KEYNOTE ADDRESS 3KEYNOTE ADDRESS 3

““Good Research Good Research @@ Great ReturnGreat Return””Making a Difference to the Making a Difference to the

Management of Technology Management of Technology in Malaysiain Malaysia

Han Chun Han Chun KwongKwong

Professor of eProfessor of e--Business, Business, UniversitiUniversiti PutraPutra MalaysiaMalaysia

strategic intent towards strategic intent towards ““Professor of BioProfessor of Bio--BusinessBusiness””

senior professor = Senior Citizen = Being Criticalsenior professor = Senior Citizen = Being Critical

Honorary Professor, Honorary Professor, UniversitiUniversiti TunkuTunku Abdul Abdul RahmanRahman

President, Association of Asian Pacific OR SocietiesPresident, Association of Asian Pacific OR Societies

Founding President, Management Sciences @ MalaysiaFounding President, Management Sciences @ Malaysia

Founding President, Founding President, 19991999--20042004, Customer Relationship , Customer Relationship Management and Contact Centre Association of MalaysiaManagement and Contact Centre Association of Malaysia

Han Chun Han Chun KwongKwong

OutlineOutline

A World of KnowledgeA World of Knowledge--based, Innovation & based, Innovation & Dream Economies in Developing Countries Dream Economies in Developing Countries

Reflections on a World of Complexity : Reflections on a World of Complexity : Empirical Cases from Empirical Cases from

ANTANT--ComplexityComplexity--StructurationalStructurational LensLens

Making a Difference :Making a Difference :Best Practices Best Practices visvis--àà--visvis

Great Practices from Good ResearchGreat Practices from Good Research

KK--based Economy Master Plan 9 September 02based Economy Master Plan 9 September 02

Innovation EconomyInnovation Economy

Malaysia = going into InnovationMalaysia = going into Innovation--led Economy, led Economy, MarketMarket-- & Technology driven& Technology driven

ICTICT –– MSC MalaysiaMSC MalaysiaHealth CareHealth Care –– Local products Local products egeg TongkatTongkat AliAliBusiness & FinanceBusiness & Finance –– Venture CapitalVenture CapitalMaterials & Manufactured ProductsMaterials & Manufactured Products –– BiotechnologyBiotechnology

Return on Investment Return on Investment Return on InnovReturn on Innovationation

Dream EconomyDream Economy

PRACTICAL and FUNCTIONAL VALUE of things is eclipsed by PRACTICAL and FUNCTIONAL VALUE of things is eclipsed by their ability to serve as conduits for meaning; to stand as their ability to serve as conduits for meaning; to stand as representative signs or symbols for things of the imagination representative signs or symbols for things of the imagination = = ideas, hopes, aspirations and dreamsideas, hopes, aspirations and dreams..

Value of a pair of shoes Value of a pair of shoes = = comfort, fit or durability comfort, fit or durability

but rather in the names such as Nike, but rather in the names such as Nike, + + PRADAPRADA

and in the ability of those names to serve in consumer culture aand in the ability of those names to serve in consumer culture as s signs of wealth, exclusivity, athleticism, achievement, and so osigns of wealth, exclusivity, athleticism, achievement, and so on.n.

Complexity in World TodayComplexity in World Today

•• MBA and scientific training focus on the MBA and scientific training focus on the formal formal descriptiondescription rather than the real worldrather than the real world

•• The real world is complex The real world is complex MikuleckyMikulecky 20012001

““Managers Not MBAsManagers Not MBAs””MintzbergMintzberg 20042004

““From Higher Aims to Hired HandsFrom Higher Aims to Hired Hands……. . ……Unfulfilled Promise of Management as a ProfessionUnfulfilled Promise of Management as a Profession””

KhuranaKhurana 20072007

KK--ICT BlueprintICT Blueprint20012001--20072007

StructurationalStructurationalAnalysisAnalysis

STATE

K-ICT

THAT STATE,The State,

STRUCTURATION ~ Way of Seeing and Knowing STRUCTURATION ~ Way of Seeing and Knowing

LegitimationLegitimationSignificationSignification DominationDominationSTRUCTURESTRUCTURECONTEXTSCONTEXTS

InterpretativeInterpretativeSchemes Schemes ResourcesResources NormsNormsModalityModality

CommunicationCommunicationACTIONACTIONPROCESSESPROCESSES PowerPower SanctionSanction

MalaysiaMalaysia’’ssMultimedia Super Corridor Multimedia Super Corridor

19971997--20072007

Complexity AnalysisComplexity Analysis

Multimedia Super Corridor ~ Multimedia Super Corridor ~ ““A Gift to the WorldA Gift to the World””

MDeC will continue to be a cost centre with strategic intent on socio-economics and digital divide, development of local industry, and attracting foreign investments

Complexity Theory - Essential Features

Large numbers of elementsLarge numbers of elementsLocal InteractionsLocal InteractionsEmergence Emergence –– global from localglobal from localFeedbackFeedbackSelfSelf--organizationorganization

Key idea Key idea –– often overoften over--hypedhypedImportance of the environmentImportance of the environment

