Investments in service-sector technology have perhaps been less carefully monitored than have those in manufacturing sector technology. This paper analyzes the reasons for service-sector technology’s sometime disappointing performance and proposes a systematic approach to technology investment planning and implementation.
1. Multiple Input Productivity Indexes (Houston: American Productivity & Quality Center, December 1988).
2. "Annual IS Survey," Datamation, 1977–1987.
3. U.S. Department of Commerce, Bureau of Economic Analysis, Survey of Current Business, July 1988, July 1984, Special Supplement, July 1981;
U.S. Department of Commerce, Bureau of Economic Analysis, Business Statistics 1986: A Supplement to tbe Survey of Current Business;
U.S. Department of Commerce, Bureau of Economic Analysis, Tbe National Income and Product Accounts of tbe United States, 1929–1976, Statistical Tables, September 1981.
4. Council of Economic Advisers, Economic Report of tbe President, January 1989.
5. S.S. Roach, "Information Economy Comes of Age," Information Management Review, September 1985. Supplemented by Booz, Allen & Hamilton interview with representative of the Federal Reserve System.
7. Based upon the author's experience shopping for shoes at the Florsheim Shoe Shop, Belden Village Mall, North Canton, Ohio.
8. National Operations and Automation Survey (Washington, DC: American Bankers Association, 1986).
9. R. Lane and R. Hall, "Elusive Returns—Managing Information Technology Investments," Booz, Allen & Hamilton, Information Technology Viewpoint, 1987.
The author wishes to thank Mark W. Henneman and Elizabeth E. Brumbaugh for their assistance.