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What affected the use of the system?: Functionality and usability

The focus in phase I was on getting the data in so only basic reports were included on the grounds that the reports were useless without accurate data (00281). Unfortunately this meant that the system was of little benefit to the underwriters although they were expected to devote time to getting the data loaded and accurate (00562). Worse than this they were still satisfying requests for information manually (00688, 00935) a year after the system went live because the necessay reports were not part of the system (00553) and the development team did not know they were required (00553). The kind of ad hoc reporting facility in Q&A was not included in the initial design of the Multinational system (00061) but they planned to use a reporting tool, Q+E training up one or two people in each department how to use it (00512, 00922). Unfortunately there were delays in getting the Q+E tool effectively installed (00732, 00839).

Social influence:
Technical influence:
System characteristics: Functionality

Commentary
Social influence
Technical influence

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© Clare Tagg 2000