Many organizations fail to optimize performance because they remain focused on solving yesterday’s problems. For many years, proponents of information technology have promised great benefits to business, typically far in advance of actual products being able to deliver them. Yet when many of these benefits finally are realized, people overlook their significance because they have been hearing about them for so long. In this first decade of the 21st century, we can see this phenomenon in business information. Much time, money and effort has been spent over the past 20 years assembling IT systems that in fact have made it easier to collect information in a coherent, consistent fashion and then use it.

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