Sustaining process improvement and innovation in the information services function: Lessons learned at the Bose Corporation
成果类型：
Article
署名作者：
Harkness, WL; Kettinger, WJ; Segars, AH
署名单位：
University of South Carolina System; University of South Carolina Columbia; Clemson University
刊物名称：
MIS QUARTERLY
ISSN/ISSBN：
0276-7783
DOI：
10.2307/249661
发表日期：
1996
页码：
349-368
关键词：
摘要：
Orchestrating programs of organizational transformation that result in sustained process improvement represents a difficult managerial challenge. Yet, ever-changing customer requirements, electronic partnerships, and increasingly complex intraorganizational arrangements are forcing many well-established firms to transform themselves from function-based forms of organization into process-based systems of managerial, task, and evaluative arrangements. Through a program of managed transformation, the Information Services (IS) function at Bose Corporation has realized dramatic improvements in the delivery of information products/services and is now ''charting the course'' for a sustained process management view that will define and measure business relationships well into the next century. In contrast to many well-publicized programs of change, the drive toward sustained process improvement and innovation by Bose IS resembles an evolutionary model of organizational learning and information sharing rather than a revolutionary model of immediate and drastic transformation. This study describes the defining stages, key events, and obstacles of the road traveled by Bose IS in transforming itself from a corporate utility into an enterprise-wide source of process innovation and improvement.