Title: Towards a framework for evaluating the business process performance of e-business investments

Authors: Matthew Hinton, David Barnes

Addresses: Lecturer in Information and Knowledge Management, Open University, Business School, Walton Hall, Milton Keynes, MK7 6AA, UK. ' School of Management, Royal Holloway, University of London, Egham, Surrey, TW20 0EX, UK

Abstract: Much business process innovation is being driven through development of e-commerce applications. But e-business requires considerable financial investment, the justification and evaluation of which requires some kind of performance measurement system. This paper reports research into the development of performance measurement in e-business order fulfilment and delivery processes. A series of case organisations have been used to develop a framework for understanding e-commerce performance, and to explore the range of specific measures organisations are currently using within this context.

Keywords: performance measurement; performance evaluation; electronic commerce; business processes innovation; e-commerce; e-business; electronic business; order fulfilment; order delivery; case studies; investment evaluation; investment justification.

DOI: 10.1504/IJBPM.2005.006245

International Journal of Business Performance Management, 2005 Vol.7 No.1, pp.87 - 99

Published online: 07 Feb 2005 *

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