Critical factors for the customer web application (CWA)

Abstract

The objectives of this study is to analyze the critical factor that could drive the technology change successfully including how change readiness is helpful to reduce the detrimental effects on the work process change from manual to systematic. The research will also scope on the levels of acceptance from technical professional background employees toward transactional change regard to new system. The research methodology was applied by using structure interview together with conversational analysis to study the implementation process of Customer Web Application in utility industry. The result was found that effective communication is the one of main critical factor because of the hierarchical organization structure including individual professional background. Therefore, it leads to increasing of an opportunity to resist to any change that may occur. To identifying the critical factors to accept change will be a useful guideline for the organization and change team in order to drive the change to accomplishment together with an improvement of effective communication.