Page 172 - DMGT302_FUNDAMENTALS_OF_PROJECT_MANAGEMENT

Unit 10: Managing E-business Projects

Multi-criteria methods may solve this problem because they account for tangibles as well as for Notes
intangible impacts (Berghout and Renkema). One of the best known multi-criteria methods is
Information Economics (Parker). This method uses an extended form of the ROI, which includes an
assessment of intangible elements. The greatest weakness of this technique is the fact that it is a
scoring technique with the difficulty that one has to agree on scores (Robson). The solution for our
measurement problem seems to be the in the 90’s developed balanced scorecard which is a
measurement system that also takes into account intangible elements. Moreover, it enables
businesses to drive their E-business strategies based on measurement and follow up. Within an IT
scorecard, we certainly will have some contribution measures regarding E-business projects, but
within the E-business scorecard we will have more detailed and in-depth E-business projects
measures that will allow us to monitor and manage these emerging projects. Similar to Rosemann
who applies the BSC to ERP (Enterprise Resource Planning) projects, the scorecard concepts are
applied to another type of projects, in casu E-business projects. In Table 10.1 a generic E-business
balanced scorecard is proposed. The Customer Orientation perspective represents the evaluation
of the consumer and business clients of the web site and in this way also the supporting back office
systems. The Operational Excellence perspective represents the E-business processes employed to
deliver the demanded services and the E-business applications. The Future Orientation perspective
represents the human and technology resources needed by the E-business project to deliver its
services over time.
The Business Contribution perspective captures the business value created from the E-business
investments. In building this generic E-business scorecard, performance measures defined in
Van Grembergen and Saull, Rosemann and Chaffey et al. are integrated into this scorecard.
Table 10.1: Generic E-business Balanced Scorecard

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