Case study of technological change process in software upgrades management: migrating from Windows-based to Web-based application

Abstract

Software upgrades is one type of technological change that happens very common in a workplace. Organizations often overlook the importance of effectively managing it, which could lead to employees’ resistance to change thus decrease in productivity. The purpose of this study was to discover how an organization and its software’s users cope with a technological change in software upgrades. Four research questions were used as guidelines to build this study. These questions helped the researcher to better understand the migration process and its problems from the users’ and the management’s point of view. The research method used for this study was a case study approach. Three data collection techniques for interpretive research used in this study were document analysis, participant-observation, and interview. Information was analyzed using data triangulation method to disclosed findings and results of the research. XYZ Inc. was the participating company for this study. It was going through a technological change in software upgrades, whereas one of the software it used changed from a windows-based to a web-based application. The researcher interviewed five participants who represented the users of the software and the management. The results of the study showed the users’ dissatisfaction of the web client’s performance and usability, the differences of opinion between users and management on the timing to roll out the web client within their organization, and identified the underlying problems for the management in rolling out the web client. In conclusion, the research offered some suggestions to the management, software users, and the software vendor to help XYZ Inc. effectively managing the migration. Furthermore, it offered suggestion for further study in the similar field.