The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Measuring the Performance of the IT Function in the UK Health Service Using a Balanced Scorecard Approach  pp1-10

Maurice Atkinson

© Jan 2004 Volume 7 Issue 1, Editor: Dan Remenyi, pp1 - 66

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Abstract

This paper explores how the Balanced Scorecard approach might be applied to measuring the performance of an IT department. Sample measures have been developed for each dimension of the scorecard for two key IT functions. A performance measurement record sheet has been developed to show how these measures would work in practice. The paper also outlines approaches to implementing, monitoring and reviewing these measures. Furthermore the benefits of such a performance management system and process have been identified.

 

Keywords: Information Technology, Balanced Scorecard, Performance Measurement

 

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Journal Article

Designing a Process‑Oriented Framework for IT Performance Management Systems  pp211-220

Sertac Son, Tim Weitzel, Francois Laurent

© Jan 2006 Volume 8 Issue 3, ECITE 2005 Special, Editor: Dan Remenyi, pp143 - 230

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Abstract

This paper shows, which concepts and frameworks currently exist to measure the performance of the IT de‑partment and its delivered IS services. We discuss how a performance management system might be designed and im‑ plemented with the purpose to monitor and improve the IT function. A performance metrics catalogue has been elabo‑ rated to document and to enable a common understanding of the individual metrics. Finally, this paper provides lessons learned and some recommendations for further research in the area of IT performance management.

 

Keywords: Performance metrics, balanced scorecard, causality, performance manager, accounting

 

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Journal Article

Evaluating the Performance of Electronic Marketplaces: an Exploration of the Ownership Impact  pp163-174

Philip O' Reilly, Pat Finnegan

© Feb 2010 Volume 12 Issue 2, Editor: Shaun Pather, pp129 - 198

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Abstract

In evaluating the performance of electronic marketplaces, research has focussed on the impact of factors such as IT, marketplace process design and competition. However, such research has neglected the impact of ownership upon electronic marketplace performance. This paper explores the issue of electronic marketplace ownership and contributes to the literature by revealing four distinct aspects of ownership of electronic marketplaces; investor structure, investor objectives, investor commitment and governance efficiency. Using a multiple case approach, the paper evaluates the performance of seven electronic marketplaces in order to determine the relationship between marketplace performance and ownership. The study reveals a multitude of investor objectives for their marketplace investment, broadly categorised as; transactional, financial or fear. The analysis reveals that investor objectives impact upon investor commitment levels with those investors interested in the transactional benefits of electronic marketplaces being most committed. Analysis also reveals that investor objectives impact upon how efficiently a marketplace is governed. Both investor commitment levels and governance efficiency in turn impact upon electronic marketplace performance in terms of the volumes traded on the electronic marketplace, electronic marketplace adoption levels and electronic marketplace revenues and profitability.

 

Keywords: electronic marketplace, performance evaluation and improvement, ownership, investor structure

 

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Journal Article

Creating Strategic Value through Executive Information Systems: an Exploratory Study  pp57-76

Elmarie Papageorgiou, Herman de Bruyn

© Jan 2010 Volume 13 Issue 1, ECIME 2009, Editor: Elizabeth Frisk and Kerstin Grunden, pp1 - 96

