IT implementation through the lens of organizational learning: a case study of insuror

Abstract

Recent research suggests that it may be useful to explore IT implementation issues from the perspective of organizational learning. Based on the work of Robey et al. (1995), a model is proposed that conceptualizes IT implementation within the context of organizational learning. The proposed model is tested through a case study of a major insurance company where two previous IT systems for claims processing have failed and a third system is being implemented. A major issue that surfaced from the experiences with these systems is the central role of technical knowledge and know-how learning in IT implementation. Based on the findings from this revelatory case study, the proposed model is extended to incorporate a technological perspective of organizational learning.

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