Index. B2B commerce B2E 13 Balanced Score Card 175, 363 belief system benchmarking , 183

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1 Index accommodators accountability 214 achievement, evidence of 224 action plan 216, 222, 257 ADM (Arrow Diagramming Method) 138 administrative costs 12 advocacy 229 agility benefits organizational 13 workforce 14 application types, different applications, definition 49 applications portfolio 83 91, 95 high potential applications 84 5 investments and 90 1 key operational applications 86, strategic applications 85, supermarket case study support applications 86 7, variations in context across variations in benefits and changes across Arrow Diagramming Method (ADM) 138 audit 265 audit trail 189 autonomy, reduction in 24 5 B2B commerce B2E 13 Balanced Score Card 175, 363 belief system benchmarking , 183 benefit owner 144, 146 balance of change owners and definition 144 benefit ownership, nature of benefit streams, definition 142 benefit template 150, 151 benefit workshops 254 benefit/cost assessment 118 benefits levels of explicitness 172 recognizing variation in as result of changes structure for analysing and describing benefits delivery 38 benefits dependency network 108, , 205, 216, 260 origins of benefits-driven investment, initiation and management initial activities 252 project initiation and implementation stages 251 benefits-driven strategies, examples benefits management causes of adoption 246 characteristics definition 36 7 establishing potential for further benefits identifying and structuring the benefits implementation initiation and management 250 3

2 Index 393 interdependence of benefits and change key areas of difference in approach need for origins of approach overview poor, implications of 97, 98 process model 105 rationales for introducing reviewing and evaluating the results stages and main activities 116 v traditional IS project approaches 37 within a major retailer 249 benefits management lite benefits plan 95, , 266 completing executing including in project management key questions in 112 stakeholder perspective benefits realization 243 bespoke applications 50 blame for failure 115, 265 Boston Consulting Group grid/ matrix 55 boundary control brainstorming 260 business as usual 214 business benefits definition 107 business case 27 8, 266 basis of 169 building completing definition 167 full content 193 linked to organizational strategy or objectives 39 business changes costs of 195 definition 109 organizational risks and 201, 202 business performance improvement 95 business process outsourcing 323 business project manager primary roles 255 business strategy, definition 55 business value model 6 7 buying costs 12 cancellation of projects 118 cannibalization 68 capabilities 59 60, 167 strategic 57 capital as commodity 30 1 capture learning 44 5 case studies adding measures and evidence of achievement 161, 164 adoption of benefits management 249 agility, organizational 13 applications portfolio benefit and change ownership benefits management to formulate strategy benefit template 162, 164, 205, 206, change template 163, 164, Choose and Book project (NHS) 16 18, 140 2, 283, Connecting for Health Programme (NHS) 16, 140, 238, 262, 279, developing a benefits dependency network driver analysis enterprise portals 316 enterprise resource planning , , enterprise systems identifying investment objectives information management public sector see also case studies: Choose and Book and Connecting for Health (NHS) quantifying benefits rapid sales growth challenge 152 small businesses stakeholder analysis 225 stakeholder positioning 221

3 394 Index case studies (Continued) summary business case 207, 208 value of the process change need for 126 resistance to 223, 238, 243 suggested by competence analysis 127 change fatigue 223 change management 39 40, 101, alternative strategies change owner balance of benefit owners and definition 145 change ownership, nature of change template 150, 151 charge-out policies 194 coalition 228, 229 collaboration, support for 373 collaborators 220 commissioning 310 commitment from business managers 40 communication strategies 218, 219, 262 competence analysis 364 competence, dimensions of 80 1, 125 competences 56 7 competitive forces 364 approach to strategy development 59 view of strategy 55 compromisors 220 computer-based training (CBT) systems 15 content-driven projects 123, 124 context context-driven projects 123, 124 contribution 238, 239 core competences 57 corporate portals see enterprise portals cost allocation policies 194 cost avoidance benefits 189 cost containment cost/s administrative 12 buying 12 of complementary investment direct 189 infrastructure of management time ongoing 195 of ownership 383 project 38 property 16, 25 purchase 194 reductions transaction 12 transferring travel variable 189 cost/benefit assessment 118 creativity 24, 241 crisis as rationale for benefits management 246 critical decisions 241 critical path analysis 270 cultural separation of IT staff 31 customer intimacy 80, 81, 125 customer loyalty customer relationship management (CRM) 5, 38, 44, 50, 305 8, 328, 348 ROI for 307 role of frontline staff 308 customer satisfaction 21, 108, 173 customer value 11 customized applications 50 data marts 302 data mining tools 302 data warehouses 15, 132, 302 decision making 14 15, 305 deskilling 24, 223 development of IS/IT within organizations 3 4 diagnostic control 240 dimensions of competence 80 1, 125, 153 direct costs 189 disbenefits 16, 22 5, 26, 110, 111, 114, 204, 215, 256, 267 discounted cash flow (DCF) 27 disintermediation 71 documentation 259, 262, 266 dot.com boom 1, 4, 51, 376

