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Information Worker Productivity and Quality - the bugbear of the IT department today - is not agreed upon, and it is challenged on every front. Key books and papers of late have averred that if the Productivity Paradox has been fixed, then we now have a situation where no differential gain from IT processes and tools can be garnered, so we might as well concede the point. Patently false, but what we lack is a set of valid metrics to demonstrate the value of our expenditures. This paper describes a selection, adoption, and evaluation structure that the author has used for software tools in a variety of companies over the past fifteen years. The lessons that emerge are quite useful for IT groups who seek to build truly valuable and utilized environments today.
Date of Conference: 03-06 Jan. 2005