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The Knowledge Systems Transfer Project: a Multiple Perspective Investigation Into the Integration of a New Technology Within a Business Unit

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The Knowledge Systems Transfer Project: a Multiple Perspective Investigation Into the Integration of a New Technology Within a Business Unit Portland State University PDXScholar Dissertations and Theses Dissertations and Theses 1990 The Knowledge Systems Transfer Project: A Multiple Perspective Investigation into the Integration of a New Technology within a Business Unit Steven Craig Tarr Portland State University Let us know how access to this document benefits ouy . Follow this and additional works at: http://pdxscholar.library.pdx.edu/open_access_etds Part of the Management Information Systems Commons, and the Technology and Innovation Commons Recommended Citation Tarr, Steven Craig, "The Knowledge Systems Transfer Project: A Multiple Perspective Investigation into the Integration of a New Technology within a Business Unit" (1990). Dissertations and Theses. Paper 1190. 10.15760/etd.1189 This Dissertation is brought to you for free and open access. It has been accepted for inclusion in Dissertations and Theses by an authorized administrator of PDXScholar. For more information, please contact [email protected]. THE KNOw' ,EDGE SYSTEMS rKANSFERPROJECI': A MULTIPLE PERSPECfIVE INVESTIGATION INTO TIIE INTEGRATION OF A NEW TECHNOLOGY WITHIN A BUSINESS UNlT by STEVEN CRAIG TARR A dissertation submitted in partial fulfillment of the requirements for the degree of DOCTOR OF PHILOSOPHY in SYSTE1\·1S SCIENCE Portland State University 1990 Copyright by Steven C. Tarr, 1990 All Rights Reserved TO THE OFFICE OF GRADUATE STIJDIES: The members of the Committee approve the dissertation of Steven Craig Tarr presented May 4, 1990. Harold A. Linstone, Chairman JohnOh R6y joch, Director, Systems Science Ph.D. Program c. William Savery, Vice Provost for G uate Studies and Research AN ABSTRACf OF TIlE DISSERTATION OF Steven Craig Tarr for the Doctor of Philosophy in Systems Science presented May 4, 1990. Title: The Knowledge Systems Transfer Project: A Multiple Perspective Investigation into the Integration of a New Technology within a Business Unit APPROVED BY MEMBERS OF THE DISSERTATION COMMl1TEE: Harold A. Linstone:thairman Johnol?" Many organizations have been attempting to build a conceptual framework for managing technology, with varying degrees of success. Most begin by consulting leading technology authorities, borrowing elements of their thinking, and adapting these elements to their organizational and personai situations. TI-..is dissert.ation extends this process by using the formal research methodology of multiple perspectives (technical, organizational, personal, and cross-cui.."lg) to build a case-based model of the technology integration 2 process. The research and the model construction benefits from a solid foundation established through a review of technology management and knowledge systems literature. The significant aspects of the l'esearch are tied to its objectives which can be divided into academic and industrial classifications: A~ademic Objectives: 1. Use multiple perspectives in real-time (for input to decisions as events unfold) 2. Focus on a multiple perspectives view of technology integration into an organization Industrial Objectives: 1. Improve project effectiveness by increasing understanding of the technology integration process 2. Establish a model for the integration of a new technology into an organization The development of the case-based model was the primary objective, with the other objectives providing the met.ltodology and subject-matter content to support model development. These four objectives are of interest to three parties: scholars who are interested in the theoretical and methodological aspects of technology integration and inquiring systems, technology developers in general who C&.li benefit from improved means to integrate technology and analyze success/failure, and technology developers in infonnation systems organizations who can obtain specific insight as well as utilize the general industrial results. From the multiple perspectives investigation, thirteen conciusions were reached about the process of integrating knowledge systems into an information systems organization. These conclusions are specific to the case study, but may have general applicability. 