Conceptual Objectives for a Computer Software System

A primary source of the problem investigated through the conduct of this project was the outmoded computer software system on which the organizationÆs customer service function relies. This software system was designed at a stage within the development cycle of computer technology when only highly qualified, computer-literate personnel were expected to use such systems. As the user base of computerized database systems within organizations has expanded, personnel with marginal levels of computer-literacy have been placed into positions that require interaction with computer technology. Most of these new users are characterized by short attention spans and an inability or absence of desire to learn or cope with the command-line access procedures that characterized most software systems at the time the system in place at Nashville

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of a program designed to upgrade the IS system for the companyÆs customer service function; establish a protocol that will assure that software systems are evaluated on a prescribed schedule to preclude the development in the future of situations analogous to the existing situation in the Customer Service Division; and evaluate the IS systems in the other functional areas of the company. REFLECTIONS I think that what I learned from completing this project is related more to the issue of implementing change in an organization than it is to the specific issue addressed in the projectùthe development and implementation of a new information management system in the Customer Service Division of the Nashville Electric Service. While both the identification of the problems associated with information management in the Customer Service Division and the formulation of feasible strategies for improvement were obviously both important and relevant, the real issues appeared to me to boil down to (1) the development of a sound understanding of what the organization wanted to accomplish through the functioning of the Customer Service Division, (2) how people and technology interacted within the organization, and (3) how consensus support for
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Some common words found in the essay are:
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Approximate Word count = 1699
Approximate Pages = 7 (250 words per page)