The value of information technology: A case study and a framework

  • G. J. van der Pijl
  • H. T. M. van der Zee
  • P. M. A. Ribbers
Conference paper


Over the past years, many attempts have been made to measure the value of IT according to a variety of criteria. In 1993 Brynjolfsson summarized the principal studies of IT and productivity1. He concluded that: “The relationship between information technology and productivity - the fundamental economic measure of a technology’s contribution - is widely discussed but little understood. The general unease and the blurred discussion about the determination of benefits of IT confirm the need for better measurement, frameworks, and tools, to assess and monitor its value. In this paper we describe how the value of information technology was measured at ANWB, The Royal Dutch Touring Club. The case described demonstrates that the value of IT for an enterprise can not be expressed in a single measure. Measurements at different levels have to take place in order to get a clear picture. In the second part of the paper we demonstrate how measurement on different levels can be applied systematically by using the BtripleE framework. The paper is based on the doctoral dissertation of van der Zee2 that was written under the guidance of Ribbers and van der Pijl.


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Brynjolfsson, E. (1993), “The Productivity Paradox of Information Technology,” Communications of the ACM, December, vol 36, nbr 12, 67–77Google Scholar
  2. 2.
    Zee, H.T.M. van der (1996), In search of the value of information technology, doctoral dissertation, Tilburg University Press, TilburgGoogle Scholar
  3. 3.
    Henderson, J.C. and N. Venkatraman(1993), “Strategic Alignment: Leveraging information technology for transforming organizations”, IBM Systems Journal, vol 32, nbr 1, 4–15Google Scholar
  4. 4.
    Kaplan, R.S and D.P. Norton (1992), “The Balanced Scorecard-Measures that Drive Performance,” Harvard Business Review, January-February, 71–79.Google Scholar
  5. 5.
    See van der Zee (note 1) for a more elaborate discussion of the measures usedGoogle Scholar
  6. 6.
    Stoner, J.A.F. and C. Wankel (1986), Management. Englewood Cliffs, N.J.: Prentice-Hall.Google Scholar
  7. 7.
    Rockart, J.F. (1979), Chief executives determine their own data needs, Harvard Business review, March-April, 81–93Google Scholar
  8. 8.
    Van der Pijl, G.J. (1993), Kwaliteit van Informatie in Theorie en Praktijk, Doctoral dissertation Catholic University of Brabant, Tilburg.Google Scholar

Copyright information

© Springer-Verlag/Wien 1997

Authors and Affiliations

  • G. J. van der Pijl
    • 1
  • H. T. M. van der Zee
    • 1
  • P. M. A. Ribbers
    • 1
  1. 1.Tilburg UniversityNolan NortonNetherlands

Personalised recommendations