Ethics in the Design and Use of “Best Practice” Incorporated in Enterprise Information Systems
This paper deploys case study research to examine the ethical issues arising from the design and use of “best practice” incorporated in enterprise packaged software, specifically a Customer Relationship Management (CRM) system. CRM like other Enterprise Information Systems (EIS) e.g. Enterprise Resource Planning (ERP) are global phenomena, increasingly influencing the strategic direction of a diverse range of organisations. Whilst the research on EIS continues to grow in a number of specific areas, there have been relatively few studies to examine the ethical issues associated with the design and use of such Information Systems (IS). This research reflects on MacIntyre’s ideas in virtue ethics (MacIntyre A. After Virtue: A Study in Moral Theory (2/e). 1985: Duckworth, London), particularly his notion of “practice” to assess how such issues affect individuals in organisational life? For the purposes of scope we restrict our focus to the ethical issues arising from changes in task allocation and autonomy, and some of the associated issues in performance setting, monitoring and surveillance.
KeywordsInformation System Customer Relationship Management Task Allocation Enterprise Resource Planning Enterprise Resource Planning System
Unable to display preview. Download preview PDF.
- 1.MacIntyre, A., After Virtue: A Study in Moral Theory (2/e). 1985: Duckworth, London.Google Scholar
- 3.Newell, F., Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing. 2000: McGraw-Hill, New York.Google Scholar
- 4.Fosser, E., et al. Organisations and Vanilla Software: What Do We Know About ERP Systems and Competitive Advantage. in Proceedings of the 16th European Conference on Information Systems. Galway, Ireland, 2008.Google Scholar
- 8.Bull, C.M. Politics in Packaged Software Implementation. In Proceedings of the 11th European Conference on Information Systems (ECIS). Naples, Italy, 2003.Google Scholar
- 11.Adam, A.E. and C.M. Bull. Exploring MacIntyre’s Virtue Ethics in Relation to Information Systems. In Proceedings of the 16th European Conference on Information Systems (ECIS). Galway, Ireland, 2008.Google Scholar
- 12.Adam, A.E. and B. Light, Selling Packaged Software: An Ethical Analysis. In Proceedings of the European Conference on Information Systems. Turku, Finland, 2004.Google Scholar
- 16.Stake, R.E., Case Studies, in Handbook of Qualitative Research, N.K. Denzin and Y.S. Lincoln, Editors. 2000, Sage Publications, Thousand Oaks, CA, pp. 435–454.Google Scholar