IT‐adaptation challenges in the process industry: an exploratory case study

Purpose – This paper seeks to identify and explore critical challenges for the process industry in information technology (IT) infrastructure integration and adaptation. Design/methodology/approach – An exploratory case study was conducted at a paper mill and their main IT‐vendor. Using a qualitative approach eight semi‐structured interviews were carried out with representatives from both organizations. Findings – The paper identifies four critical challenges in the integration and adaptation of IT‐infrastructure in the process industry: integration as an ongoing process; maintaining stability in the installed base; locking the right stuff in; and balancing user value, continuity of production and compatibility. Practical implications – Given the centrality of IT infrastructure in today's process industries, the importance of dealing with these challenges must be emphasized. The four challenges identified in this study are of such a complexity that they can only lend themselves to the evolutionary strategy. Such a strategy is in concert with the sensibility towards risk found in the paper industry. Originality/value – This paper contributes by building on and expanding IT‐infrastructure literature, as a result of exploring IT‐adaptation challenges in process industry organizations. The findings also provide managers with a valuable insight into recognizing and handling these challenges.