4 Index 395 double-counting of benefit 336 driver analysis 122 drivers application types and case study 153, 154 definition 106 dimensions of competence and nature of change identifying linking investment objectives to linking projects and programmes to sources of timescale for consideration 123 DSDM (Dynamic Systems Development Methodology) 100, 269, 270 dynamic capabilities 58 Dynamic Systems Development Methodology (DSDM) 100, 269, 270 e-business applications definition 50 1 origins of 4 5 systems 38 e-commerce applications definition 50 1 effective use process 212, 243 electronic knowledge 268 , communication cost reduction and 10 embeddedness, degree of emergent benefits 21 2 emergent investments empowerment 191, 241 enabling changes 134, definition 109 enabling IS/IT 134, ends, organizational 58, 59, 120 ends ways means strategy 33 4, 58 60, 120, 245, 291 2, 299 engagement approaches 218 engagement strategy 222 enterprise portals 45, 50, 302, enterprise resource planning (ERP) 38, 45, 46 7, 50, 155, 156, 166, 179, 214, , 328 enterprise systems 50 deployments , enthusiasm of stakeholders 225 EPOS systems 174, 179 ETHICS (Effective Technical and Human Implementation of Computer-based Systems) 100 evaluation, definition examples see case studies expert systems, use of 25 explicit knowledge 23 exploitation, competence 97, 99, 275 external (or industry) value chain analysis 55, facilities programmes 237 failure to deliver benefits 35 manage benefits 46 7 financial benefits definition 185 financial resources 56 limitations on 30 financial risks 201, 202, 204 fixed costs 189, 190 flexible working formulation of long-term strategies 100 functional benefits Gantt chart 270 generic benefits 7 20, 278 governance 269 of investment portfolio improved, as rationale for benefits management 247 information 95 IS/IT hard benefits 21 high potential investments 196 home working 14, 25 hot-desking 14, 25 implementation, challenge of 94 6 incentive/reward schemes 214, 228 industry attractiveness 62 9 ineffective use process 119

5 396 Index infomediaries 72 information and communication technologies (ICT), definition 48 information, duplicated 15 information exchange 72 3 information governance 95 information management information resource management 95 information systems, definition 48 9 information technology, definition 48 infrastructural technologies 2 infrastructure costs infrastructure investments initiative 238, 241 innovation 238, 241 innovation-based investment 304 intangible benefits 20 1 intangible resources 56 interactive control interactive whiteboard 261 internal systems development costs 194 internal (or organizational) value chain analysis 18, 57, 69, 73 9 alternative internal value configurations 76 9 Internet, commercial adoption of 4 intervention as rationale for benefits management 246 intranet 268, 302 investment appraisal current definition failure to deliver benefits 35 6 ineffective processes lack of guidance for implementation 35 lack of involvement of business staff 31 2 limitations 29 need for business change 32 4 need for prioritization 34 investment board 267, 339, 340 investment objectives definition 106 establishing linking to drivers investment risk factors 201, 202 IS competences model 91 4 areas of weakness 94 IS/IT enablers 134, definition 136 IS/IT governance IS/IT investments, continuing challenge IS/IT sufficient to do the job 41 IS/IT supply arrangements IT-enabled change management job losses 24, 223 just-in-time 305 key operational investments key performance indicators (KPIs) 157 9, 175, 179, 281, 366 knowledge management systems 22 3, 44 knowledge sharing 261 learning curve 214 legacy systems, decommissioning of 136 line managers, concerns of 214 linking business, IS and IT strategies 81 3 management benefits managerial resources, scarce 30 1 market research materiality of benefits 177 means, organizational 58, 120 means -driven investments measurable benefits measurement and ownership measures criteria for 176 setting 176 mobile working 14, 15, 25, modelling of benefits 183 modelling tools 179 multiunit businesses MULTIVIEW 100 negotiation 228, 229 net benefits 25 6 net present value (NPV) 27, 195 network externality effect 78 network of networks 4 new economy 4 5

