IT Benefits Realisation Stages: CRM Project at Australian University

This presentation provides a detailed overview of IT benefits realization, focusing on the ex-ante, realization, and ex-post stages. It uses a case study of an Australian University's CRM project to illustrate these stages and their associated difficulties. The presentation outlines how to effectively realize the benefits of IT investments by setting value return targets, focusing on risk-adjusted returns, and defining and quantifying expected benefits. Recommendations for CRM implementation include strategic alignment, operational understanding, competent practitioners, system training, and process alignment with incentives. The conclusion emphasizes the importance of accurate benefits anticipation and consistent tracking for demonstrable value achievement, highlighting the use of graphs for monitoring post-implementation progress. This resource is ideal for students seeking to understand IT benefits realization in a practical context.

IT BENEFITS
REALISATION
Your name
School-Affiliated

INTRODUCTION
 The process of organizing and managing in order to
increase the benefits of the organizational
management is called IT benefit realization.
 This presentation is based on the case study on
Australian University Turns Around
 A detailed discussion based on the different stages
of IT benefits and realization will be carried on.

EXANTE STAGE
 This is the initial stage
 It involves the provision of the strategic
information.
 At this stage, the courses of the project can
be greatly influenced.
 This initial assessment stage aims at
identifying the alternative approach.

DIFFICULTY WITH EXANTE STAGE
 The exante evaluation is based on inadequate
information.
 In this stage, much of the assumptions that are
considered are fewer
 The facts concerning the IT investment are not
yet available.
 The stage is yoked by the historical
foundations, interpretations and the facts.

REALIZATION STAGE
 This is the stage that comes between
exante stage and the expost stage.
 at this stage there is streamlining of
outcomes of the exante stage.
 In this stage, all the content used in a
product of the exante stage and putting
them into practice.
 This stage involves the use of the resources
in the organization and bringing them
together.
 This stage is dependent on the quality of
the initial stage and projects its results to
the expost stage.

DIFFICULTIES WITH REALIZATION STAGE
 This stage brings to action the results of the
exante stage.
 It means that if there were inconsistencies
and inaccuracies in the first stage.
 This stage does not offer the room for
changes to be made in this stage.

EXPOST STAGE
 The expost stage is also known as the actual
investment
 It is undertaken in the operations phase of the IT
investment implementation phase.
 It provides the learning information.
 The ex-post stage is different from exante stage.
 The objective of this stage is initially important in
the assessment of the learned lessons that are
being undertaken.

THE DIFFICULTY WITH EXPOST STAGE
 The expost results are not suitable in the long
term performance benchmark analysis.
 The expost analysis is used in gauging the
investment portfolio performance based on
the correlation factors that are numerous.
 The expost stage may not work well for IT
investments that are projected to take long
periods of time.

HOW TO REALIZE THE BENEFITS OF IT
 Set the target of value return in most of the
organizations.
 The decisions that are hard must be made in
accordance with the projects selected to be
approved and those declined.
 The process of making decisions needs to be
subjective, politically uncertain and not reliable on
completely,
 The process of making decisions must be
complete, objective and analytic.

HOW TO REALIZE THE BENEFITS OF IT
CONT’
 Focus on the risk-adjusted returns.
 Hurdle rate helps in the determination of the
investments at the different levels of the risks.
 If a consistent method is provided and established for
the reduction and classification of risks, the
methodology of hurdle rate will help in the consistent
rules.
 Consistent rules are applied in measurement and
comparison with the IT expected returns.

HOW TO REALIZE THE BENEFITS OF IT
CONT’
 Define and quantify expected benefits
 Any complete business case for an IT-related
investment must have a well-articulated business
defined benefit.
 The benefits must either be direct benefits or
indirect benefits.

CRM RECOMMENDATION ON HOW TO REALIZE
THE BENEFITS OF IT
 The IT must have a strategic focus towards meeting the
organizational goals.
 The operations team must have less distractions and a good
understanding on how to best use the technology.
 The roles and responsibilities must be allocated to competent
practitioners.
 System training and creation of awareness is important for
the users to understand how to apply the technological
advancements.
 The technology must be aligned to the processes of the
organization with sufficient incentives for effective changes

CONCLUSION
 The accuracy of the benefits anticipation is very important to in the
actual demonstration of the value achievement.
 The demonstrable achievements in organizations must be very
precise and consistent.
 In the organizations that have no reliable expost process of tracking
the benefits and the accountabilities, the system of feedback and the
processed of learning their processes are imprecise and inconsistent.
 As a way of monitoring the post-implementation, it is of great
essence to use graphs in comparing the information that is original
with an expectation of the final results.
 This at a glance will show the extent with which the organization’s
original expectations were met or not.

REFERENCES
 Gartner. (2011). Case Study: Australian University
Turns Around CRM Project to Improve Customer
Experiences.
 Arid, S. (2004). NATURAL RESOURCES SYSTEMS
PROGRAMME PROJECT REPORT1.
 Nabegu, A. B., & Mustapha, A. (2014). Journal of
Environments. Journal of Environments, 1(1), 15-
20.
 Christensen, T. (2017). Ex Ante Project Evaluation
and the Complexity of Early Decision-Making.
 Bull, C., (2003). Strategic issues in customer
relationship management (CRM)
implementation. Business process management