Information Systems Review (경영정보학연구)

The Korea Society of Management Information Systems (한국경영정보학회)
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Managing Resistance and Change: Paradox in IS Implementation

저항과 변화의 관리: IS 도입의 패러독스

  • Published : 2004.12.31
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Abstract

As information systems are implemented in business organizations, users and other stakeholders are known to resist changes incurred by information systems being implemented. For successful implementation, it is critical to manage changes overcoming resistance. Through literature review and expert panel, this study derives four underlying dimensions of resistance (anxiety, suspicion, imposition and self-centeredness) and five categories of change management activities (vision, leadership, communications, education and training, and organizational culture). A Survey was designed to measure the relationship between these dimensions and activities, and administered among information systems consultants. It is found that activities related to vision and leadership is underpinning other change management activities. Anxiety and imposition can be mitigated by education and training while suspicion is to be overcome by communications and self-centeredness by activities related to cultural changes. Implications are discussed and further researches are suggested.

정보시스템은 조직의 경영효율 향상을 위해 도입되고 있으나 현실적으로는 사용자 및 이해관계자들 사이에서 많은 저항이 발생하며 이를 극복하고 성공적인 도입을 위해서는 변화관리가 필수적이다. 본 연구에서는 문헌 조사와 전문가 포커스 그룹을 통하여 정보시스템 도입시 저항의 원인들을 두려움, 의심, 부담감, 이기심의 네 가지로 분류하고 이에 따른 변화관리 방안을 역시 문헌조사와 전문가 자문을 통하여 비전, 리더쉽, 커뮤니케이션, 교육훈련, 조직문화의 다섯 가지로 분류한 뒤, 이들 각 요소들간의 관계를 실증적으로 살펴보았다. 전문 컨설턴트들의 인식을 조사한 결과 비전과 리더쉽은 변화관리의 근간으로서 다른 변화관리활동 저변에 영향을 주는 것으로 나타났고, 두려움과 부담감에는 교육훈련, 의심에는 커뮤니케이션, 이기심에는 조직문화적인 방법이 효과적이라고 인식하는 것으로 나타났다.

Keywords

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