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Title: | Local assimilation of an enterprise system: Situated learning by means of familiarity pockets |
Authors: | Yamauchi, Yutaka ![]() ![]() Swanson, E. Burton |
Author's alias: | 山内, 裕 |
Keywords: | Enterprise systems Customer relationship management (CRM) Technology assimilation Situated learning Work practices Organizational routines Familiarity pockets |
Issue Date: | Jul-2010 |
Publisher: | Elsevier Ltd |
Journal title: | Information and Organization |
Volume: | 20 |
Issue: | 3-4 |
Start page: | 187 |
End page: | 206 |
Abstract: | Once a new information system is introduced to the workplace, individuals confront it and struggle to make sense of it. Over time, it must be somehow learned and assimilated into everyday work practices. Enterprise systems, because they are complex and integrate work across functions and distance, pose special challenges to learning at the firm's periphery, where local users are distanced from both the centralized system and others elsewhere, and where a community of learning may be thin or lacking. The present study, using direct observations and interviews at a bank in which a new CRM system was introduced across small regional branch offices, explicates the local learning process. Findings suggest that in assimilating the system, bank representatives created familiarity pockets within which they routinely worked with it and outside of which they competently ignored it. Even within familiarity pockets, routine use of the system, while skilled, masked much that was not known by the bank reps. In short, in local assimilation of enterprise systems, knowing in practice may be constituted as much from what can be competently and routinely ignored by users, as from any deep knowledge of the system itself. |
Rights: | © 2010 Elsevier Ltd This is not the published version. Please cite only the published version. この論文は出版社版でありません。引用の際には出版社版をご確認ご利用ください。 |
URI: | http://hdl.handle.net/2433/131826 |
DOI(Published Version): | 10.1016/j.infoandorg.2010.09.002 |
Appears in Collections: | Journal Articles |

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