Phase 3: User Interviews

6.3.1 Aims and Objectives

The third phase of data collection involved conducting interviews with selected members of the SCM Department. The initial analysis of the data collected through the survey conrmed the existence of both experiences of mist and informal information processing activities within SCM. In this phase of the in-vestigation the aim was to utilise interviews to gain an in-depth understanding of the users' sensemaking processes as inuenced by experiences of mist.

The structure of the interviews were inuenced by three aspects of the study. Firstly, Weick's theory of organisational sensemaking, as summarised

N Mean Std. Deviation End-user computing due to deficiency (EUC1) 45 3.33 1.243 Shadow Systems due to deficiency (SWS1) 45 2.71 1.141 Artefact Misuse due to deficiency (AMU1) 45 2.44 1.013 Access Profile due to deficiency (ACP1) 45 1.38 .984 End-user computing due to imposition (EUC2) 45 2.93 1.321 Shadow Systems due to imposition (SWS2) 45 2.27 1.095 Artefact Misuse due to imposition (AMU2) 45 1.58 .839

Verbal Signature (VSG) 45 2.51 1.199

Access Profile due to imposition (ACP2) 45 1.16 .638

Table 6.6: Descriptive statistics reinvention practices adopted in SCM.

in Chapter 4, provided an overarching framework for the interpretation of user attitudes and behaviour. Secondly, the ndings of studies where sensemaking or aspects thereof are investigated in information system contexts provided a more specic set theories applicable to Metro's user community. Finally, knowledge gained from the initial analyses of secondary data sources enabled the researcher to formulate interview questions.

The rst aim of each interview was to establish an understanding of the subject's frames relating to Metro's information system. This included, but was not limited to, the various categories of frames of technology as dened by Orlikowski and Gash.¹³ While it was obvious that users' understanding of Metro's information system would be incontrovertibly tied to their frames of the ERP artefact, the researcher was sensitive to the role of other categories of frames.

The second aim of each interview was to extract from subjects narrative accounts of their experiences of incongruence and how these were handled.

Based on the results of the survey the researcher expected that a single user would be able to provide several such accounts detailing various types of in-congruence experienced. Also, in accordance with the ndings of reviewed studies, the researcher expected that some coupling would exist between the subjects' frames and their responses to mist.

13Orlikowski and Gash (1994)

Metro's SCM Department consists of six main branches:

ˆ Demand Management oversees the management of the demands of line departments and the associated risks.

ˆ Tenders and Contracts (TAC) manages the processes related to the sourcing of service providers and the administration of contracts awarded to them.

ˆ Procurement provides services which enable the procurement of goods and services from vendors, including petty cash and emergency pur-chases.

ˆ Supplier Management manages the verication and maintenance of the Vendor Database through regular communication with the vendor com-munity.

ˆ Inventory and Stores Management manages Metro's inventory and stock through a series of functions including maintenance, disposal and general administration.

ˆ Support Services provides a variety of services to other SCM branches to ensure productivity and nancial control as well as the management of SCM's personnel.

Based on an analysis of the SCM work-ow diagrams the Procurement and TAC branches utilised the ERP most extensively and in the most critical areas of the P2P. Coupled herewith the SCM regulations applicable to these areas were particularly rigorous. Based on these ndings it was argued that incongruence would be experienced most frequently in these branches, both in the form of deciencies and impositions. Consequently, a decision was made to target users from these branches for interviews.

Following this decision the authority matrices of each branch were further analysed to identify the roles which would be most prone experiences of mist.

Based on the ndings of Chapter 3 focus fell on mid-level roles associated with task variation and reliance on personal judgement. A list of candidates was compiled and requests to participate in the interviews were e-mailed to 92 members of the SCM Department. Twenty-four users agreed to participate

Branch Role Number of Interviewees

Procurement Team Leader 3

Buyer 5

Assistant Buyer 5

Tenders and Contracts Practitioner 1

Professional Officer 1

Admin Officer 2

Clerk 3 1

Clerk 2 2

Support Staff 1

Supplier Management Clerk 3 2

Head 1

Table 6.7: Branches and roles of interviewees.

and interviews were scheduled with each. The branches and roles of the 24 interviewees are displayed in table 6.7.

To ensure that the interviews caused minimal disruption to Metro's work processes two principles were followed. Firstly, they were conducted within a board room on the premises of the SCM Department. Secondly, they were, with the exception of four interviews, no longer than 40 minutes each.

The interviews were semi-structured and followed the same general pattern.

At the start of each interview a short overview of the research project and the purpose of the interview was provided after which the interviewee was asked to give his/her consent to participate by signing a standard form in accordance with the ethical guidelines of the researcher's institution.

Following this introduction the interview involved eight primary questions:

1. Please give us a brief overview of your role and its associated tasks at Metro?

2. How do you use the ERP system during these tasks?

3. What is your general opinion of the ERP system?

4. Do you experience any problems or issues when working with the ERP system?

a) Could you describe one?

b) What do you do when this happens?

c) How did you learn to handle it this way?

d) Are there any problems which result from this way of doing things?

During the interviews the interviewer iterated through questions 4(a)-4(d) to allow the interviewee to discuss the various types of mist they experienced and how they responded to each. The interviewer, based on responses from the interviewee, asked more specic questions where required.

All the interviews were recorded using a digital Dictaphone and the re-searcher made eld notes after completing an interview to summarise the key aspects thereof.

6.3.2 Initial Analysis

To prepare for the fourth and nal phase of data collection the eld notes of the interviews were reviewed and a summary of the main themes was devel-oped. While the users' perspectives of the ERP system and its role in Metro provided the researcher with an understanding of how the system was socially constructed by its user community, this understanding had to be contextu-alised in Metro's broader information systems strategy, particularly develop-ers' eorts to promote ERP adoption. The user community raised a variety of views about the quality of service and support they were receiving from the developers and it was necessary to reconcile these with those of the developers themselves.