{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,20]],"date-time":"2026-03-20T00:14:29Z","timestamp":1773965669960,"version":"3.50.1"},"reference-count":53,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2010,2,9]],"date-time":"2010-02-09T00:00:00Z","timestamp":1265673600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,2,9]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to present organizational competencies for gaining information technology (IT) benefits within organizations. Following the analysis of 16 in\u2010depth case studies, a set of six high level, fundamental competencies and 17 facilitating competencies are identified. A framework for orchestrating the organizational competencies is also presented. The results of this research would be useful to academics in developing measures for assessing the level of organizational competence and for practitioners in identifying and nurturing competencies for organizational benefits realization.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>The methodology involved two phases. Phase 1 entailed conducting 16 extensive case studies. Case study methodology employed follows guidelines provided by Yin and Benbasat <jats:italic>et al.<\/jats:italic> Case studies are a suitable means to collect the data since the notion of competencies in delivering IT benefits has not been well understood in the literature. By analyzing and understanding the particular situation and factors in each organization in an in\u2010depth manner, the paper develops a sound interpretation of the abilities that organizations need to have in place to deliver IT benefits.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>In order to gain business benefits from IT investments, organizations must develop competencies to exploit IT. These competencies involve individual skills and organizational processes that enable those skills to be effectively applied. This paper identifies 23 competencies categorized into fundamental and facilitating competencies that firms need to have in place if IT services are to be delivered adequately and business benefits achieved. Also developed is a network of competences based on the data collected in the 16 cases studied.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>Like any research, this paper has its limitations. Given the qualitative and interpretive nature of the research, a lot of assertions are interpretations of the authors. While in the literature, this has been argued as a valid way to undertake research, clearly there are biases that creep into the research.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>The model of competencies presented forms a good basis for enterprises to fine\u2010tune their abilities for harnessing IT.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>While management researchers have been researching the notion of organizational competence for a while, it has not been well considered in the information systems arena; it is felt that this research makes a positive contribution to that effect.<\/jats:p><\/jats:sec>","DOI":"10.1108\/14637151011017921","type":"journal-article","created":{"date-parts":[[2010,2,6]],"date-time":"2010-02-06T07:05:12Z","timestamp":1265439912000},"page":"5-28","source":"Crossref","is-referenced-by-count":9,"title":["Are we really competent?"],"prefix":"10.1108","volume":"16","author":[{"given":"M\u00e1rio","family":"Caldeira","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Gurpreet","family":"Dhillon","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022021320022145900_b1","unstructured":"Argyris, C. and Sch\u00f6n, D. (1978), Organizational Learning: A Theory of Action Perspective, Addison\u2010Wesley, Reading, MA."},{"key":"key2022021320022145900_b2","doi-asserted-by":"crossref","unstructured":"Barney, J. (1991), \u201cFirm resources and sustainable competitive advantage\u201d, Journal of Management, Vol. 17 No. 1, pp. 99\u2010120.","DOI":"10.1177\/014920639101700108"},{"key":"key2022021320022145900_b3","doi-asserted-by":"crossref","unstructured":"Bassellier, G., Reich, B.H. and Benbasat, I. (2001), \u201cInformation technology competence of managers, a definition and research model\u201d, Journal of Management Information Systems, Vol. 17 No. 4, pp. 159\u201082.","DOI":"10.1080\/07421222.2001.11045660"},{"key":"key2022021320022145900_b4","doi-asserted-by":"crossref","unstructured":"Benbasat, I., Goldstein, D.K. and Mead, M. (1987), \u201cThe case research strategy in studies of information systems\u201d, MIS Quarterly, September, pp. 369\u201086.","DOI":"10.2307\/248684"},{"key":"key2022021320022145900_b5","doi-asserted-by":"crossref","unstructured":"Bharadwaj, A.S. (2000), \u201cA resource\u2010based perspective on information technology capability and firm performance: an empirical investigation\u201d, MIS Quarterly, Vol. 24 No. 1, pp. 169\u201096.","DOI":"10.2307\/3250983"},{"key":"key2022021320022145900_b6","doi-asserted-by":"crossref","unstructured":"Bhatt, G. and Grover, V. (2005), \u201cTypes of information technology capabilities and their role in competitive advantage: an empirical study\u201d, Journal of Management Information Systems, Vol. 22 No. 2, pp. 253\u201077.","DOI":"10.1080\/07421222.2005.11045844"},{"key":"key2022021320022145900_b7","unstructured":"Boyatzis, R. (1982), The Competent Manager: A Model for Effective Performance, Wiley, New York, NY."