Contents -- About the Author -- List of Abbreviations -- Introduction -- Part I The Problem With ROI -- Chapter 1 Hard Benefits Are Hard to Find -- Chapter 2 The Complex World of Computers -- Part II Towards a New Framework -- Chapter 3 The Value of Information Systems -- Chapter 4 Organisational Complexity -- Chapter 5 The Change Dimension -- Chapter 6 The Context of Competitive Pressure -- Part III Applying the Frameworkto IT Projects -- Chapter 7 Improving the Way aBusiness Works -- Chapter 8 Re-shaping the BusinessLandscape -- Chapter 9 Big Bang: ERP and OtherMega-projects -- Chapter 10 Building and Maintaining the Platform -- Part IV Making Better IT Investment Decisions -- Chapter 11 A Pragmatic Alternative to ROI -- Chapter 12 Insights and Implications -- Conclusions -- Notes -- Index.