TitleA Frugal Support Structure for New Software Implementations in SMEs
Publication Type04. Conference Papers
Year of Publication2019
AuthorsAgarwal, N., Schymanietz M., & Fritzsche A.
Conference NameKonferenz Wirtschaftsinformatik (WI)
Conference LocationSiegen
KeywordsService Systems Engineering; SME; Software; ExTEND; Design Science Research
Abstract

During software implementations, budgetary and human resource constraints often make it difficult for small and medium sized enterprises (SMEs) to provide and maintain the required support. To overcome these constraints, this study describes a frugal support structure (FSS) to orchestrate available resources and to involve users as suppliers and co-creators of contextualized information. The FSS is conceptualized as a system that enables interaction and collaboration between the actors involved by using extant communication infrastructure wherever possible, systematizing and centralizing knowledge created and ensuring overall resource and time efficiency. Adopting a design science research process, development of the FSS combines a literature review and practical insights. Evaluating the challenges and benefits of FSS, the findings indicate that user involvement is necessary not only for contextualized and accessible support but to make support structures more frugal and sustainable in the long term.