Measurement and operationalization of outcome measures at a national accounting firm: integrating survey, interview and archival data

This article presents a framework for the measurement of computerized information systems (CIS) at several levels of objectives (management, work group, individual). It then operationalizes these measures for the implementation of an automated working paper product at a national accounting firm. The comprehensive measurement process described in this article examined both the organizational effects and the effects upon the people using the technology: how it changed their work life, the productivity of the office, or provided other benefits or drawbacks. A detailed illustration is provided that can be used as a framework for the assessment of other system implementations. An unusual aspect of this illustration is the combination of survey data, interview results, and archival data to reach conclusions. Difficulties encountered when combining multiple measures are highlighted. Further development needed, questions and approaches for the use of such multiple measures are raised.