Purpose – This exploratory case study research aims to apply a processual analysis to the implementation of a customer relationship management (CRM) system from a knowledge management perspective to a contemporary (1999‐2004) situation within a UK city council. The paper seeks to place a...

The major problems experienced in implementing IT systems in the public sector are reviewed. Detailed UK research, carried out in the Department of Social Security and the National Health Service, is then considered. Many projects sub‐optimise due to neglect of the human aspects of...

How have managers handled the industrial relations ramifications of information technology? There is a diversity of approaches within an overall framework of employee acceptance of the need for technological change. However, the introduction of ew technology is rarely handled strategically in...

Personnel specialists from both employers and unions should be given, or, if necessary, should seize influential roles in the planning and implementing stages of computerisation projects. The seven‐month “Pensions Strike” at the Department of Health and Social Security centre in Newcastle...

One of the major trip‐wires seen for the introduction of information technology into British industry was originally thought to be industrial relations, and in particular trade unions. However, if the potential of IT has not been realised, it owes more to constraints other than industrial...

In many organisations information systems are difficult to use and so underutilised that managers lose substantial productivity gains. Major problems stem from design processes based on an engineering paradigm; these are critically assessed. How to build the software interface through user...

The extent of the work‐station problem is reviewed and an attempt is made to separate myth from reality. The reported complaints are discussed and some likely causes are identified. It is argued that the problems are real and commonplace, but that they are preventable.

Assessment and evaluation issues can critically affect the success and failure of outsourcing strategies. As pressure mounts on organizations to put their information technology in the hands of third‐party management a Business Intelligence study suggests many need to overhaul their evaluation...