ABSTRACT
This chapter provides a case study of an implementation project that was carried out in the mid-1990s. It discusses the power of users, and especially the power of user resistance, to influence the success of implementing a new information system. The material for the case study came from interviews and observations made by the author during the implementation project, which lasted six months. The case study, described in detail to enable readers to get a full conception of the situation, is of the attempt to implement an information system to replace pen and paper recording of a work process in a factory making coatings for cables. The organisation studied was a designer and a manufacturer of cables that were supplied to the global telecommunications sector and industry. The new coating information system commenced with design and specification phases, where the prospective users also participated.