6 Index 397 new initiative as rationale for benefits management 247 NHS 77 Choose and Book project (NHS) 16 18, 140 2, 283, Connecting for Health programme (NHS) 16, 140, 238, 262, 279, non-it projects 249, objective knowledge 23 objectivity 265 observable benefits offshoring 322 6, ongoing costs 195 online banking services 12, 68 open source software (OSS) 376 operational benefits operational excellence 80, 125 operational staff ownership organizational agility 13 organizational competences 57 organizational information competence 91 4, 97, 99, 275 organizational risks , 204 organizational strategy, defining 11 organizational value 6 7 outcome driven projects 123, 124 outsourcing 32, 278, 322 6, ownership, project team and operational staff and people-centric view of organization 9 performance 238, 240 performance measures checklists 176, 177 PERT (Program Evaluation and Review Technique) charting 138, 226 PEST (political, economic, social and technical) analysis 57, 60 2, 364 physical resources 56 pilot implementations point solution approach 247 Porter s five forces model 55, 57, 62 9 post-implementation reviews 30, 44 5, process Precedence Diagramming Method (PDM) 138 PRINCE2 (Project Management in a Controlled Environment) 100, 165, priorities applications portfolio for setting private finance initiative (PFI) 325 private sector organizations 279 problem-based investment 304 product leadership 80, 81, 125 production phase 304 productivity benefits case study gains from IS/IT 5 7 staff 18 programme dependency networks programme office 338, 341 programme steering group 338 programmes component projects in service cycle defining management planned and emergent types project champion 225, project cost assessment project, definition project management 100 project office 341 project sponsor project team ownership property costs 16, 25 prototyping 238 public private partnerships (PPPs) 325 public sector imposed drivers multiple stakeholder outsourcing in purchase costs 194 quantifiable benefits quantification of benefits radio frequency identification (RFID) 375 rational behaviours 213, 229, 230

7 398 Index recognition structures 214 recruitment process reference organizations 180 reference sites register of intended programme benefits 336 remote or mobile working 25 resistance to change 223, 238, 243 resistors 220, 222 resource constraints 226 resource-based view (RBV) 6 7, 55 7, 59 responsibility 214, 224, 267 results chains 138 return on assets (ROA) 195 return on capital employed (ROCE) 195 return on investment (ROI) 27, 29, 195, 306, 307 revenue increased reward structures 45 6, 214, 228 risk assessment 101, management processes 101 registers 204 types 201 variation across application portfolio savings, efficiency 11 segmented institutionalism 213 self-interest 213, 229, 230 self-service approach to support functions service leadership 125 silver bullet approach to IT deployment 33, 95, 278 simulation of benefits 179, 183 Six Sigma 104 size of organization 279 small and medium sized businesses 11 12, 279, SMART objectives soft benefits 21 Soft Systems Methodology (SSM) 100 spatial separation of IT staff 31 SSADM (Structured Systems Analysis and Design Methodology) 100, 269 SSM (Soft Systems Methodology) 100 staff alienation 125 divide between 31 2 empowerment 191 job losses 24, 223 morale 173 productivity 18 relationships 31 2 retention 348 skilled/experienced 15, 30 turnover 15 stakeholder analysis , 169, 205, , 243, 260 action required attitudes, prioritizing 218 purposes techniques stakeholder behaviours, matching management approach and stakeholders 34, 212 classification of conflicts 241 definition 107 identification of involvement in design and development process 118 involvement of 41 2 summary assessment 219 steering committee 339 strategic alignment 81 definition 52 strategic benefits strategic investments 197 strategic IS/IT planning strategic paradigms 58 strategic thinking, incorporation benefits management into strategy purpose of resource-based views 54 8 using benefits management for formulation and implementation structural separation of IT staff 31, 32 Structured Systems Analysis and Design Methodology (SSADM) 100, 269 success, IS 25 6, 99

8 Index 399 suites of applications supermarket chain, applications portfolio for supplier-led innovation 76 support support investments 199, 204 system rationalism 213 systems development 100 tacit knowledge 23 4 tangible benefits 20 1 targets 188 technical risks 201, 202, 204 technochange 237, 239, 241, 242, 247, 295 technofear 223 technological delivery 38 technology push 47, telephone call centres 15 time value of money 27 top down change management 228, 229 top-down governance 247 Total Quality Management (TQM) 104 training budget 42 3 IT 42 4 staff 21 transaction costs 12 trust 213, 229, 230 trust-based rationalism 213 types of organization 279 ubiquitous computing 374 utility computing 2 utilization phase 304 value 38 9 creation of 33 customer 11 from IT 6 7 of investment of ownership 383 of process value acceleration 191 value added, demonstration of value chain analysis see external value chain analysis; internal value chain analysis value linking 191 value network 71, 78 9 value restructuring 191 value shops 77 8 variable costs 189 venture capital 31 VRIN attributes 55 war for talent ways, organizational 58, 120 ways -driven investments worked examples see case studies Workflow Systems 179 Working Time Directive (EU) 124 work-life balance 15, 372 workshops 251 2, 254 activities between 257 facilities 260 first 252, guidance for conducting second Y2K 376

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