Information Technology Evaluation Methods and Management

Cover......Page 1
Information Technology Evaluation Methods and Management......Page 2
Contents......Page 5
Preface......Page 7
Acknowledgments......Page 13
Part I: Benefits Realization......Page 14
What is IS/IT Investment Evaluation?......Page 15
The Productivity Paradox......Page 16
Objectives and Criteria......Page 17
Emerging Problems/Challenges......Page 18
A System's Life-Cycle Approach......Page 20
Problems and Challenges......Page 29
Process Model of Benefits Management......Page 31
Active Benefit Realisation (ABR)......Page 32
DMR's Benefit Realisation Model......Page 33
REFERENCES......Page 34
THE QUESTION OF VALUE......Page 38
SILVER BULLET THINKING......Page 39
THE BENEFITS REALIZATION APPROACH......Page 40
PROGRAM MANAGEMENT......Page 41
DEFINING PROGRAMS – THE DMR RESULTS CHAIN™......Page 42
PORTFOLIO MANAGEMENT......Page 44
THE VALUE CASE......Page 45
THE FOUR "ARES"......Page 46
FULL CYCLE GOVERNANCE......Page 47
MEASUREMENT......Page 49
PROACTIVE MANAGEMENT OF CHANGE......Page 50
THE EVOLUTION OF BENEFITS REALIZATION......Page 52
THE LEADERSHIP CHALLENGE......Page 53
REFERENCES......Page 54
ACKNOWLEDGMENTS......Page 56
INTRODUCTION......Page 57
BACKGROUND......Page 59
IT EVALUATION AND BENEFITS MANAGEMENT LIFE CYCLE......Page 63
ADDRESSING ORGANISATIONAL COMPLEXITY......Page 66
REFERENCES......Page 67
PART II: IT EVALUATION RESEARCH AND METHODS......Page 70
INTRODUCTION......Page 71
A FRAMEWORK FOR ANALYSIS......Page 72
The Time Frame Followed......Page 73
Nature of the Study......Page 74
The Technical/Functional Stream......Page 75
The Economic/Financial Stream......Page 76
A SEARCH FOR INTERPRETIVE ALTERNATIVES TO IS EVALUATION......Page 79
Versatility in Evaluation......Page 80
Criteria and Measurement......Page 81
Stakeholders in the Evaluation Judgement......Page 82
New Methodological Developments......Page 83
CONCLUSIONS......Page 84
REFERENCES......Page 85
ENDNOTE......Page 90
INTRODUCTION......Page 91
Definitions......Page 92
Types of methods......Page 93
Key Characteristics of Methods......Page 96
Financial Methods......Page 97
Multi-criteria Methods......Page 98
Ratio Methods......Page 100
Portfolio Methods......Page 101
ASSESSMENT OF EVALUATION METHODS......Page 102
LIMITATIONS OF EXISTING EVALUATION METHODS......Page 104
Conclusions......Page 105
REFERENCES......Page 106
APPENDIX A: METHODS FOR THE EVALUATION OF IT INVESTMENT PROPOSALS......Page 109
Part III: Alternative Ways of Traditional IT Evaluation......Page 111
INTRODUCTION......Page 112
WAYS OF APPROACHING IT EVALUATION......Page 113
Soft and Social Cognitive Perspectives......Page 114
Evaluation Roles......Page 117
The Organisational Orientations of IS Evaluation......Page 118
THE ORGANISATIONAL INTEGRATION OF IS EVALUATION......Page 120
REFERENCES......Page 121
ENDNOTE......Page 123
INTRODUCTION......Page 124
DeLone and McLean's IS Success Model......Page 125
Extension to the IS Success Model: Service Quality......Page 126
An Evaluative Mechanism: Beyond Use and User Satisfaction......Page 127
Satisfaction and Quality......Page 128
Defining Quality......Page 129
Redefining the IS Success Model......Page 130
Expectations......Page 131
Perceptions......Page 132
Dispute Regarding the Gap Measurement......Page 133
Focus Groups/Interviews......Page 134
The Instrument......Page 135
The Trial......Page 137
4. Results......Page 138
CONCLUSION......Page 139
REFERENCES......Page 140
INTRODUCTION......Page 143
BACKGROUND: BUSINESS PROCESSES AND ORGANISATIONAL CHANGE......Page 145
POST-MODERNISM, INTERPRETIVISM, AND SITUATEDNESS......Page 146
