Systèmes d'Information et Management


This paper discusses a two year involvement in the process-based improvement processes of organisational and supporting information systems in a hospital emergency service. It introduces the problem situation and then the problem solving process with a discussion of its complexity and how the project process was collectively managed. It then discusses the recommendations made on organisational, physical structures, flows and information systems issues. The paper reports on the evaluation of the recommendations that have been applied and their effectiveness as perceived by those involved. In the context of the experience, the paper makes specific reflections on information systems issues.