Often overlookedOften overlooked

Complexity Theory

Complex Systems Large number of independent relatively dumb

elements interact according to a small set of rules

Self-organizing – order emergesLocal rules, local interactions – global order

emergesDefinition by Example

Ant Colonies – clear tunnels with no idea of how to clear a tunnel

Neighborhoods – create a structure with no central planning

MSC Decision Making from Complexity AnalysisMSC Decision Making from Complexity Analysis

Based on their backgrounds, practices and culture, Based on their backgrounds, practices and culture, MSC decision makers assumed, during MSC MSC decision makers assumed, during MSC inception,inception,

Change initiatives should start from the top Change initiatives should start from the top

Certainty and predictable stages of developmentCertainty and predictable stages of development

Implicit belief on national developmentImplicit belief on national development

Applying Complexity Advantage Applying Complexity Advantage to the MSC Malaysiato the MSC Malaysia

BIMPBIMP--EAGA EAGA Knowledge CentreKnowledge Centre

ANT AnalysisANT Analysis

ANT Analytics ANT Analytics

BIMPBIMP--EAGA EAGA CaseCase

PublicThe Unemployed

ICTPlayers

Ministryof

K+ICT

KnowledgeCentre

Social Context

Technological Context

Human actors

Non-human actors

StrategicAlignment

ACTOR

NETWROK

A World of Difference A World of Difference Developing and Developed Countries Developing and Developed Countries

Approaches & Ideas in the West are entirely different from the Approaches & Ideas in the West are entirely different from the EastEast

But we use the textbooks of the West for our MBA But we use the textbooks of the West for our MBA

Henry Henry MintzbergMintzberg 2004 2004 ““Managers Not MBAsManagers Not MBAs”” are of are of GREATER RELEVANCE to Developing CountriesGREATER RELEVANCE to Developing Countries

A Hard Look = Successful Execution in Developing A Hard Look = Successful Execution in Developing Countries does not need an MBACountries does not need an MBA

Customer Centricity is simply a jargon and catch Customer Centricity is simply a jargon and catch phrase learnt from MBA; indeedphrase learnt from MBA; indeed

SuperSuper--Normal Profit is the Strategic Intent, Normal Profit is the Strategic Intent, Unwritten Rule, Unwritten Rule, ““Higher AimHigher Aim””

StructurationStructurationComplexityComplexity

Actor NetworkActor NetworkLens Lens

& & Being CriticalBeing Critical

Wisdom is a Sophisticated Model Wisdom is a Sophisticated Model

…… at best hollow replicas of the real Silicon Valley, mere realat best hollow replicas of the real Silicon Valley, mere real--estate estate developmentsdevelopments…….high.high--technologytechnology--related sweatshopsrelated sweatshops…….where cheap .where cheap labourlabour does simple programming or call processing for does simple programming or call processing for foreignersforeigners…….but there.but there’’s no sign that any Asian country is s no sign that any Asian country is rethinkingrethinking……

AN ANCIENT WISDOM : Newsweek, Dec 02AN ANCIENT WISDOM : Newsweek, Dec 02--Feb03 Special Edition on Issues 2003Feb03 Special Edition on Issues 2003

Such a simplistic and superficial analysis fails to consider theSuch a simplistic and superficial analysis fails to consider the reflexive reflexive monitoring of policies and their implications done by skilful monitoring of policies and their implications done by skilful actantsactants and and players as they constantly rethink, reinvent and recreate their players as they constantly rethink, reinvent and recreate their strategies and strategies and projects. projects.

More sophisticated methodologies are needed to More sophisticated methodologies are needed to generate better insightsgenerate better insights

Wisdom comes by illumination from using a Wisdom comes by illumination from using a sophisticated modelsophisticated model

A Prescription for Practice A Prescription for Practice

...I reproduce below a piece of written prescription for policy ...I reproduce below a piece of written prescription for policy makers makers from a practicing from a practicing technopreneurtechnopreneur::

““So, Malaysian policy makers, take heed. Efforts of leapfrogging So, Malaysian policy makers, take heed. Efforts of leapfrogging to to a ka k--based economy does not involve tinkering with only a few parts based economy does not involve tinkering with only a few parts of the national development system, derived from a shortof the national development system, derived from a short--sighted sighted emulation of American technological hubs and funding systems. emulation of American technological hubs and funding systems.

…………Therefore, the players must consist of people who are Therefore, the players must consist of people who are collaborative in nature and unafraid to conduct frank, open collaborative in nature and unafraid to conduct frank, open dialogues, debates and analysis, dialogues, debates and analysis, …….. Turf wars and personal .. Turf wars and personal agendas should be eliminated and observance of the Asian conceptagendas should be eliminated and observance of the Asian conceptof face be reduced, lest we lose our heads in the process.of face be reduced, lest we lose our heads in the process.””

This prescription has been based on presumptions of a world wherThis prescription has been based on presumptions of a world where e diverse interpretive schemes, asymmetrical relations of powediverse interpretive schemes, asymmetrical relations of power, r, divergent values, actor networks, uncertainty, contradictiodivergent values, actor networks, uncertainty, contradictions and ns and

conflicts in human relations are conflicts in human relations are nonnon--significantsignificant. .