Evolutionary Systems Development......Page 147
Examples of Evolutionary Information Systems......Page 148
ISSUES IN EVALUATING EVOLUTIONARY IS......Page 150
FUTURE TRENDS: AN APPROACH TO EVALUATING EVOLUTIONARY IS......Page 151
DISCUSSION AND FURTHER RESEARCH......Page 152
REFERENCES......Page 155
INTRODUCTION......Page 157
BACKGROUND......Page 158
AN EVALUATION FRAMEWORK......Page 160
FUTURE TRENDS......Page 163
REFERENCES......Page 165
Part IV: Evaluation of New Technologies......Page 166
INTRODUCTION......Page 167
ERP SYSTEMS 2......Page 168
EVALUATION TECHNIQUES FOR TECHNOLOGY INVESTMENTS......Page 170
INTANGIBLES AND TECHNOLOGY EVALUATION......Page 172
THE BUSINESS CASE FOR ERP AT CONSOLIDATED COMPUTER COMPANY......Page 176
INCLUDING INTANGIBLES IN THE BUSINESS CASE......Page 178
DISCUSSION AND CONCLUSION......Page 179
REFERENCES......Page 181
ENDNOTES......Page 183
INTRODUCTION......Page 184
BACKGROUND: THE BALANCED SCORECARD......Page 185
The Need for a Strategic Approach to Controlling the Implementation of ES Software......Page 187
Definition of Selected Specific Measures Concerning the ES Implementation......Page 188
The Need for a Strategic Approach to Controlling the Use of ES Software......Page 190
Definition of Specific Measures Concerning an ES Software......Page 191
FUTURE TRENDS......Page 194
CONCLUSION......Page 195
REFERENCES......Page 196
INTRODUCTION......Page 198
BACKGROUND......Page 199
THE ANALYTIC NETWORK PROCESS MODEL......Page 201
DISCUSSION AND RECOMMENDATIONS FOR MANAGEMENT......Page 207
LIMITATIONS OF THE ANP/BSC METHODOLOGY......Page 208
REFERENCES......Page 209
Part V: IT Evaluation through the Balanced Scorecard......Page 211
INTRODUCTION......Page 212
IT BALANCED SCORECARD......Page 213
BSC CASCADE AS A SUPPORTIVE MECHANISM FOR IT GOVERNANCE......Page 214
CONSTRUCTION AND IMPLEMENTATION OF AN IT BSC......Page 215
MATURITY MODEL FOR THE IT BSC......Page 217
IT BSC IN PRACTICE......Page 218
LESSONS LEARNED......Page 221
REFERENCES......Page 223
Understanding IS Value......Page 225
Taking a process View of IT......Page 226
Balanced Scorecard IS assessment......Page 228
The Business Domain : IS Cost Modelling and IS/business Alignment......Page 229
The IS Process Domain : Process Measures and Benchmarks......Page 234
The Learning and Growing Domain : IS Capabilities......Page 238
Domain User : Customer Satisfaction and Partnership......Page 239
THE TYPICAL ASSESSMENT PROCESS......Page 240
LESSONS LEARNED......Page 242
REFERENCES......Page 243
INTRODUCTION......Page 244
Balanced Scorecard and Performance Measurement......Page 245
Framework Concepts......Page 246
MCM framework and balanced scorecard......Page 248
Description of the case......Page 249
Organisational problems......Page 250
Remaining challenges......Page 251
REFERENCES......Page 252
INTRODUCTION......Page 253
Managerial Independence......Page 254
Verification and Validation......Page 255
BSC Objectives......Page 256
Customer Measures of Mission Success......Page 258
Process Measures......Page 260
Infrastructure (Learning and Growth)......Page 263
SUMMARY AND LESSONS LEARNED......Page 264
REFERENCES......Page 265
INTRODUCTION......Page 266
BACKGROUND......Page 267
Government......Page 268
FINANCIAL MEASURES......Page 269
CUSTOMER MEASURES......Page 271
Government......Page 272
Government......Page 273
Industry......Page 275
Government......Page 276
Customer Perspective......Page 277
Learning and Growth Perspective......Page 278
CONCLUSIONS AND FUTURE RESEARCH......Page 279
REFERENCES......Page 280
EDITOR......Page 282
CONTRIBUTING AUTHORS......Page 283
E......Page 289
L......Page 290
S......Page 291
Y......Page 292