Using performance measurement models for benefit realization with enterprise systems: The Queensland Government approach (Case Study)

摘要

A range of influences, technical and organizational, has encouraged the wide spread adaption of EnterpriseudSystems (ES). Nevertheless, there is a growing consensus that Enterprise Systems have in the many casesudfailed to provide the expected benefits to organizations. This paper presents ongoing research, whichudanalyzes the benefits realization approach of the Queensland Government. This approach applies a modifiedudBalance Scorecard. First, history and background of Queensland Government’s Enterprise Systems initiativeudis introduced. Second, the most common reasons for ES under performance are related. Third, relevantudperformance measurement models and the Balanced Scorecard in particular are discussed. Finally, theudQueensland Government initiative is evaluated in light of this overview of current work in the area. In theudcurrent and future work, the authors aim to use their active involvement in Queensland Government’sudbenefits realization initiative for an Action Research based project investigating the appropriateness of theudBalanced Scorecard for the purposes of Enterprise Systems benefits realization.