Abstract: The worldwide environment
in which strategic information technology (IT) initiatives are
deployed is changing. Increasingly, these IT investments are
intended to produce not only internal operating efficiencies and
cost savings but also external market outcomes. The linkage between
IT investments and business value is critical in the service sector
for industries, such as financial services, transportation, and
retailing, where IT is an integral part of the products and services
delivered to customers. Using case study research data from large
North American companies and recent theory as our guide, this
paper identifies ways in which information systems (IS) organizations
can become more innovative by using learning as the bridge between
working and innovation. To illustrate the findings, we present
data from a case study at Sun Life Assurance Company of Canada,
a large, multinational North American insurance company. Key words and phrases
:
organizational innovation
, organizational learning
, value management in
organizations
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