The Impact of User Involvement on Information System Projects Bradford R. Eichhorn, DBA and Oya Tukel, PhD submitted to PMJ

Research Focus and Motivation Information Technology Research Focus Information Systems Project Management Business Users

227 papers on many dimensions of User Involvement (UI) on IS projects Literature 227 papers on many dimensions of User Involvement (UI) on IS projects Various UI constructs with supportive, non-confirming and contradictory findings Diverse definitions of User Satisfaction Sample populations are often IS managers Lacking detailed models for an improved understanding of relationships and impacts

Research Questions What types of user activities have the greatest impact on each measure of user satisfaction? What influence do the various characteristics of a business user have on user activities?

MFUS Constructs Multiple Factor User Satisfaction Model

MFUS Hypotheses H1 Business users involved in IS projects positively impact the activities in which they participate. H2 The creation of Functional Requirements positively impacts the various measures of User Satisfaction. H3 The creation of Presentation Requirements positively impacts the various measures of User Satisfaction. H4 The performance of Quality Assurance activities positively impacts the various measures of User Satisfaction. H5 The execution of Project Management activities positively impacts the various measures of User Satisfaction.

MFUS Model

Data Analysis: Profile 54.9% Complex or very complex projects 52.4% < $500,000 66.5% for internal customers 63.3% from 36 to 55 years old 42.6% non-management 39.1% middle management 45.6% > 2,500 employees 24.4% two largest industries: manufacturing and healthcare / pharmaceutical

H1: Business users have a positive impact on project activities Relationships H1: Business users have a positive impact on project activities H2: The creation of Functional Requirements has a positive impact on User Satisfaction measures

Generally negative relationship Except for middle managers Relationships Generally negative relationship Except for middle managers When combined with Functional Requirements, find a positive relationship H3: The creation of Presentation Requirements has a positive impact on User Satisfaction

Relationships H4: Involvement on Quality Assurance activities has a positive impact on User Satisfaction H5: Involvement on Project Management activities has a positive impact on User Satisfaction

MFUS Contribution to the Field Research Community Extends recent meta-analyses More comprehensive model Multiple user satisfaction criteria Functional and presentation requirements should be separated Questions user involvement on all activities

MFUS Contribution to the Field Practitioners Supports user involvement in defining functional requirements Questions user involvement with presentation requirements, quality assurance and project management Middle managers may positively impact user satisfaction Findings are generalizable across industries, company size, project size and complexity