DECISION MAKING SUPPORT THROUGH A KNOWLEDGE MANAGEMENT FRAMEWORK FOR COMPLEX IT SYSTEMS DEVELOPMENT PROJECTS IN THE KINGDOM OF SAUDI ARABIA

Recent research reveals a narrow, rational model of problem- solving and decision-making in complex IT systems development projects. This creates problems that are identified in the thesis. The aim of this study is to develop a novel decision-making framework to support the decision-making process of managers of complex IT systems development projects by focusing on knowledge management frameworks. The objectives for the research were determined through a critical review of the existing research on decision-making in IT projects, primarily to discover how project managers’ decision-making can be supported through project-specific knowledge management. A qualitative research approach was then designed to investigate the phenomenon in its context by conducting in-depth semi-structured interviews. This study used qualitative data, through expert participants’ observations and opinions on IT systems development, particularly by understanding project management issues. The expert participants expressed their experiences through in-depth interviews. The collected data was then analysed using the thematic analysis technique and the findings were used to develop the IT Systems Development Decision-Making Support Framework. The Framework was then validated through focus group interviews. The main contribution of this research is based on the application of knowledge creation and knowledge management theories to decision-making frameworks for IT systems projects through the IT Systems Development Decision-Making Support Framework. The Framework is expected to enable decision evaluation and project-specific knowledge generation and sharing in IT systems development projects. This is vital for the type of contextual knowledge required for project-specific knowledge creation and management. Since IT systems development projects tend to be unique and their development process is complex, it is contended that an effective novel approach for modelling the expert decision-making process and assessing the defined model through project-specific knowledge activities is essential. This approach should help to deal with high level of complexity that is normally found in IT systems development projects.