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11. Implementation of a Web-Based IR System at LHS 117ular, older employees with little computer experience have found the CIRS difficult touse. The system is not installed on the same computer workstations as other clinicalapplications, so there are separate workstations for it. Many employees complain thatthey are too few in number and that it is inconvenient to find one when needed. Inaddition, many employees complain that they see no end result from the IR processand doubt that incident reports have any real impact on the issues identified in thereports.In retrospect, Overhill has realized that the product selection and implementationplanning processes did not involve the end users of the system. In addition, she regretsnot having taken a proactive approach to soliciting user feedback once implementationstarted since she learned of user dissatisfaction only “through the grapevine,” longafter it began. What options does she have to address the less than ideal implementationof the CIRS?AnalysisOverhill’s Options1. Abort the CIRS project and return to paper-based incident reports.Pros: This would have the advantage of “cutting the losses,” minimizing the lossof tangible and intangible resources should the project be destined to fail. It alsomight temporarily improve the reputation of the quality management departmentwith clinical staff.Cons: This might be perceived as a personal failure of Overhill and affect herchances for professional development. The benefits derived from the CIRS wouldbe abandoned.2. Choose another CIRS.Pros: To the degree that some of the difficulties encountered might be specificto the CIRS application (the need for user support and cumbersome data entryprocedures), this might alleviate the problem. In addition, a “fresh start” mightprovide at least a temporary change in attitude among the employees.Cons: The employees and the administration might perceive this option as reflectingdisorganization on the part of Overhill and her department. Implementinganother CIRS does not fundamentally address the employees’ discomfortwith change and the employees’ perception of how management uses IR data.Implementing a different system might be met with the same outcome.3. Adopt an approach of “benign neglect,” continuing the implementation asscheduled without any new or modified tactics to ensure its success.Pros: This might be a politically expedient approach. If the employees adapt tothe system, Overhill will have achieved her goals without an additional expenditureof resources. If they do not, it is possible, given the size of the organization and thecommunication gaps between upper-level administrators and rank-and-file employees,that Overhill could still present it to her superiors as a success. Cut off from thelower-level employees, it is unlikely that senior management would ever becomeaware of the problems surrounding its implementation.Cons: If Overhill is truly motivated to contribute to the mission of her organization,this approach will likely be ethically problematic for her. In addition, she takeson the risk of encouraging employees to reduce IR efforts—leaving her with nosource of data from which to report.