe empirical findings show that corporate information security policies in SMEs often are insufficient for maintaining security unless those policies are integrated with visible and recognized work practices in work systems that use or produce sensitive information. The interpretation based on WST provides guidelines for enhancing information system security.Originality/valueBeyond merely reporting empirical results, this research uses WST to interpret the results in a way that has direct implications for practitioners and for researchers.

Business processes modelling and diagnosis

The computerization of relevant information in organizations is increasingly becoming a necessary reality in companies that want to be present in a market that is characterized by innovation, adaptability and where bigger amounts of information are increasingly available and accessible to everyone, the use of Social Collaboration tools in organizations become increasingly crucial to keep a business running (Brocke J, Maaß W, Buxmann P, et al. (2018) Future work and enterprise systems. Business & Information Systems Engineering 60(4): 357–366). In Alter(2013) Work system theory: overview of core concepts, extensions and challenges for the future. Journal of the Association for Information Systems 14(2): 72–121), work systems are described as systems ‘in which human participants and machines perform work (processes and activities) using information, technology and other resources to produce specific products/services for specific internal and external customers’. The computerization of processes is not, however, so complete because all the formal and informal relationships among employees, which underlie each organization and have a high impact on the correct definition of processes, are not correctly considered. In order to mitigate this problem, this article presents a proposal for representing, in computer systems, formal and informal relations between employees and the consequent integration in organizational processes in order to provide automatic diagnosis of highlighted processes.

Applying Socio-technical Thinking in the Competitive, Agile, Lean, Data-Driven World of Knowledge Work and Smart, Service-Oriented, Customer-Centric Value Creation Ecosystems

This article responds to a need for a socio-technical systems (STS) perspective that fits in a world that has changed greatly over the decades since the socio-technical movement began. This article identifies conditions and paradoxes that limit traditional STS approaches in current business practice. A newer work system perspective (WSP) combines aspects of work system theory (WST), WST extensions, and the work system method (WSM). This WSP frames socio-technical thinking in a straightforward way that helps in describing and discussing socio-technical systems. It also provides many ideas that can help in negotiating and designing improvements. After summarizing WSP and some of its possible applications to work systems, this article uses the various topics in its title to indicate how WSP-based socio-technical thinking might be more suitable for today’s world.

Design principles for establishing a multi-sided open innovationplatform: lessons learned from an action research study in the medical technologyindustry

Innovation in the medical technology (med tech) industry has a majorimpact on well-being in society. Open innovation has the potential to accelerate thedevelopment of new or improved healthcare solutions. Building on work system theory(WST), this paper explores how a multi-sided open innovation platform cansystematically be established in a German med tech industry cluster in situationswhere firms had no prior experience with this approach. We aim to uncover problemsthat may arise and identify opportunities for overcoming them. We performed anaction research study in which we implemented and evaluated a multi-sided web-basedopen innovation platform in four real-world innovation challenges. Analyzing thefour different challenges fostered a deeper understanding of the conceptual andorganizational aspects of establishing the multi-sided open innovation platform aspart of a larger work system. Reflecting on the findings, we developed five designprinciples that shall support the establishment of multi-sided open innovationplatforms in other contexts. Thus, this paper contributes to both theory andpractice.

The Role of Information and Communication Technology in Self-Management of Chronic Diseases: An Empirical Investigation through Value Sensitive Design

This paper primarily investigates sensitivity towards patients’ values in the designs of the information and communication technologies (ICTs) that are capable of empowering them. We focus on the role of ICTs in self-management (SM) of diabetes, a chronic disease. Chronic diseases, declared an invisible epidemic by the World Health Organization, cause and perpetuate poverty and impede the economic development of many countries. As a means of informing the design of ICTs that facilitate self-management, we draw on value sensitive design (VSD) to conduct an in-depth interpretive field study to reveal the values that are important to diabetic patients. Specifically, we reveal twelve values shared by these patients: accessibility, accountability, autonomy, compliance, dignity, empathy, feedback, hope, joy, privacy, sense-making, and trust. A conceptual model emerged from analyzing interviews with diabetic patients; this model explains how these values, which are integrated into ICT features, afford or constrain patients’ abilities to self-manage their activities. This study makes multiple theoretical contributions: By granting ICT artifacts a clear theoretical status, it advances the field of SM that has nominally covered ICTs; it extends design research by extending the VSD literature and by introducing a valuecentric design perspective to examine a complex sociotechnical system; and it broadens work system theory by applying it in the healthcare space. The study’s findings have implications for design science researchers, healthcare providers, and policymakers.

Knowledge sharing in a global logistics provider: An action research project

We report on an Action Research investigation into knowledge-sharing practices in Velox, a global logistics organisation and in particular its operations in Guangzhou, China. Our study is premised on Work Systems Theory and Punctuated Equilibrium Theory. Following a description of background and context, we describe two linked Action Research cycles, following the principles and criteria for Canonical Action Research. Our interventions were successful, with both managers and employees at Velox expressing satisfaction with the outcomes, which included radical changes to operational procedures. We discuss the implications and contributions for theory, practice and method.

Mobile Collaboration Support for Virtual Teams

Organizations increasingly depend on virtual teams in which geographically distributed individuals use sophisticated technology to interact and collaborate. With the advancement of mobile and wireless technology, mobile support for collaboration among virtual team members is becoming increasingly important and popular. In this research, we study the values of mobile support for virtual team members. Using the qualitative technique, Value-Focused Thinking approach, proposed by Keeney, we interviewed 30 subjects who were involved in information systems development teams and asked them the values of mobile support for virtual collaboration. This study uses Alter's Work Systems Theory as the conceptual foundation.