Preface   — ix

Foreword   — xi

Acknowledgments   — xv

Introduction   — xvii

PART 1: The Concept of Value-added Benefits   — 1

1. Information Systems, Productivity, and Success   — 3

2. The Emerging Understanding of Value-added   — 17

PART 2: Evidence (and Ideas)   — 43

3. Selling   — 47

4. Marketing   — 75

5. Operations   — 103

6. People Management   — 127

7. Finance   — 153

8. Getting New Products to Market   — 181

9. Winning Negotiations   — 205

PART 3: The Leading Edge   — 223

10. Executive Use of Information Tools   — 225

11. Augmented Meeting Support   — 253

PART 4: Implementation Methodologies   — 281

12. Planning for Strategic Systems   — 283

13. Value-added Needs Assessment   — 307

14. Measuring Value-added Benefits   — 327

15. Adopting the Value-added Perspective   — 353

APPENDIX A: Value-added Needs Assessment Interview Guide   — 363

APPENDIX B: Value-added Measurement Interview Guide   — 365

APPENDIX C: Expected Values   — 369

APPENDIX D: Glossary   — 373

Industry Index   — 397

Tools Index   — 399

Keyword Index   — 401

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