Computerization and management: A study of conflict and change

This paper documents the conflict between information systems (IS) and business management concerning computerization and managerial decision-making, based on in-depth interviews with 150 IS and business managers from ten large corporations. Relations between IS and user departments in these firms were generally characterized by mutual lack of trust. Four underlying sources of conflict were identified: disagreement about control of computerization; differences in goals and time-frames of managers; lack of measurable benefit; and disagreement over the roles and responsibilities during systems development. In addition, the paper discusses those emerging trends that influence the IS-business relationship; the routinization and standardization of managerial work; changes to work content and skill requirements; and the erosion of managerial control and decision-making. Finally, the paper presents some prescriptions to derive maximum advantage from IS.