3 The multiple perspectives methodology is then presented as the foundation for a technology integration model, on which tbe technology usage phases of awareness, motivation, and functioning capabilit'j can be complete.d. The model is described and then illustrated with two knowledge systems development I)I()ject cases. With regards to the research objectives, it is concluded that: 1. The use of multiple perspectives in real-time are difficult and requires practice 2. Because technology integration is dependent upon technical, organization, and personal factors, the use of multiple perspectives are appropriate and useful. Eight of 13 conclusions were dependent upon the cross-cuing process 3. Multiple perspective analysis improved the understanding of the technology integration process. This understanding was sometimes helpful and sometimes harmful to the effectiveness of the integration process 4. The proposed technology integration model, using the awareness, motivation, and functioning capability phases, was developed and exercised. This model proved useful in limited application Finally, a method for organizing and navigating the perspectives, cross-cuing, and conclusions is presented and used. ACKNOWLEDGEMENTS So many people helped me with this research in so many ways. The years of courses and the years doing my research and writing were filled with people who helped me better understand the pursuit of knowledge and, most importantly for me, the application of that knowledge to the issues facing society. I give special recognition and gratitude to Professor Harold A. Linstone, whose book on multiple perspectives first attracted my attention years ago while browsing the stacks at the University of Washington Engineering Library. Dr. Linstone emphasized the importance of confronting the breadth of the issues affecting the use of technology. He taught me that it was insufficient to consider only the virtues of the technology, and more important, was to have a fonnal process for systematically analyzing the multiple perspectives. His teachings have changed my life forever. Each member of my dissertation committee gave freely of their time and energy throughout my research period. Drs. Roger L. Eldridge and Kish J. Shanna provided their academic experiences using multiple perspectives with their knowledge of public and private sector technology utilization. Both of these men generously assisted me in my research in spite of many geographical and logistical barriers. Professor George G. Lendaris devoted significant time and effort to teaching me many systems concepts and then ensuring that I clearly communicated the application of these concepts in this research. As aU S WEST Doctoral Fellow, I received time and money for this research. I thank the original Fellowship Review Committee ofOene Haugen, Dick Senseney, and Margaret Ernest for recognizing the value of my educational program and having the confidence in me to do this work. iv A number of people in industry also were very helpful to me: Tilak Dissanayake from Boeing (now Xerox), Jack Pepping from Allstate LJlsurance, Ed Mahler from DuPont, and Randy Davis from MIT. These people were part of an industrial consortium which was trying to determine how knowledge-based systems could be made an effective part of a company's competitive edge. We shared ideas and some of them ended up in this research. The members of the Knowledge System Transfer Project were remarkable individuals. Larry Scott, Rich Bauer, Bill Luce and Don Ford didn't know what they were getting themselves into, and they contributed immensely to this research as well as being great people to work with on a team. Any work of this size requires a significant amount of detail work to edit and fonnat the document Jennifer Miller did an excellent job proofreading the many drafts, and made sure that copies were bound and distributed to the right people and at the right time. I could not have finished on time without her help. I have saved my final words for my family. They endured over three years of my mental and physical absence. My wife, Lael, and children Emily and David, were always there to support me and keep my life in balance. They always came first Their love, encouragement, and devotion enabled me to finish this research. TABLE OF CONTENTS ACKN"OWIIDGEMENTS ....•.............•...•.•...........••...........••.•................. iii LIST OF FIGURES ....•.•....••..•...................•......................•.•................. ix CHAPTER I PURPOSE AND OBJECTIVES ................................ 00 •••••••••••• 1 Statement of the Problem .....................................•..•......•....... 2 Significance and Objectives of the Research ......•.......................... 5 Document Preview ............................•.•............................... 8 Sponsorship Statement .......................•................................. 11 II BACKGROUND AND CONTEXT .......................................... 13 Technology Transfer Before Divestiture.................•.................... 13 Technology Transfer After Divestiture ........................................ 14 Description of U S WEST .........•............................................ 15 A Brief History of the Knowledge Systems Transfer Project.............. 19 ill REVIEW OF SELECIED LITERA TORE ................................... 21 Computer-Based Knowledge Systems ........•.•.........•.................
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