University of South Alabama 1

Impact and Effectiveness of End-User Developed Information Systems in a

Process Control Environment: A Case Study

Herbert E. Longenecker, Jr.W. Thomas Gaillard, Masters Graduate Student

Roy J. Daigle 

University of South AlabamaSchool of Computer and Information Science

University of South Alabama 2

Question?

Can end-users in a process-oriented environment develop effective information systems?

University of South Alabama 3

Goal of IS

Increase productivity through the application of Information Technology

University of South Alabama 4

The Setting A large papermill in Alabama The IS Department An End User Population responsible

for decisions Difficult economic times

University of South Alabama 5

The IS Department

A COBOL Shop ~ 15 members Most applications were accounting Little to no process support Great need for process support

University of South Alabama 6

Routine Engagements

User community began explorations Great excitement IS worked on what was identified Long time delays occurred User thinking evolved, IS thinking stalled Delivered systems were unexciting User community lost interest

University of South Alabama 7

Reality

IS had poor requirements definitions Lack of participation Lack of management

interest/assurance Huge cost over-runs No development standards Many outright failures

University of South Alabama 8

Plant Management Decision Purchase an End-user development

tool Characteristics

Million dollar expense Attached to 1000’s of sensors Use IT to support data acquisition Train End-users to develop

applications

University of South Alabama 9

DEUDS

It was a Development environment for End User Developed Systems

University of South Alabama 10

Results

Systems Were Developed (33) Systems transformed raw data to

meaningful information DEUDS directly supported management 3-5 users per system IS had minimal involvement, only

system management

University of South Alabama 11

Top Management Asked?

Has our investment been worthwhile? Are people satisfied? Are we more productive?

IS was asked to find the answers

University of South Alabama 12

Solution Approach

Form a Team All top mill managers Other cross functional members

Develop Measurement Tool Reject standard instruments, not ours Develop fair instrument thru

participation Develop equitable weights for factors

University of South Alabama 13

Variables

System Value Economic impact (6) Productivity (15) Satisfaction (11)

Key Measure Alignment (2) Time Saving (1) Dollar Savings (1)

University of South Alabama 14

Examples of Key Measures

Paper produced/day (tons) Pulp produced / day (tons) Machine Up Time Top Grade Yield Operating Income Maintenance $/Ton Operating Efficiency Overtime Fixed Cost / Ton Variable Cost / Ton Manufacturing $ / Ton Ash %

Dirt Fiber Length Brightness Variable Cost / Ton Fiber flow & inventory Moisture Basis Weight Temperature Surface Size Smoothness Freeness Waste

University of South Alabama 15

University of South Alabama 16

University of South Alabama 17

Savings

$2-5 million per year

14 FTE’s per year

University of South Alabama 18

Value Matrix Results

2 31

Small impact Great impact

Hi

Lo

System Value

Key Measure Alignment

University of South Alabama 19

DEUDS Effective Only 30% of users were developers Mill Managers felt involved Significant gains in productivity Economic impact: perhaps 4%

Good Investment

University of South Alabama 20

Why no “bad” Systems? Perhaps

Bad systems were abandoned early Users got what they really wanted User evolution facilitated

University of South Alabama 21

Top Management: Strong Support

Cool DEUDS

University of South Alabama 22

Thanks