A multi-method study of the IS impact of SAP in a large organization

The latest Gartner report states that in 2012, the figure for global Information Technology (IT) spending amounted to US $3.6 trillion and a predicted $3.8 trillion in 2013. Achieving an effective measure of IS success and impact of information systems has been a goal for information systems researchers for decades.  Numerous methods exist for measuring the quality, value and impact of information systems in organizations, including benchmarking, ISO standards, and user surveys. However, typically, often due to restricted access to data, researchers only use one type of measure.  This study uses a single-organization case study investigating measures of the quality, value and impact of the SAP system in the largest telecommunications organization in New Zealand, using and comparing a range of methods and perspectives. The researcher also evaluates the best possible measures for organizations to adopt by comparing multiple methods.