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10. Early Implementation Problems of an Integrated Information System 107In this case, the vision of an IIS does not have the full support of the physicians andother end users. It appears that there are various cultures at WMUHS that have difficultyseeing beyond their own world to understand the values of other cultures, therebymaking it difficult to develop a change management plan.What is less clear is who is responsible for developing a strategy that will allow thesedifferent cultures to envision a common goal and implement a plan for change.Arguably, Richard Solomon should not be responsible for such a task. Solomon’s roleis to serve the information technology (IT) mission of the organization, not to act asthe change leader for the entire organization.To begin the discussion, let us ask a few questions:1. What are the needs the system is intended to address?2. Who are the stakeholders?3. What are the needs of the stakeholders?These questions lead us to a discussion of the implementation troubles experiencedby WMUH. This discussion will focus on understanding the problems encountered byphysicians as well as administrators and will cite current management theory in supportof such a discussion. Finally, given the previous discussion of problems, we will offersuggestions to make the implementation of IIS at WMUH a success.Part I1. What Are the Needs the System is Intended to Address?In order to examine the information needs of WMUH, an outside consultant was hiredto assess their current situation and future needs. The consultant concluded that a systemwideinformation structure should be developed to centralize IT at the hospital. AsCIO Richard Solomon states, “There are so many disparate systems in this hospitalthat it is a wonder our departments are able to relay any information at all. IIS establishesa hospitalwide system that will facilitate departmental communication, improveinformation retrieval, and create greater efficiencies in our financial systems.”From the organizational point of view, there are several needs that the IIS systemwas intended to address:a. Bringing together disparate systemsb. Facilitating departmental communicationc. Improving information retrievald. Financial system efficiencye. Controlling costf. Maintaining and increasing quality patient care.2. Who Are the Stakeholders?The key stakeholders in this system are administrators, physicians, caregivers, IT developers,support staff, and patients. Each will rely on the outcome of the technologyimplementation, and each will be affected by the change.3. What Are the Needs of the Stakeholders?Each group has a different need and thus a unique cultural outlook. The IT developmentand support staff want an integrated system that is user-friendly, optimallyinterfaces with a central data repository, and exhibits improved network/application