Inovações e resistência à mudança decorrentes do alinhamento entre tecnologia da informação e negócios: o caso de uma cooperativa médica e seus stakeholders

• Ano de defesa: 2007
• Autor(a) principal: Pinto , Gilmar José da Silva
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Positivo; Brasil; Pós-Graduação; Programa de Pós-Graduação em Administração; UP
• Palavras-chave em Português: Administração de empresas - Inovações tecnológicas; Desenvolvimento organizacional; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: https://repositorio.cruzeirodosul.edu.br/handle/123456789/2830

Strategic alignment of TI and the business has shown to be an excellent management tool in organizations of different industries, adding value to the business and allowing higher return on investments. The objective of this exploratory study is to analyze the implantation of an innovation resulting from the strategic alignment of IT and the business in a health management organization, checking the existence of resistance to change and the way the organization deals with it. In order to evaluate the level of alignment between IT strategy and business strategy, the author used some tools developed by other researchers, with special emphasis to Audy and Brodbeck (2003). After doing that, an innovation resulting from the strategic alignment was chosen and its stakeholders were identified. This innovation was the use of a biometry system to identify the health management organization's customers being treated by physiotherapy clinics. The author considers that such innovation results from the alignment of IT and the business because among the 13 alignment elements that were analyzed, eight were classified as high level elements, after company documents were reviewed and its executives interviewed. The concern with possible resistance to the implantation of the strategic innovation was evaluated by means of interviews with the physiotherapy clinics' managers, which were considered important stakeholders by the researcher. Observation of the biometry identification process of customers at the physiotherapy clinics also helped the researcher to develop a clearer picture of the situation. The major reasons for resistance that were depicted relate to the little time they had to prepare, from the announcement of the new system until when it started operating (two to four days, depending on the case), the system's long reaction time and help desk's response time (twenty four to forty eight hours, which was considered very slow by those that were interviewed). Considering that all such problems could have been avoided in case planning were more sophisticated, it became clear that, in spite of all effort that the health management organization performs in order to align its IT strategy to business needs, results may not be as expected, because little attention is paid to issues that generate resistance in the implantation of the proposed changes, which generate lack of satisfaction among stakeholders and reduce the chance of success for IT projects. Such finding is important because all alignment effort may be wasted due to failure in the implantation process of a project.