Process improvement (PI) programs and information systems: A cross-case analysis of impact

While much research has examined the use of information technology within process improvement (PI) programs, there has been a paucity of research examining the impact of such programs on information systems (ISs). The purpose of this study is to investigate the impact of PI programs on ISs. The study involves case studies in four organizations that have implemented PI programs. The findings indicate that changes in ISs were not envisaged as being central to the PI programs. However, the implementation of the PI programs had a significant effect on the roles and responsibilities of those people impacted by the program. Information requirements changed as a consequence of these responsibility changes. ISs were found to make a significant contribution to meeting these new information requirements.