One of the most essential parts of any IT-enabled business change programme is to ensure that the benefits are identified and managed so that they are effectively delivered. This chapter studies the process of identifying, measuring and realising benefits. It covers:

  • The types of benefits and relationship to basic accounting terms.

  • The key financial benefits that are present in an investment appraisal.

  • The types of non-financial benefits.

  • Benefits measurement:

    ♦approaches to measuring benefits;

    ♦the concept of a balanced scorecard and its role in the measurement of benefits;

    ♦the definition of critical success factors and key performance indicators.

  • Benefits realisation:

    ♦the definition of benefits realisation;

    ♦the objectives ...

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