Measuring implementation outcome: beyond success and failure

This paper proposes a framework for measuring the impact of a computer-based application in an organization. Recognizing the complexity of the implementation process, the framework is multi-dimensional: it seeks to measure the outcome of an implementation effort on both the people and tasks affected as separate from user's definition of “success”. The framework can be used to support either the quantitative or case study methodologies used in implementation research. Finally, the authors describe a field test of the framework to demonstrate its usefulness in an organizational setting.