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Abstract

Over the past few years, information technology has grown so rapidly that businesses had to adjust very quickly to keep abreast of fast growing technologies and international trends. An increasing number of South African companies listed on the Johannesburg Stock Exchange (JSE) have implemented Executive Information Systems (EISs) that have resulted in the widespread use of computers in companies. Users of EISs need systems that provide them with access to diverse types of information in order to take decisions, to solve problems and to compete with competitors. This article discusses whether South African companies create strategic value through the use of EISs. The strategic value of the business is explained as an advantage to improve businesses’ performances firstly, by gains in profitability and financial strength and secondly, gains in the businesses’ competitive strength and market standing. Executives and top management need to be aware of the opportunities available to them by using information technology as a business tool to analyse their businesses’ performance and competitiveness. This study is an exploratory study and the research method is quantitative of nature. A structured questionnaire was designed and was sent to 334 listed JSE companies in order to investigate the existence of an EIS, the gathering, selecting and use of information in companies in order to make decisions and to solve problems. Many businesses have chosen EIS technology to provide relevant and accurate information to top management and executives. Currently the EIS provides information that is only available to executives and top management, but the need exists to expand EISs to other users in the business. The research questions investigated in this study are to establish what EISs offer to fulfil the needs of users and to determine the impact on creating strategic value within the business in order to keep pace with on‑going changes in technology. In addressing these problems the existence of EISs was investigated to debate, express, and understand the role and use of an EIS and resulted in creating strategic value for businesses. The value of the study explains the vital importance of executives influence towards the adoption, commitment and use of EISs at strategic management levels, creating and adding strategic value in companies. The findings of the study add to the current understanding and awareness of EISs in listed JSE companies and therefore create an environment in which the business can enhance sustainability and strategic competitiveness. Responses were favourable since respondents requested a report on the outcome of the results as they expressed an interest in the underlying motivation of the study and how their company compares with their competitors in the industry. Conclusions drawn from the results are that EISs need to incorporate all the unmet needs of users in order for EISs to add strategic value and to be used as effective business tools in companies.

 

Keywords: competitive advantage, executive information system, information technology, performance, strategic value, sustainability

 

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Journal Article

Does Entrepreneurial Experience and Strategy Really Matter for ICT Performance? A Greek Cross‑Border Empirical Study  pp177-186

Avraam Papastathopoulos, Christina Beneki

© Oct 2010 Volume 13 Issue 2, ICIME 2010, Editor: Shaun Pather and Corrie Uys, pp97 - 196

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Abstract

Small and medium‑sized enterprises (SMEs) adopt Information and Communication Technologies (ICTs) on a global scale in order to derive the undeniable benefits accruing from their use. The critical question arising here is which SMEs benefit from the adoption of ICTs. Thus, the purpose of this study is to find out why some SMEs reap more benefits than others from the adoption of ICTs, and which factors determine the successful use of ICTs. This paper analyses the influence data from the adoption of ICT in the Greek SME sector. In particular, SMEs were asked to rate the influence on the improvements of existing production procedures, enhancement of productivity and reduction of labor costs from the adoption of ICT. The ordinal regression method was used to model the relationships between the ordinal outcome variables and the predictor variables concerning ICT‑Strategy (implementation of a specific strategy for the adoption and use of ICTs) and entrepreneurial knowledge‑experience on ICT. A joint methodology using a fully‑structured questionnaire and in‑depth interviews was selected as the primary research instrument in order to paint as broad a picture as possible of the issues surrounding the application of ICT. The three ordinal regression models indicate that predictor variables such as the presence of specific strategy and entrepreneurial knowledge on ICT are associated with the influence of the ICT‑usage. Furthermore, the results of the study reveal that strategy plays a major role in the adoption and the appropriate use of ICT by SMEs. In addition, the prior entrepreneurial experience‑knowledge of ICT was significantly associated with the ICT performance. Both variables provide strong evidence that the technology performance must be a result of rational planning and knowledge. This study makes a major contribution in two ways. Firstly, it has demonstrated how the strategy and entrepreneurship are inter‑related parts of the ICT adoption process. Secondly, the information and communication technologies make the difference and offer tangible and intangible benefits only if properly applied.

 

Keywords: ICT-strategy, entrepreneurial experience, ICT-performance, ICT-adoption, ordinal regression

 

