A knowledge‐focused perspective on the diffusion and adoption of complex information technologies: the BPR example

Abstract. This paper presents a knowledge‐focused perspective for the development of a model to explain the diffusion and adoption of complex integrating technologies. Business process re‐engineering (BPR) is used as the example to illustrate the model. However, while BPR is used to illustrate our argument, the model that is developed is relevant to understanding the innovation processes surrounding any complex IT‐based innovation. It is argued that the strength of this diffusion model is that it focuses not on the spread of particular technological artifacts (whether it is BPR or any other IT‐based innovation), but on the spread of the ideas and knowledge underpinning the technology. In particular, the model draws attention to the ways in which technology suppliers commodify knowledge and present ‘packaged’ solutions. This creates problems for potential users who need to unpack this knowledge and integrate it with existing organizational knowledge. The diffusion and adoption of innovations is thus seen as a process of integrating knowledge across disparate communities. Such knowledge integration, however, is difficult. This can help to explain the apparent contradiction between the limited success rate of BPR and its widespread diffusion among western firms.