Information technology and white-collar productivity
分析了信息技术未能显著提升白领生产力的原因，指出应关注服务客户的有效性而非单纯降本增产，并介绍了流程管理方法以改善内部客户关系和行政系统。
Executive Overview Despite the hype and fanfare that has accompanied the introduction of the latest information technology, white-collar productivity has not shown appreciable improvement. This article addresses some of the main reasons for this and offers suggestions on how information technology may be used to improve organizational performance. Particular attention is paid to the differences between white-collar and blue-collar work and the problems inherent in the current definition of white-collar productivity. Improved effectiveness in serving internal and external customers is a better basis for judging most white-collar work and that too much emphasis on lowering costs and increasing output may prove counterproductive. A method called process management is described which can enhance internal customer relationships and improve the administrative systems on which an organization depends.