Table of contents

  1. Front Matter
    Pages i-ix
  2. Ivan F. Jackson
    Pages 1-27
  3. Ivan F. Jackson
    Pages 28-71
  4. Ivan F. Jackson
    Pages 72-91
  5. Ivan F. Jackson
    Pages 133-172
  6. Ivan F. Jackson
    Pages 173-219
  7. Ivan F. Jackson
    Pages 220-262
  8. Ivan F. Jackson
    Pages 263-303
  9. Back Matter
    Pages 304-307

About this book


The central theme of this book is the customer focus. It assumes that if a firm is to be profitable, or even survive in today's competitive environment, it must be responsive to the needs and expectations of its customers. In some case IT can assist a customer directly, in others value will be added to existing services and to other activities in which the organization is engaged.
The book argues that what applies to the organization as a whole also applies to the information systems (IS) function. The customers of an IS department are firstly its corporate clients - business unit managers and services users - and indirectly the organisation's customers.


information information system network performance Service

Authors and affiliations

  • Ivan F. Jackson
    • 1
  1. 1.School of Communications and Information ManagementVictoria University of WellingtonNew Zealand

Bibliographic information

  • DOI
  • Copyright Information Macmillan Publishers Limited 1998
  • Publisher Name Palgrave, London
  • eBook Packages Engineering
  • Print ISBN 978-0-333-72450-7
  • Online ISBN 978-1-349-14703-8
  • Buy this book on publisher's site