An evaluation of an innovative information technology - the case of Carrier EXPERT

Abstract Introducing a new and innovative information technology into an organization creates both management challenges and opportunities. This article recounts the experiences of the Carrier Corporation, a major air-conditioning manufacturer, in introducing expert systems technology into its operations. Both the technology and the first application developed using it expanded well beyond their intended scope — from a back-office-type automation to becoming a competitive tool for Carrier. The authors monitored the system's evolution over a four-year time period. Both internal and strategic impacts of the technology on the corporation are assessed using a multi-dimensional evaluation model proposed in the literature. Finally, management insights and the lessons learned from Carrier's experiences are presented.