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Title:
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ICEBERGS DRIFTING APART? CUSTOMER STRATEGIES AFFECTING SYSTEMS DEVELOPMENT AND INFORMATION MANAGEMENT |
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Author(s):
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Hakan P. Sundberg , Patrik Wallin |
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ISBN:
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972-8939-03-5 |
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Editors:
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Pedro Isaías, Piet Kommers and Maggie McPherson |
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Year:
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2005 |
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Edition:
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Single |
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Keywords:
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Systems development, Information management. |
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Type:
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Short Paper |
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First Page:
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619 |
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Last Page:
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624 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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This paper focuses upon the how the information and IT strategies and processes have to integrate with the e-service processes. A model consisting of three parts: IT strategy, information resources strategy part and customer/e-services strategy is presented. It is stressed that in order to develop cost effective and efficient e-services this trinity approach is needed. The development of new information and communication technologies and of new organisational forms reinforces that information management, here exemplified with electronic records management, and must be an integrated part of the development of e-services in any organisation. The customer strategies point the organisation in a direction where there is a need for a tighter integration between IT and customer-close activities, putting focus on the processes. Further, the role of IT is to provide an infrastructure; a platform upon which services and processes can be based. Based on the concept of a platform and modules, systems development projects can be made smaller and manageable. The trinity relation, and the order of dependencies, can also be found in the Balanced Scorecard, adding the perspectives of processes, finance and measurement. The cause-effects of the Balanced Scorecard show that IT can take a proactive role supporting processes and customer relations and, in the end, show financial rewards. |
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