期望与现实：为什么企业软件系统没有按计划工作
Expectations and Reality: Why an enterprise software system didn't work as planned
摘要：
二十多年来，我们和其他研究小组发现，对工作环境的民族志和社会分析可以为系统分析和设计过程提供有用的见解。尽管如此，人种学和社会分析尚未被广泛纳入行业实践。一旦系统的使用或结果出现问题，从业人员往往会以临时的方式处理社会技术因素，通常是在实施后。针对这一点，我们已经开发了一个轻量级的定性方法，以提供见解，以改善有问题的系统部署。与典型的民族志和社会分析的工作活动，告知系统的分析和设计，我们认为，故意和结构性因素的分析，告知系统的部署和集成可以有一个较短的持续时间，但可以提供可操作的见解。我们评估我们的方法使用一个有问题的企业文档管理系统在一个跨国系统工程组织的案例研究。我们的发现具有学术和实践意义，因为我们的方法表明，结构-意图分析可以及时分析大规模系统部署。
英文摘要：
Over two decades, we and other research groups have found that ethnographic and social analyses of work settings can provide insights useful to the process of system analysis and design. Despite this, ethnographic and social analyses have not been widely assimilated into industry practice. Practitioners tend to address sociotechnical factors in an ad-hoc manner, often post-implementation, once system use or outcome has become problematic. In response to this, we have developed a lightweight qualitative approach to provide insights to ameliorate problematic system deployments. Unlike typical ethnographies and social analyses of work activity that inform systems analysis and design; we argue that analysis of intentional and structural factors to inform system deployment and integration can have a shorter time duration and yet can provide actionable insights. We evaluate our approach using a case study of a problematic enterprise document manage-ment system within a multinational systems engineering organization. Our find-ings are of academic and practical significance as our approach demonstrates that structural-intentional analysis scales to enable the timely analysis of large-scale system deployments.
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