It’s a Monday morning in the year 2000. Executive Joanne Smith gets in her car and voice activates her remote telecommunications access workstation. She requests all voice and mail messages, open and pending, as well as her schedule for the day. Her workstation consolidates the items from home and office databases, and her “message ordering [...]

Over the last decade, general managers who report to functional areas other than information systems — “line managers” — have increasingly gained information technology (IT) management responsibilities.1 Perhaps the single most important factor underlying this dispersion is an increased need for line managers to manage interdependencies within and external to the firm in light of [...]

The costs of ensuring good quality and recovering from poor quality have often been found to total 25 percent to 30 percent of sales revenue. No wonder cost of quality (COQ) programs are attractive to senior managers. Kaplan defines such a program in a manufacturing context as “a financial, systemwide measure of the costs associated [...]