Expanding a change management framework for Iranian information services centers: Applying fuzzy MADM techniques

Abstract

Change is an inevitable, almost daily phenomenon in organizations. Several change models have been designed in different contexts to facilitate the planning and implementation of change. Information service centers operate within a rapidly growing environment of education and research. They have to be proactive in the face of change in order to realize their mission. Numerous factors challenge Iranian information service centers; these need to be addressed when managing change projects. The present paper posits a change management framework for Iranian information services centers in three steps. The first step consists of gauging criteria and actions for change management, and finding appropriate change management models. In the second step, by applying fuzzy MADM techniques (FSAW, FTOPSIS and FVIKOR), the most suitable change model was selected. Finally in the third step, the research framework was designed based on a qualitative approach and consensus method. A panel of experts in Management and Information Science contributed to the design and validation of the model. The model presented here recognized five main stages: reviewing the current status, analyzing and defining information services users, planning, implementing the change, and maintaining the change.