AN INTEGRATIVE FRAMEWORK FOR MEASURING AND EVALUATING INFORMATION MANAGEMENT PERFORMANCE

With the proliferation of information technologies has come a dire need to measure and evaluate system performance comprehensively. Often, there is a delay in the technology providing an expected “return” on investment. This is due in part because setting expectations based on sensible performance criteria was never done. What is missing is a standardized hierarchy of performance criteria and measures. In this paper, a generalizable framework for understanding, measuring, and evaluating performance within an information-based management system is proposed. This framework provides the researcher with a menu of dependent variables from which to choose for scientific investigation, including developing a deeper understanding of the relationships among performance variables. For the practitioner, measures to evaluate the performance of information-based management systems are made available. © 1997 Elsevier Science Ltd