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Winning The 3-Legged Race: When Business and Technology Run Together by Zmud, Trainer, Hoque, Sambamurthy, Wilson

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Chapter 9. Measuring Success

 

“If you can’t measure it, you can’t manage it.”

 
 --Anonymous

Senior executives increasingly demand an understanding of how business technology[1] can lead to improvement in operations, enhance managers’ decision making, and place the organization in better shape to compete. They want practical ways to decide when to invest, how to channel investments toward appropriate problem solving, and how to ensure that this leads to value.

Most importantly, executives want evidence of a positive relationship between business technology investment and a firm’s performance. This chapter explores various methodologies that can be used, how metrics can be created to measure value, and how the value of business technology investments ...

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