Issue resolution and scope clarification in web systems development : a qualitative study
- Publication Type:
- Thesis
- Issue Date:
- 2009
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In Web systems development, the business environment and business processes
underpin the identification of system needs, and these environment and processes are
also in tum fundamentally changed by the introduction and evolution of Web systems.
The web systems can be volatile as they comprise a complex set of inter-dependencies
with various business and system domain characteristics. Web systems fall into the
class of applications where the scope of the system under development cannot be
clearly defined in the early stages of project.
This thesis presents a qualitative study of Web systems development processes by first
conducting an investigation of these inter-dependencies and in particular the impacts
that a Web system can have on its environment. From the identification of these interdependencies
and their impacts, it was found that a key mechanism in supporting Web
systems development is the identification and subsequent resolution of "issues". An
issue is defined as a problem or a concern that Web developers face that can directly
impact on cost, schedule and scope. The resolution of these issues plays a crucial role in
supporting the clarification of system scope throughout development. This thesis further
describes a comprehensive investigation of issue resolution processes as well as
presents a taxonomy of issues and a novel issue resolution process model. This
phenomenon is explored by qualitatively analysing issue handling and resolution data
from industry practitioners.
Findings suggest that both tacit and explicit knowledge play an important role in
resolving issues and that the capturing and sharing of knowledge is a challenging task.
The research further investigates the role of knowledge and knowledge transformation
in issue resolution processes. The initial issue resolution process model was validated
by conducting in-depth interviews with industry practitioners that resulted in revising
the process model based on the state of the practice. The findings presented in this
thesis provide valuable empirical results about the challenges of the current practices in
Web systems development.
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