whyweneedtodistinguishproblemsolving.docVIP

WHY WE NEED TO DISTINGUISH PROBLEM SOLVING TYPES IN INFORMATION SYSTEMS DESIGN Maria Stergiou and Leslie Johnson Computing Laboratory, University of Kent, Canterbury, Kent CT2 7NF {M.Stergiou, L.Johnson}@ukc.ac.uk Abstract This report aims to provide the basic vocabulary and illuminate the issues associated with the nature of problem types. The concepts presented come from the writings of R. Cyert and J. March and refer to the three types of problems that organisations face. Each type of problem will be illustrated along with its appropriate problem solving process. The impact of the types of problems to the design and development of Information Systems is discussed. The report provides a starter set of references and initial bibliography on the subject. Keywords: Well-structured problems, ill-structured problems, wicked problems, problem-solving, information systems design. 1 INTRODUCTION Despite some notable successes, information systems (IS) projects can, and still do, fail dramatically [1]. Projects that are delivered late, out of budget, failing to meet the specifications and disappointing their users have consistently appeared on regular computing literature. It is what some consider the Information Systems community paradox [2]: despite impressive advances in technology, problems are more abundant than solutions; organisations experience rising costs instead of cost reductions, and information systems misuse and rejection are more frequent than acceptance and use. The literature has extensive accounts of the possible reasons for IS failure. This paper will present another such reason: information systems developed as solutions to the wrong type of problem. In order to mobilise the thinking around this reason, the paper presents the following short case study as an example of the environment in which this kind of IS failure occurs. The case was first presented in the Harvard Business Review [3] and refers to Lenox Insurance Company and its informati