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Journal Article

Searching for e‑Business Performance Measurement Systems  pp1-8

David Barnes, Matthew Hinton

© Jan 2007 Volume 10 Issue 1, ECITE 2006 Special, Editor: Dan Remenyi, pp1 - 122

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Abstract

Organisations of all kinds continue to expand their involvement in e‑business. This requires considerable financial investment in IT, in processes and in people. It might be expected that there would be a concern to ensure that performance measurement systems are capable of justifying these investments, and of evaluating their worth once implemented. The paper describes research aimed at determining the exact nature of such e‑business performance measurement systems and the benefits that accrue from their use. The research uses a case study methodology to report the performance measurement practices of twelve potentially exemplar organisations that have made efforts to develop distinctive performance metrics for e‑business. Qualitative data was collected from interviews with key informants from each organisation. Additional data came from company documents. The cases reveal a variety of approaches to e‑business performance measurement, with no common framework apparent. Whilst there is considerable disparity in the level of success achieved in developing suitable measures, there is evidence of a common concern to link e‑business performance to organisational objectives. However, there is a general reluctance to embark on major overhauls of existing performance measurement systems. The paper discusses the possible reasons for this and the implications for future developments in e‑business performance measurement practices.

 

Keywords: e-business, performance measurement systems, IT evaluation

 

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Journal Article

Measuring the Effectiveness of Organizational Knowledge Based Economy  pp74-87

Ghassan Kbar, Abdul Aziz AlDusari

© Jan 2012 Volume 15 Issue 1, ECIME 2011, Editor: Walter Castelnovo and Elena Ferrari, pp1 - 148

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Abstract

Effective Knowledge Management (KM) is an important process for handling information which is essential for implementing successful projects and making improvement to the knowledge‑based economy. KM deals with how knowledge is produced, shared in a secure manner, and used by organizations or individual for the benefit of the economy. Sharing of information and knowledge as well as providing the relevant financial support are among the main success factors for creating innovations, while protecting the Intellectual property (IP) satisfies the requirement for sharing of knowledge fairly and preserving the right of the inventors. In order to achieve an effective KM that contributes to the overall knowledge economy, there should be a proper way to measure it according to well known set of criteria. In this paper an analytical method has been devised based on different performance indicators to verify the availability of useful knowledge which is linked to successful knowledge investment and its business continuity. Unlike other methods that focus on descriptive approach, the proposed analytical method relies on qualitative approach that is based on how the probability of the knowledge factors can occur in a certain environment in relation to the set of goals that have been identified for a certain organization. This new method would allow managers to evaluate the performance of knowledge based economy of different organizations and assist them in identifying the reason for lacking economy growth, and therefore plan for improvement. Another way for measuring the effectiveness of a fair partnership model can rely on a direct method using a statistical survey to collect the statistical data that can help in identifying obstacles in reaching the organization's goals. An example for measuring the effectiveness of fair partnership has been described in this paper by using a survey which has been conducted to evaluate projects that are running in Saudi Arabia in order to understand the difficulties in attracting funds through a Venture Capital program, so the proper solutions can be recommended

 

Keywords: knowledge economy, measuring effectiveness, performance indicator, assess of knowledge

 

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Journal Article

An Analysis of Three SERVQUAL Variations in Measuring Information System Service Quality  pp149-162

James J. Jiang, Gary Klein, Neeraj Parolia, Yuzhu Li

© Jan 2012 Volume 15 Issue 2, Editor: Shaun Pather, pp149 - 229

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Abstract

Service provided by the information system (IS) department within an organization has come to be considered a major component of IS success. The determination of service quality is considered as a comparison process between an expected level of service and the service perceived by the user. In past research, an IS adaptation of the SERVQUAL measure from the marketing literature was commonly used since it considers both the expectation and performance components of service quality. IS researchers have applied the IS SERVQUAL metric in various forms, including as a difference score, as a single component only, and as two distinct components. The choice of an IS SERVQUAL variation was usually made based on psychometric properties of the scale or explained variance. Few considered the implications that the chosen form of IS SERVQUAL variation has on the relationship between service quality and a dependent variable such as satisfaction or on the theoretical interpretation of the discrepancy theories from which service quality measure is derived. We examined the implications to research models and theory due to choosing the form based on statistical properties. The two component form holds truest to theory and still retains valued statistical properties that are important to researchers. The one component form that includes on performance considerations is still superior to the difference score model. For purposes of prediction more useful for practitioners, the single component and two component model greatly outperform the predictive ability of the difference score model, with the two component model being slightly better than the single component model.

 

Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations

 

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