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The use of TSI in designing a system for a university IS user support service
Author(s) -
Warren Lorraine,
Adman Peter
Publication year - 1999
Publication title -
systems research and behavioral science
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.371
H-Index - 45
eISSN - 1099-1743
pISSN - 1092-7026
DOI - 10.1002/(sici)1099-1743(199907/08)16:4<351::aid-sres251>3.0.co;2-8
Subject(s) - service (business) , intervention (counseling) , service design , computer science , information system , knowledge management , service system , engineering management , management science , process management , operations research , service delivery framework , engineering , psychology , business , marketing , psychiatry , electrical engineering
This paper is based on the use of critical systems thinking (CST) to improve a UK university's information system (IS) user support service. The purpose of the intervention described in this paper was to increase the efficiency and effectiveness of the IS user support service by deriving a new design for the ‘front end’ of the service. More specifically, the use of total systems intervention (TSI) informed the choice of the ETHICS methodology to carry out the design itself. This paper is a methodological discourse, reflecting on the usefulness of CST in an IS management problem situation. Copyright © 1999 John Wiley & Sons, Ltd.