Where is the Government Expertise ?Where is the Government Expertise ?The Edge Malaysia, 15 January 2007, pp. 68, 72The Edge Malaysia, 15 January 2007, pp. 68, 72

TunTun Dr Dr MahathirMahathir MohamedMohamed’’s recent disclosure:s recent disclosure:““The Cabinet is not made up of expertsThe Cabinet is not made up of experts……Cabinet merely passes on the Cabinet merely passes on the basis of principle. They do not really study the implications ofbasis of principle. They do not really study the implications of some some passages in the agreementpassages in the agreement…… and usually the small print is not thereand usually the small print is not there…”…”

Civil Service to make definitive, fair and unbiased Civil Service to make definitive, fair and unbiased decisions on implementation.decisions on implementation.Government expertise should not be Government expertise should not be

““systematically systematically marginalisedmarginalised””..

Suggestion : Expert Committees, disclosure of decision Suggestion : Expert Committees, disclosure of decision rules and intended agreements, public scrutiny for rules and intended agreements, public scrutiny for transparencytransparency……so that serious mistakes of the past will not be repeated (The Eso that serious mistakes of the past will not be repeated (The Edgedge’’s view)s view)

Han : Han : DISAGREES DISAGREES to to ““stupiditystupidity””, , ““lack of expertiselack of expertise””, , ““stupid ministersstupid ministers””, , ““incompetentincompetent””

““WORLDWORLD--CLASS SKILLFUL ACTORSCLASS SKILLFUL ACTORS””by the Antby the Ant--ComplexityComplexity--StructurationalStructurational definitiondefinition

Best PracticesBest Practices

versusversus

Great Practices Great Practices from Good Critical from Good Critical

ResearchResearch

Best PracticesBest Practices

Best Approach and Methodology that work in Best Approach and Methodology that work in realreal--life experiences in organization in that life experiences in organization in that industryindustry

Could be partially developed from Prescription Could be partially developed from Prescription or Explicit Models such as Blue Ocean Strategy; or Explicit Models such as Blue Ocean Strategy; PorterPorter’’s Value Chain; Six Sigma; s Value Chain; Six Sigma; TapscottTapscott’’ssWikinomicsWikinomics; Triple Helix on Innovation;; Triple Helix on Innovation;

Practitioners align to their specific organizational Practitioners align to their specific organizational interests and contexts and interests and contexts and Implicit TheoriesImplicit Theories from their lifefrom their life-- long practical long practical experiencesexperiences

Good Research Good Research

GOOD, indeed Very Good Research GOOD, indeed Very Good Research versus EXCELLENT RESEARCH versus EXCELLENT RESEARCH { academic ?!? }{ academic ?!? }

is about Description and Prescription is about Description and Prescription in the trenches in organizationsin the trenches in organizations

““inin--organizationorganization”” empirical data collection using empirical data collection using reflexive methodology, mixed theory method, reflexive methodology, mixed theory method, interpretive and postinterpretive and post--positivist approachespositivist approaches

Rather than primary or secondary data analysis based Rather than primary or secondary data analysis based on quantitative models and algorithmic knowledgeon quantitative models and algorithmic knowledge

Conventional Management Sciences and Economics Conventional Management Sciences and Economics increasingly capture a part of the sophistication. increasingly capture a part of the sophistication. Necessary but not sufficientNecessary but not sufficient

Being CriticalBeing Critical

IINSIGHTSNSIGHTS : In: In--depth Investigations at local levels depth Investigations at local levels through interpretive, through interpretive, contextualistcontextualist, hermeneutic , hermeneutic and ethnographic approaches and ethnographic approaches

CRITICAL OUTLOOKCRITICAL OUTLOOK : Critique of taken: Critique of taken--forfor--granted assumptions underpinning granted assumptions underpinning organizational, managerial and technological organizational, managerial and technological practicespractices

TRANSFORMATIONTRANSFORMATION : Development of knowledge : Development of knowledge for action and practical understanding that for action and practical understanding that enable ICTenable ICT--related organizational change, related organizational change, diversity, and rediversity, and re--constructing new ways of constructing new ways of working and living.working and living.

Good Research @ Great Return Good Research @ Great Return

Good research comes from sophistication Good research comes from sophistication and simplicity, using scientific approaches and simplicity, using scientific approaches such as a combination of ANT, Complexity, such as a combination of ANT, Complexity, StructurationStructuration theoretical frameworks that theoretical frameworks that provide greater insights = WISDOM provide greater insights = WISDOM

ResearchResearch--based based ““WisdomWisdom””is pivotal to is pivotal to implementableimplementable and and doable practice doable practice

= GREAT RETURN= GREAT RETURN= TRANSFORMATION= TRANSFORMATION

RibuanRibuan TerimaTerima KasihKasih

Thank You Very MuchThank You Very Much

Each and everyone of you for your kind presence this morningEach and everyone of you for your kind presence this morning !!

Good Research @ Great PracticeGood Research @ Great PracticeProfessor Professor visvis--àà--visvis PractitionerPractitioner