Information Systems Review (경영정보학연구)

The Korea Society of Management Information Systems (한국경영정보학회)
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Barriers Causing the Value Gap between Expected and Realized Value in IS Investment: SCM/ERP/CRM

정보시스템 투자 전후 가치 격차 유발 장애요인: 탐색적 사례연구

  • Cho, Nam-Jae (School of Business Administration, Hanyang University) ;
  • Park, Ki-Ho (School of Business Administration, Hanyang University)
  • Published : 2003.06.30
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Abstract

Many organizations experience that the value they gained from IT (information technology) investment is lower than they expected prior to the actual implementation of a system - the value gap between expected value and realized value from IT. Research on the barriers to the expectation and realization is of high importance both in practice and in IS research. This study analyzed such barriers observed in three companies that have adopted such IT systems as Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Customer Relationship Management (CRM) systems each. From analyses of the three companies we specifically identified eight types of barriers: barriers related to industry, organization, knowledge, resource, usage, competence, product, and safety. Common barriers among the three cases were classified into six types, e.g. lack of strategic mind-set, improper organizational structure, lack of human resource, etc. We expect that the results help managers in IS investment to minimize the valuation gap and maximize realized values.

효율적 경영활동과 경쟁우위 확보 및 고객관계 경영을 죄하고자 하는 기업들은 정보시스템 투자 비율을 확대하고 있다. 그러나 현실적으로 볼 때 투자를 위한 의사결정 단계에서 검토되었던 정보시스템의 기대가치와 실현가치 간에는 예상치 못했던 격차가 발생하는 경우가 빈번하다. 또한 최근 e비즈니스 전략을 적극적으로 추진중인 기업들은 SCM(Supply Chain Management), ERP(Enterprise Resource Planning), CRM(Customer Relation-ship Management) 시스템을 상호 연동하고자 하는 요구가 증대되고 있다. 그러나 기존 연구들의 경우 개별 정보시스템 단위의 성공 요인들에 대한 연구가 대부분이고, 이들 시스템 간의 연동이나 시스템 구축이후 발생하는 조직 내외적인 장애요인 관련 연구는 미미한 실정이다. 본 연구에서는 이들 시스템을 구축하여 운영중인 기업들을 선정하여 시스템별 그리고 시스템 간의 투자 전후가치격차 유발 요인을 규명하고자 하였다. 연구결과는 기업의 정보시스템 투자 의사결정시 반드시 사전에 고려하여야 할 가치격차 유발 요인들에 대한 통찰력을 제시할 수 있을 것이며, 관련 분야 연구의 실증적 접근을 위한 토대를 제시할 것이다.

Keywords

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