Key performance indicators for IS/IT indirect human costs in the service sector : WestminsterResearch

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Title	Key performance indicators for IS/IT indirect human costs in the service sector
Authors	Mohamed, S. and Guah, M.W.
Abstract	Information systems (IS) expenditure is necessary for gaining competitive advantage in the service sector and in certain cases mandatory for the effective delivery of services. Many formal processes for IS budgeting and evaluation do not take into consideration the vast amount spent on indirect human costs (IHCs) of IS implementation. The paper reviews existing work on the evaluation of IT investments and identifies a major problem in IS evaluation to be the identification of IHCs. The authors build on the theory of IHCs drivers by proposing key performance indicators (KPIs) that facilitate transparency and better management of these costs. They describe the context and propose a framework, using three cases from the service sector, namely health, financial and retail industries, where expenditures on IS have significantly increased in the past decade.
Journal	International Journal of Value Chain Management
Journal citation	4 (1-2), pp. 31-48
ISSN	1741-5357
Year	24 Feb 2010
Publisher	InderScience
Digital Object Identifier (DOI)	https://doi.org/10.1504/IJVCM.2010.031800
Published	24 Feb 2010

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Key performance indicators for IS/IT indirect human costs in the service sector

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