Cocriação de valor no desenvolvimento de um sistema de informação: um estudo de caso à luz da Teoria dos Stakeholders

Abstract

The objective of this research is to understand the performance of stakeholders in the process of value creation of an information system. The research design is the case study that Mesa Virtual software development, which is an important organizational application of electronic processes of the Integrated System of Patrimony, Administration and Contracts (SIPAC). This system was developed by the Federal University of Rio Grande do Norte and has a broad and complex base of stakeholders in 23 institutions and public organizations. Data collection was performed through 13 semi-structured interviews, with photoelicitation support, institutional documents and direct and indirect observations. Thematic analysis was used as method of qualitative data analysis of, based on the abductive reasoning. The use of Atlas.ti software v.8.4.2 provided support for the organization, codification and categorization of data and the construction of semantic networks, tables and figures. The research has quality criteria, such as coherence of the researcher, construction of the research corpus, detailed description of the investigation, involvement with the field and triangulation. As a result, it was found that the co-creation of value in the development of the Virtual Table module is a dynamic process, continuous and guided in interactions, which occur through a restricted institutional channel, such as the Electronic Process Committee, of open institutional channels, such as the Genesis Portal and the Call Opening, and informal channel, as WhatsApp. The restricted institutional and informal channels are more effective in meeting the demands and have greater speed. 17 stakeholders were identified, 15 internals and 2 externals. Stakeholders who have high knowledge, are more experienced, have high frequency of use and more clarity in communication tend to generate higher quality interactions and bring valuable ideas to the investigated SI. The roles identified with greater emphasis were the mediator, concept refiner and legitimator. It was also evidenced that knowledge and communication tools of the system are key resources in the co-ideation. Regarding saliency, the power was most emphasized, followed by legitimacy and urgency. The most powerful and/or highly interacting stakeholders are the institution's senior managers, those at the technical level (such as the Requirements Analyst), followed by tactical level managers and the Electronic Process Committee. These stakeholders have prioritized demands throughout the IS co-creation and were the most attended in their demands. It was found that the greater the impact, relevance, utility and lower cost-benefit, the greater the legitimacy of the request and the need to prioritize. Corroborating the theory, the category Criticity or gravity makes the requests more urgent. A theoretical contribution generated by the research is the development of a framework that allows to visually understand the process of IS co-creation as a whole. The results of this thesis have practical value in order to direct institutional actions, such as the identification of the main stakeholders, and to provide mechanisms to stimulate more experienced and more frequent users.