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| Author: | Mukhopadhyay, T. Rajiv, S. Srinivasan, K. |
| Title: | Information technology impact on process output and quality |
| Journal: | Management Science
1997 : DEC, VOL. 43:12, p. 1645-1659 |
| Index terms: | MANAGEMENT QUALITY INFORMATION TECHNOLOGY |
| Language: | eng |
| Abstract: | The work represents one of the first attempts to assess the impact of IT (information technology) on both process output and quality. The authors examine the optical character recognition and barcode sorting technologies in the mail sorting process at the United States Postal Service. The analysis is at the application level, and thus does not involve the aggregation of IT impact over multiple processes. The authors use data from 46 mail processing centres over 3 years to study the IT impact. |
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