A Process-Oriented Framework for Justifying Information Technology Projects in e-Business Environments
提出一个系统动力学方法，通过捕捉业务流程中的交互来评估IT项目的商业效益，并以呼叫中心为例演示如何权衡项目参数和预测收益时机。
Justifying information technology (IT) projects is desirable but challenging. Given the unprecedented level of functional integration in e-business environments, the way to link IT projects to business benefits is by capturing interactions in the business process in which they are embedded. Because the application of IT will alter the physical and information flows of a business process, the benefits of an IT project can be estimated by rigorously representing these flows. A system dynamics approach for this purpose is proposed, and, using a call center application as an example, the way this approach links an IT project to its business benefits is demonstrated. Simulations show how the model can be used to make trade-offs among important project parameters. In addition to linking IT projects to business performance, this approach offers insights into the timing of anticipated benefits.