Implementing Document Management Systems in SMB Organizations: A Qualitative Exploratory Case Study

Implementing Document Management Systems in SMB Organizations: A Qualitative Exploratory Case Study

Author: 
Danny Troutman
Program of study: 
D.M./IST
Abstract: 
The purpose of this qualitative exploratory single case study was to identify the skills, knowledge, and experience necessary to successfully implement a document management system (DMS) in a small-medium business (SMB) environment. While there has been extensive research into the benefits of DMS, little information exists on the exact combination of skills, knowledge, and experience required to successfully establish a DMS. The case study used purposive sampling of 19 interviewees and an eight-member focus group from senior-level information technology (IT) staff in a U.S. Armed Forces doctrine-based strategic training, logistics, and agency support services organization based in Saudi Arabia. The three research questions addressed the (a) skills, (b) knowledge, and (c) experience necessary to successfully implement a DMS in a SMB organization. Demographic information, face-to-face interviews, and an open-dialog focus group session were used to collect data. The data summarized the interviewees’ and focus group’s assessment of the skills, knowledge, and experience crucial to implement a DMS in a SMB environment. NVivo 11© was used to analyze the transcribed interviews of the interviewees and focus group members, and the data revealed eight categories and two sub-categories that produced themes. The overarching themes were management, security, analysis, computers and electronics, production and processing, and administration and management. The findings may impact SMBs implement new technological innovations, retain and train their IT employees, project career path of IT employees, and a better understand the dynamics of senior management and how they affect technological innovation in the SMB environment.
Dedication: 
First and foremost, I dedicate this dissertation and degree to God for his mercy, grace, and glory. I was carried, pushed, and dragged, as I pursued this fantastic journey and by his hands I made it. Without the support, uplift, and patience of the entire Troutman and Heath families, the completion of this dissertation and degree would be only a figment of my imagination instead of reality. My greatest desire is that this study will bring awareness to SMBs worldwide and help guide information technology leaders as they tackle modern-day innovations with the right mix of skills, knowledge, and experienced personnel to make their organizations successful on a global scale. I dedicate this dissertation to my parents, the late Willie and Dallas Troutman, who instilled hard work, dedication, and a never quit attitude within their four children. I also dedicate this dissertation to my greatest supporter and fan, my sensational wife. Regardless of the circumstances, she believes I can move mountains, never letting me know she may be worried about the process of how I will do it. Finally, I dedicate this work to my ingenious children Danny C., Darius A., and Tahirah A., and gifted grand-children Jailyn M., Jaida Y., Christian P., and Ivy D. I promise you I am prouder to be your father and grandfather than you will ever be of me. To the many family and friends who have played a significant role in my life, thank you. I will always appreciate your love and support.
Acknowledgements: 
I would like to acknowledge my committee Chairperson, Dr. Julie Ballaro, who pushed me to go beyond standard limits while guiding me through my journey as we worked through the challenges of me working and living in Saudi Arabia and Iraq. I also acknowledge and am genuinely appreciative of my other two committee members, Julie A. Overbey, Ph.D. and Tiffany Hogan, Ph.D. Dr. Hogan joined the team in the final stages and provided insightful feedback and recommendations. Sincere thanks to Ms. Consuelo L. Conner; all of your contributions have been immeasurable. I am thankful for Ms. Alvira C. Labans, and Ms. Cassandra Jones who assisted me through the journey with administrative and technical support on the landline, computer, Internet, and other challenging technical issues I faced from remote overseas locations from start to finish. Regardless, of the time difference, you always assisted me. I am grateful for all the confidence and support provided by Mr. Christopher J. Bugdanavage and Mr. Anthony C. Amaker. They worked tirelessly beside me for years and believed in my abilities as a leader. I was reminded daily by them that even though our workday had ended, I must go on and push myself towards that doctoral degree. Thank you, God, I did not let them or myself down. I want to acknowledge Dr. Jessica Keys for making all of my management, information systems, and technology courses invigorating and intellectually stimulating. Special acknowledgment goes to Dr. Mirian Ferrer and my colleagues who I had the pleasure and privilege of meeting and having insightful conversations with before, during, and after classes. Working and at times struggling beside you and becoming friends with many of you was a real pleasure of the doctoral journey. I achieved more than I had expected from the Management, Information Systems, and Technology Doctoral Program. I learned more about myself and my will to never quit. Finally, I want to acknowledge and appreciate all those who participated in this study. Without your participation and support, there may have been no study. Therefore, I share this accomplishment with you. To God be the glory!