The effects of technological and organizational innovations on business value in the context of a new product or service deployment

This research is a qualitative case study that examines transformative technical adaptations and organizational process changes in the context of a new product deployment in a large telecommunications corporation. The research advances the existing body of knowledge and understanding of how the interactions of technology and organizational changes contribute to the successful deployment of new product and service initiatives that generate business value. The study was conducted in a telecommunications corporation where the relationships of the business owner and IT organization stakeholder groups were undergoing rapid change, and whose end user technicians were using a new mobile technology and software applications to deliver services to customers. The product and service studied in this research is the deployment of a new fiber optic network and associated services to the homes of customers. The study resulted in a set of critical success factors that were perceived by the stakeholder groups as leading to the successful implementation of the Fiber Optic network services at the customer premises with the associated increase in business value metrics. The deployment of the technological advancement reduced calls for assistance from technicians by 50 percent during the first year that it was deployed. This research extends existing established technology innovation and organizational change models, most notably the Task-Technology Fit Model established by Goodhue and Thompson and the Bunker Framework.