“Assessing the value of information technology (IT) has never been easy. Delayed benefits, unintended uses, business changes, and hidden support costs inhibit meaningful evaluation of individual TT investments. This was true when most investments were focused on the support of a single business process or functional area. It is even more true as business executives ponder implementations of shared technologies like data warehouses and networks, replacement of large legacy systems, and reskilling of the IT staff. Although firms introduce some systems to reduce costs and can evaluate them in terms of their success in doing so, they want many IT initiatives to support a firm's objectives. The value of these initiatives rest in their contributions to a firm's competitiveness, which is often non quantifiable and uncertain.”

—  Jeanne W. Ross

Jeanne W. Ross, Cynthia Mathis Beath, and Dale L. Goodhue (1996). " Develop long-term competitiveness through IT assets http://layoftheland.net/archive/web/mis-575/course_docs/topic_4/ross.beath.goodhue.ITassets.pdf." Sloan management review Vol 38 (1). p. 31.

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American computer scientist 1958

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