경영정보학연구 (Information Systems Review)

  • 제6권2호
  • /
  • Pages.25-45
  • /
  • 2004
  • /
  • 2982-6551(pISSN)
  • /
  • 2982-6837(eISSN)
한국경영정보학회 (The Korea Society of Management Information Systems)
권호 표지

저항과 변화의 관리: IS 도입의 패러독스

Managing Resistance and Change: Paradox in IS Implementation

  • 발행 : 2004.12.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

정보시스템은 조직의 경영효율 향상을 위해 도입되고 있으나 현실적으로는 사용자 및 이해관계자들 사이에서 많은 저항이 발생하며 이를 극복하고 성공적인 도입을 위해서는 변화관리가 필수적이다. 본 연구에서는 문헌 조사와 전문가 포커스 그룹을 통하여 정보시스템 도입시 저항의 원인들을 두려움, 의심, 부담감, 이기심의 네 가지로 분류하고 이에 따른 변화관리 방안을 역시 문헌조사와 전문가 자문을 통하여 비전, 리더쉽, 커뮤니케이션, 교육훈련, 조직문화의 다섯 가지로 분류한 뒤, 이들 각 요소들간의 관계를 실증적으로 살펴보았다. 전문 컨설턴트들의 인식을 조사한 결과 비전과 리더쉽은 변화관리의 근간으로서 다른 변화관리활동 저변에 영향을 주는 것으로 나타났고, 두려움과 부담감에는 교육훈련, 의심에는 커뮤니케이션, 이기심에는 조직문화적인 방법이 효과적이라고 인식하는 것으로 나타났다.

As information systems are implemented in business organizations, users and other stakeholders are known to resist changes incurred by information systems being implemented. For successful implementation, it is critical to manage changes overcoming resistance. Through literature review and expert panel, this study derives four underlying dimensions of resistance (anxiety, suspicion, imposition and self-centeredness) and five categories of change management activities (vision, leadership, communications, education and training, and organizational culture). A Survey was designed to measure the relationship between these dimensions and activities, and administered among information systems consultants. It is found that activities related to vision and leadership is underpinning other change management activities. Anxiety and imposition can be mitigated by education and training while suspicion is to be overcome by communications and self-centeredness by activities related to cultural changes. Implications are discussed and further researches are suggested.

