Justifying ECM Investments with the Return on Process Transformation: The Case of an ECM-Driven Transformation of Sales Processes at Hilti Corporation

  • Jan vom BrockeEmail author
  • Christian Sonnenberg
  • Christian Buddendick
Part of the Progress in IS book series (PROIS)


Organizations are faced with an overwhelming amount of content to be captured, organized, and archived efficiently. As a result, enterprise content management (ECM) has emerged as a top business priority. Organizations may choose from a variety of sophisticated ECM systems based on their specific functional requirements. While such a choice must also be justified in terms of economic benefits, the current state of research lacks commonly accepted guidelines and methods for evaluating and justifying ECM system investments. This chapter addresses this lack of methodological support and presents an evaluation approach that is based on the concept of potentials modeling. This approach reports economic benefits by means of financial measures and explicitly takes an organization’s business process structure into account since implementation of an ECM system causes significant changes in work procedures. The feasibility and potential usefulness of this approach is demonstrated at the example of an ECM-driven transformation of sales processes at Hilti Corporation.


  1. Bingi, P., Sharma, M. K., & Godla, J. K. (1999). Critical issues affecting an ERP implementation. Information Systems Management, 16(3), 7–14.CrossRefGoogle Scholar
  2. Brynjolfsson, E. (1993). The productivity paradox of information technology: Review and assessment. Communications of the ACM, 36(12), 66–77.CrossRefGoogle Scholar
  3. Carr, N. (2003). IT doesn’t matter. Harvard Business Review, 81(5), 41–49.Google Scholar
  4. Davamanirajan, P., Kauffman, R. J., Kriebel, C. H., & Mukhopadhyay, T. (2006). Systems design, process performance, and economic outcomes in international banking. Journal of Management Information Systems, 23(2), 65–90.CrossRefGoogle Scholar
  5. Grob, H. L. (1993). Capital budgeting with financial plans: An introduction. Wiesbaden: Gabler.CrossRefGoogle Scholar
  6. Hong, K. K., & Kim, Y. G. (2002). The critical success factors for ERP implementation: An organizational fit perspective. Information & Management, 40(1), 25–40.CrossRefGoogle Scholar
  7. Im, K. S., Dow, K. E., & Grover, V. (2001). Research report: A reexamination of IT investment and the market value of the firm—An event study methodology. Information Systems Research, 12(1), 103–117.CrossRefGoogle Scholar
  8. Jarrar, Y. F., Al-Mudimigh, A., & Zairi, M. (2000). ERP implementation critical success factors: The role and impact of business process management. In Proceedings of the 2000 IEEE International Conference on Management of Innovation and Technology (Vol. 1, pp. 122–127).Google Scholar
  9. Kim, Y., Lee, Z., & Gosain, S. (2005). Impediments to successful ERP implementation process. Business Process Management Journal, 11(2), 158–170.CrossRefGoogle Scholar
  10. Markus, M. L., Axline, S., Petrie, D., & Tanis, S. C. (2000). Learning from adopters’ experiences with ERP: Problems encountered and success achieved. Journal of Information Technology, 15(4), 245–265.CrossRefGoogle Scholar
  11. Melville, N., Kraemer, K., & Gurbaxani, V. (2004). Review: Information technology and organizational performance: An integrative model of IT business value. MIS Quarterly, 28(2), 283–322.Google Scholar
  12. Ohno, T. (1988). Toyota production system: Beyond large-scale production. New York: Productivity Press.Google Scholar
  13. Ray, G., Muhanna, W. A., & Barney, J. B. (2007). The role of shared IT-business understanding. Communications of the ACM, 50(12), 87–91.CrossRefGoogle Scholar
  14. Smith, H. A., & McKeen, J. D. (2003). Developments in practice VIII: Enterprise content management. Communications of the AIS, 11(1), 647–659.Google Scholar
  15. Soh, C., & Markus, M. L. (1995). How IT creates business value: A process theory synthesis. In Proceedings of the 16th International Conference on Information Systems. Amsterdam.Google Scholar
  16. Tyrväinen, P., Päivärinta, T., Salminen, A., & Iivari, J. (2006). Characterizing the evolving research on enterprise content management. European Journal of Information Systems, 15(6), 627–634.CrossRefGoogle Scholar
  17. vom Brocke, J. (2007). Service portfolio measurement. Evaluating financial performance of service-oriented business processes. International Journal of Web Services Research, 4(2), 1–32.Google Scholar
  18. vom Brocke, J., & Grob, H. L. (2011). Profitability of business processes. In J. Becker, M. Kugeler, & M. Rosemann (Eds.), Process management: A guide for the design of business processes (2nd ed., pp. 421–446). Berlin: Springer.Google Scholar
  19. vom Brocke, J., Petry, M., Sinnl, T., Kristensen, B. Ø., & Sonnenberg, C. (2010a). Global processes and data. The culture journey at Hilti corporation. In J. vom Brocke & M. Rosemann (Eds.), Handbook on business process management: Strategic alignment, governance, people and culture (International Handbooks on Information Systems) (Vol. 2, pp. 537–556). Berlin: Springer.Google Scholar
  20. vom Brocke, J., Recker, J., & Mendling, J. (2010b). Value-oriented process modeling: Integrating financial perspectives into business process re-design. Business Process Management Journal, 16(2), 333–356.Google Scholar
  21. vom Brocke, J., Simons, A., & Cleven, A. (2011a). Towards a business process-oriented approach to enterprise content management: The ECM-blueprinting framework. Information Systems and e-Business Management, 9(4), 475–496.CrossRefGoogle Scholar
  22. vom Brocke, J., Sonnenberg, C., & Baumöl, U. (2011b). Linking accounting and process-aware information systems: Towards a generalized information model for process-oriented accounting. In Proceedings of the 19th European Conference on Information Systems. Helsinki.Google Scholar
  23. vom Brocke, J., Sonnenberg, C., Lattemann, C., Stieglitz, S. (2010c). Assessing the total cost of ownership of virtual communities—The case of the berlin stock exchange. In S. Murugesan (Ed.), Handbook of research on Web 2.0, 3.0, and X.0: Technologies, business, and social applications (pp. 699–719). Hershey, PA: IGI Global.Google Scholar
  24. vom Brocke, J., Sonnenberg, C., & Simons, A. (2009). Value-oriented information systems design: The concept of potentials modeling and its application to service-oriented architectures. Business & Information Systems Engineering, 1(3), 223–233.CrossRefGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2014

Authors and Affiliations

  • Jan vom Brocke
    • 1
    Email author
  • Christian Sonnenberg
    • 1
  • Christian Buddendick
    • 2
  1. 1.Institute of Information SystemsUniversity of LiechtensteinVaduzLiechtenstein
  2. 2.Hilti CorporationSchaanLiechtenstein

Personalised recommendations