Investments in information technology (IT) are large and growing and require management attention. This study investigated processes associated with IT benefit management (ITBM) to realise benefits during the development of a new system, to retrofit ITBM processes against an existing system, and...

Purpose – The need to measure organisational effectiveness has become increasingly accepted. Performance measurements can readily be developed but need to be further defined as performance metrics. The paper's aim is to show how the use of the decomposition technique enables the development of...

Purpose – The aim of this paper is to benchmark the quality of web sites of major public accounting (PA) firms by seeking the opinions of potential clients and analysing the data to establish best quality practice for PA web sites. Design/methodology/approach – The study was conducted in a...