Identifying the information requirements to deliver quality service

Asserts that defining information requirements is perhaps the most neglected aspect of the information management process. One explanation is that the high costs of implementing information technology generally focuses management′s attention on the technology (hardware and software) and pre‐empts discussion of issues concerned with the information itself. Contends that, because of the failure to focus on information issues, few organizations know what information they have or need. Identifies the information requirements needed to deliver quality service in high customer‐contact businesses. Analyses the service‐delivery process into input, process and output stages, and specifies the information requirements for each stage. Gives numerous examples from leading service‐sector firms to show how information technology can be used to dramatically improve service quality.