Information systems/information technology as a tool to achieve goal alignment in the context of the knowledge worker in the health care industry

Information Systems/Information Technology (IS/IT) is used as a tool throughout the business community. The aim of this study is to answer the Research Question “How can IS/IT be used as a tool to achieve goal alignment?”; To achieve this aim, the study deconstructs the research question into two components; a theoretical component and a practical component. From this, it is not only possible to identify issues from theory that pertain to goal alignment, but it is also possible to analyse how goal-aligned behaviour is actually observed. The theory under consideration is Agency Theory. This Theory is concerned with two parties; the principal and the agent. By analysing this theory, in the context of the Knowledge Worker in the Health Care Industry, it is found that the contract and monitoring aspects are of significance. Furthermore, evidence from the literature is drawn upon to show that a key role for IS/IT is to facilitate monitoring activities initiated by the principal.; The practical setting under observation is the Health Care Industry; specifically, the relationship between the Health Maintenance Organisation (HMO) and Primary Care Physician (PCP). Through the use of a multiple case research design, qualitative data are collected and analysed. Thematic analysis and data reduction techniques are utilised in the systematic analysis of this data. This led to the generation of several findings. These findings confirm that, while IS/IT can be used to facilitate the monitoring activity of the principal, it is necessary to take into consideration the dynamics of the micro environment. In addition, several unexpected and significant findings were discovered. These include the following: (1) When IS/IT is used to facilitate the monitoring activity of the principal, the principal collaborates with the agent to formulate the characteristics and criteria for the monitoring activity, (2) In the instance of many principals, the agent engages in self-monitoring with IS/IT being an enabler and (3) The contract is long-term and relational.; This study can be classified as Theory Building Research. The conclusions drawn help advance our understanding of how IS/IT can be used to achieve goal alignment. Furthermore, these findings extend our notion of Agency Theory when used in the context of IS/IT in the case of the Knowledge Worker, as well as enable us to gain a deeper understanding of issues in the Health Care Industry.