The Quick Response (QR) program is a hierarchical suite of information technologies (IT) and applications designed to improve the performance of retailers. Consultants advise retailers to adopt the program wholesale, implying that more and higher levels of technology are better than less technology and lower levels. Academicians, on the other hand, argue that good technology is “appropriate” technology. That is firms should adopt only those technologies that suit the specific strategic directions pursued by the firm. Who is right? Which approach to investing in IT yields better performance results? Surprisingly, this cross-sectional survey of 80 specialty retailers found more support for the practitioners' claims than for the academicians'. Adoption of the QR program at a minimal level was associated with higher performance, although there was no performance impact due to higher levels of QR use. Firms did appear to match their IT usage to their business strategies, but there was no linkage between strategic alignment and firm performance, and there was surprisingly little variation in business or IT strategy. In short, the findings of our study suggest that both practitioners and academicians need to refine their theories and advice about what makes IT investments pay off.

Agile manufacturing, fast-response micromarketing, and the rise of the virtual organization have led managers to focus on cross-functional business processes that link various divisions and organizations. These processes may be realized as one or more workflows, each of which is an instantiation of a process under certain conditions. Because an ability to adapt processes to workflow conditions is essential for organizational responsiveness, identifying and analyzing significant workflows is an important activity for managers, organization designers, and information systems specialists. A variety of software systems have been developed to aid in the structuring and implementation of workflow systems, but they are mostly visualization tools with few analytical capabilities. For example, they do not allow their users to easily determine which information elements are needed to compute other information elements, whether certain tasks depend on other tasks, and how resource availability affects information and tasks. Analyses of this type can be performed by inspection, but this gives rise to the possibility of error, especially in large systems. In this paper, we show how a mathematical construct called a metagraph can be used to represent workflows, so that such questions can be addressed through formal operations, leading to more effective design of organizational processes.