키워드

참고문헌

  1. 민남식, ‘기업문화개발과정에서의 저항과 변화 관리’, 산경논총, 1999
  2. 이경환 공저, ‘경영정보시스템’, 무역경영사, 1993, pp.428-430
  3. 이지훈, ‘조직변화에 따른 구성원의 저항원천 및 행태와 조직활성화에 관한 연구’, 경희대학교 박사학위논문, 1999
  4. 이학종, ‘조직개발론: 현대조직의 전략적 변신과 변화관리’, 법문사, 1999, pp.70-72
  5. 조태훈, ‘계획적 조직변화에 있어서 개입자와 고객간의 관계모형 에 관한 연구’, 인사관리연구, 1992
  6. 코터 J. P., ‘기업이 원하는 변화의 리더’, 김영사, 1999
  7. Barrier, M., ‘Managing Workers in Times of Change’, Nation's Business, Vol. 86, No. 5, May 1998
  8. Barrier, M., ‘Managing Workers in Times of Change’, Nation's Business, Vol. 86, No.5, May 1998
  9. Beckhard, R. and W. Pritchard, Changing the Essence: The Art of Creating and Leading Fundamental Change in Organizations, San Francisco, CA: Jossey-Bass, 1992
  10. Belgard, W. P., K. K. Fisher and S. R. Rayner, ‘Vision, Opportunity and Tenacity: Three Informal Processes that Influence Formal Transformation’, Jossey-Bass, 1988, pp.131-151
  11. Brod, C., ‘Managing Technostress: Optimizing the Use of Computer Technology’, Personnel Journal, Oct. 1982, pp.753-757
  12. Davenport, T. H., ‘Need Radical Innovation and Continuous Improvement?: Integrate Process Reengineering and TQM’, Planning Review, May-June 1993, pp.6-12
  13. Dirk, K. T. and L. L. Cummings, ‘Psychological Ownership in Organizations: Conditions under which Individuals Promote and Resist Change’, Research in Organizational Change and Development, Vol. 9, 1996, pp.1-23
  14. Duck, J. D., ‘Managing Change: The Art of Balancing’, Harvard Business Review, Nov-Dec, 1993
  15. Gilroy, F. D. and H. B. Desai, ‘Computer Anxiety: Sex, Race and Age’, International Journal of Man-Machine Studies, Vol. 25, 1986, pp.711-719
  16. Greiner, L. E., ‘Evolution and Revolution as Organizations Grow’, Harvard Business Review, Vol. 50, No.4, 1972, pp.37-46
  17. Gremillion, L. L., ‘Managing the Implementation of Standardized Computer Based System’, MIS Quarterly, Dec. 1980, pp.51-59
  18. Grover, V., S. R. Jeong, W. J. Kettinger and J. R. C. Teng, ‘The Implementation of Business Process Reengineering’, Journal of Management Information Systems, Vol. 12, No.1, Summer 1995, pp.109-114
  19. Henry, J. W., 'Resistance to Computer-Based Technology in the Workplace: Cause & Solution', Executive Development, Vol. 7, No.1, 1994, pp.20-23 https://doi.org/10.1108/09533239410052833
  20. Hirschheim, R. and M. Newman, ‘Information Systems and User Resistance: Theory and Practice’, The Computer Journal, Vol. 31, No.5, Oct. 1988, pp.398-408
  21. Howard, J. S. and R. D. Smith, ‘Computer Anxiety in Management: Myth or Reality’, Communications of the ACM, July 1986, pp.611-615
  22. Kettinger, K. J. and V. Grover, ‘Towards Theory of Business Process Change Management’, Journal of Management Information Systems, Special Edition, Vol. 12, No.1, 1995, pp.9-30
  23. Kotter, J. P. and J. Heskett, Corporate Culture and Performance, Free Press, 1991
  24. Kotter, J. P., 'Leading Change: Why Transformation Efforts Fail?', Harvard Business Review, March-April 1995
  25. Krovi, R., ‘Identifying the Causes of Resistance to IS Implementation: A Change Theory Perspective’, Information and Management, Vol. 25, No.6, 1993
  26. Lawrence, P., ‘How to Deal with Resistance to Change’, Harvard Business Review, Vol. 54, No.3, May-June 1954, pp.49-58
  27. Leavitt, H. J., ‘Applied Organizational Change in Industry, Technical and Humanistic Approaches’, Handbook of Organizations, Rand McNally & Co., 1965, pp.1144-1170
  28. Lewin, K., ‘Frontiers in Group Dynamics: Concept, Method and Reality in Social Science’, Human Relations, Vol. 1, No.1, 1947, pp.5-41
  29. Linker, J. K., D. B. Roitman and E. Roskies, ‘Changing Everything All at Once: Work Life and Technological Change’, Sloan Management Review, Summer 1987, pp.29-47
  30. Maher, P. M. and A. H. Rubenstein, ‘Factors Affecting Adoption of a Quantitative Method for R&D Project Selection’, Management Science, Vol. 21, No.2, 1974, pp.119-129
  31. Maish, A. M., ‘A User's Behavior toward his MIS’, MIS Quarterly, Vol. 3, No.1, Mar. 1979, pp.39-52
  32. Markus, M. L., ‘Power, Politics and MIS Implementation’, Communications of the ACM, Vol. 26, No.6, 1983, pp.430-444
  33. Marrow, A. J., ‘Behind the Executive Mask’, American Management Association, 1964
  34. Neumann, J. E., ‘Why. People don't Participate in Organizational Change?’, Research in Organizational Change and Development, 1988, pp.181-212
  35. Noori, H., Managing the Dynamics of New Technology, Prentice-Hall, New Jersey, 1990
  36. Plamping, D., ‘Change and Resistance to Change in the NHS’, British Medical Journal, Vol.316, No. 15, July 1998
  37. Roskies, E., J. K. Liker and D. B. Roitman, ‘Winners and Losers: Employee Perceptions of their Company's Technological Transformation’, Journal of Organizational Behavior, Vol. 9, 1988, pp.127-137
  38. Schlesinger, L. A. and R. J. Balger, ‘An Alternative to Buzzword Management: The Culture-Performance Link’, Personnel Journal, 1985, pp.40-50
  39. Short, L. E., ‘Planned Organizational’, MUJ, Business Journal, Autumn 1973, p.56
  40. Snyder, N. H., J. J. Dowd and D. M. Houghton, Vision, Value and Courage, Free Press, 1994
  41. Stoddard, D. and S. L. Jarvenppa, ‘Business Process Redesign: Tactics for Managing Radical Change’, Journal of Management Information Systems, Vol. 12, No.1, Summer 1995, pp.81-107
  42. Swanson, E. B., ‘Management Information System: Appreciation and Involvement’, Management Science, Vol. 21, No.2, 1974, pp.178-188
  43. Swanson, E. B., ‘Information Systems Innovation among Organization’, Management Science, Vol. 29, No.1, 1994, pp.28-45
  44. Turner, J., ‘Computer Mediated Work: The Interplay between Technology and Structured Jobs’, Communications of ACM, Vol.27, No. 12, 1984, pp.1210-1217
  45. Wolfe, R. A, ‘Organizational Innovation: Review, Critique and Suggested Research Directions’, Journal of Management Studies, Vol. 31, No.3, 1994, ppA05-431
  46. Yaverbaum, G., ‘Critical Factors in the User Environment: An Experimental Study of User, Organizations and Tasks’, MIS Quarterly, Vol. 12, No.1, 1988, pp.75-88
  47. Zand, D. E. and R. E. Sorenson, ‘Theory of Change and the Effective Use of Management Science’, Administrative Science Quarterly, Vol. 20, 1975, pp.532-545
  48. Zmud, R. W. and J. F. Cox, ‘The Implementation Process: A Change Approach’, MIS Quarterly, Vol. 3, No.2, 1979, pp.35-43