Towards a framework for evaluating the business process performance of e-business investments

Much business process innovation is being driven through development of e-commerce applications. But e-business requires considerable financial investment, the justification and evaluation of which requires some kind of performance measurement system. This paper reports research into the development of performance measurement in e-business order fulfilment and delivery processes. A series of case organisations have been used to develop a framework for understanding e-commerce performance, and to explore the range of specific measures organisations are currently using within this context.