Table of Contents

Preface ix

Foreword xi

Acknowledgments xv

Introduction xvii

PART 1: The Concept of Value-added Benefits 1

1. Information Systems, Productivity, and Success 3

2. The Emerging Understanding of Value-added 17

PART 2: Evidence (and Ideas) 43

3. Selling 47

4. Marketing 75

5. Operations 103

6. People Management 127

7. Finance 153

8. Getting New Products to Market 181

9. Winning Negotiations 205

PART 3: The Leading Edge 223

10. Executive Use of Information Tools 225

11. Augmented Meeting Support 253

PART 4: Implementation Methodologies 281

12. Planning for Strategic Systems 283

13. Value-added Needs Assessment 307

14. Measuring Value-added Benefits 327

15. Adopting the Value-added Perspective 353

APPENDIX A: Value-added Needs Assessment Interview Guide 363

APPENDIX B: Value-added Measurement Interview Guide 365

APPENDIX C: Expected Values 369

APPENDIX D: Glossary 373

Industry Index 397

Tools Index 399

Keyword Index 401