Information Centers: The IBM Model vs. Practice.

Author List: Carr, Houston H.;
MIS Quarterly, 1987, Volume 11, Issue 3, Page 325-338.
The information center concept originated in the mid-seventies as IBM attempted to respond to the growing backlog of requests for MIS service. IBM, like many firms, discovered that the DP/MIS organization was unable to respond to the large number of requests for new systems. As a partial solution, information centers were installed at IBM and other firms to support end-user computing--the environment in which users address information needs directly. This concept of support for end-user computing has been well accepted. This research studied the way 20 firms in the Dallas-Fort Worth, Texas area operationalized the concept, comparing their information centers with the IBM/Hammond model. This paper compares the findings of empirical research to the contentions made by Hammond in his IBM Systems Journal article of 1982 [11]. Agreement was found with only one-half of Hammond's propositions. The areas of disagreement are considered important.
Keywords: end-user computing.; Information center
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#248 0.307 computing end-user center support euc centers management provided users user services organizations end satisfaction applications article ibm step field policies
#292 0.142 information research literature systems framework review paper theoretical based potential future implications practice discussed current concept propositions findings provided extant
#159 0.097 systems information objectives organization organizational development variety needs need efforts technical organizations developing suggest given effective designing lack help recent
#108 0.079 model research data results study using theoretical influence findings theory support implications test collected tested based empirical empirically context paper
#38 0.074 editorial article systems journal information issue introduction research presents editors quarterly author mis isr editor new associate board senior review
#192 0.058 small business businesses firms external firm's growth size level expertise used high major environment lack resources companies internally factors internal