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The implementation of the Spa Select System: Coming to grips with the cog in the machine

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  • Dhillon, Gurpreet
  • Caldeira, Mário

Abstract

This paper illustrates the tribulations of implementing a technology-based system to aid management of information at a Spa and a Salon. While the implementation may itself appear to be rather simplistic, a number of issues of concern emerge. These range from inadequate planning, inability to define organizational processes, and resistance to change due to poor management of user skills and interests. While the organization eventually achieved the investment objective it had set out for itself, the process of implementation was riddled with problems—disgruntled employees, unfair compensation plans and a general discontentment with the system. The paper contextualizes a range of issues related to information management and how a technological solution resulted in resistance to change and business process management challenges.

Suggested Citation

  • Dhillon, Gurpreet & Caldeira, Mário, 2010. "The implementation of the Spa Select System: Coming to grips with the cog in the machine," International Journal of Information Management, Elsevier, vol. 30(1), pages 38-46.
    • Handle: RePEc:eee:ininma:v:30:y:2010:i:1:p:38-46
    DOI: 10.1016/j.ijinfomgt.2009.03.003
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    References listed on IDEAS

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    1. Andrew M. Pettigrew, 1987. "Context And Action In The Transformation Of The Firm," Journal of Management Studies, Wiley Blackwell, vol. 24(6), pages 649-670, November.
    2. Dhillon, Gurpreet & Caldeira, Mário, 2008. "A bumpy road to success (or not): The case of Project Genesis at Nevada DMV," International Journal of Information Management, Elsevier, vol. 28(3), pages 222-228.
    3. James Y. L. Thong & Chee-Sing Yap & K. S. Raman, 1996. "Top Management Support, External Expertise and Information Systems Implementation in Small Businesses," Information Systems Research, INFORMS, vol. 7(2), pages 248-267, June.
    4. Pan, Gary & Hackney, Ray & Pan, Shan L., 2008. "Information Systems implementation failure: Insights from prism," International Journal of Information Management, Elsevier, vol. 28(4), pages 259-269.
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    Cited by:

    1. Trkman, Marina & Trkman, Peter, 2014. "Actors’ misaligned interests to explain the low impact of an information system – A case study," International Journal of Information Management, Elsevier, vol. 34(2), pages 296-307.

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