},{"key":"key2022021320022145900_b9","unstructured":"Caldeira, M. and Pedron, C. (2007), \u201cWhy CRM doesn't work \u2013 an enterprise architecture perspective\u201d, Proceedings of the 4th International Conference on Enterprise Systems, Accounting and Logistics, Corfu, Greece, July 9\u201010 (published on CD)."},{"key":"key2022021320022145900_b10","doi-asserted-by":"crossref","unstructured":"Caldeira, M. and Ward, J. (2002), \u201cUnderstanding the successful adoption and use of IS\/IT in SMEs \u2013 an explanation from Portuguese manufacturing industries\u201d, Information Systems Journal, Vol. 12 No. 2, pp. 121\u201052.","DOI":"10.1046\/j.1365-2575.2002.00119.x"},{"key":"key2022021320022145900_b11","doi-asserted-by":"crossref","unstructured":"Caldeira, M. and Ward, J. (2003), \u201cUsing resource\u2010based theory to interpret the successful adoption and use of information systems and technology in manufacturing small and medium\u2010sized enterprises\u201d, European Journal of Information Systems, Vol. 12 No. 2, pp. 127\u201041.","DOI":"10.1057\/palgrave.ejis.3000454"},{"key":"key2022021320022145900_b8","unstructured":"Caldeira, M., Cragg, P. and Ward, J. (2006), \u201cInformation systems competencies in SMEs\u201d, Proceedings of the United Kingdom Academy for Information Systems (UKAIS) Conference 2006, University of Gloucestershire, Cheltenham, UK (published on CD)."},{"key":"key2022021320022145900_b12","doi-asserted-by":"crossref","unstructured":"DeLone, W. and McLean, E. (1992), \u201cInformation systems success: the quest for the dependent variable\u201d, Information Systems Research, Vol. 3 No. 1, pp. 60\u201095.","DOI":"10.1287\/isre.3.1.60"},{"key":"key2022021320022145900_b13","doi-asserted-by":"crossref","unstructured":"DeLone, W. and McLean, E. (2003), \u201cThe DeLone and McLean model of information systems success: a ten year update\u201d, Journal of Management Information Systems, Vol. 19 No. 4, pp. 9\u201030.","DOI":"10.1080\/07421222.2003.11045748"},{"key":"key2022021320022145900_b14","doi-asserted-by":"crossref","unstructured":"Dhillon, G. (2005), \u201cGetting benefits for IS\/IT implementation: interpretations from case studies\u201d, International Journal of Information Management, Vol. 25 No. 6, pp. 502\u201015.","DOI":"10.1016\/j.ijinfomgt.2005.08.004"},{"key":"key2022021320022145900_b15","doi-asserted-by":"crossref","unstructured":"Dhillon, G. (2008), \u201cOrganisational competence for harnessing IT: a case study\u201d, Information & Management, Vol. 45 No. 5, pp. 297\u2010303.","DOI":"10.1016\/j.im.2008.01.008"},{"key":"key2022021320022145900_b16","doi-asserted-by":"crossref","unstructured":"Dhillon, G. and Fabian, F. (2005), \u201cA fractal perspective on competencies necessary for managing information systems\u201d, International Journal of Technology Management, Vol. 31 Nos 1\/2, pp. 129\u201039.","DOI":"10.1504\/IJTM.2005.006627"},{"key":"key2022021320022145900_b17","unstructured":"Dhillon, G. and Lee, J. (2000), \u201cValue assessment of IT service provision within organizations\u201d, paper presented at Thirteenth International Conference on Information Systems (ICIS), Brisbane."},{"key":"key2022021320022145900_b18","unstructured":"Emory, C. and Cooper, D. (1991), Business Research Methods, Irwin, Boston, MA."},{"key":"key2022021320022145900_b19","unstructured":"Feeny, D. and Willcocks, L. (1998a), \u201cCore IS capabilities for exploiting information technology\u201d, Sloan Management Review, Vol. 39 No. 3, pp. 9\u201021."},{"key":"key2022021320022145900_b20","doi-asserted-by":"crossref","unstructured":"Feeny, D. and Willcocks, L. (1998b), \u201cRe\u2010designing the IS function around core capabilities\u201d, Long Range Planning, Vol. 31 No. 3, pp. 354\u201067.","DOI":"10.1016\/S0024-6301(98)80003-4"},{"key":"key2022021320022145900_b21","unstructured":"Hamel, G. and Prahalad, C. (1996), Competing for the Future, paperback ed., Harvard Business School Press, Boston, MA."},{"key":"key2022021320022145900_b22","unstructured":"Keeney, R. (1994), \u201cCreativity in decision making with value\u2010focused thinking\u201d, Sloan Management Review, Vol. 35 No. 4, pp. 33\u201041."},{"key":"key2022021320022145900_b23","doi-asserted-by":"crossref","unstructured":"Kim, Y. and Everest, G. (1994), \u201cBuilding an IS architecture: collective wisdom from the field\u201d, Information & Management, Vol. 26, pp. 1\u201011.","DOI":"10.1016\/0378-7206(94)90002-7"},{"key":"key2022021320022145900_b24","unstructured":"Lankhorst, M. et al. (2005), Enterprise Architecture at Work: Modeling, Communication and Analysis, Springer, Berlin."},{"key":"key2022021320022145900_b27","doi-asserted-by":"crossref","unstructured":"McGrath, R.G., MacMillan, I.C. and Venkataraman, S. (1995), \u201cDefining and developing competence: a strategic process paradigm\u201d, Strategic Management Journal, Vol. 16 No. 4, pp. 251\u201075.","DOI":"10.1002\/smj.4250160402"},{"key":"key2022021320022145900_b25","unstructured":"Mahoney, J.T. and Sanchez, R. (1997), \u201cCompetence theory building: reconnecting management research and management practice\u201d, in Heene, A. and Sanchez, R. (Eds), Competence\u2010based Strategic Management, Wiley, Chichester."},{"key":"key2022021320022145900_b26","doi-asserted-by":"crossref","unstructured":"Mata, F., Fuerst, W. and Barney, J. (1995), \u201cInformation technology and sustained competitive advantage: a resource\u2010based analysis\u201d, MIS Quarterly, Vol. 19 No. 4, pp. 487\u2010505.","DOI":"10.2307\/249630"},{"key":"key2022021320022145900_b28","unstructured":"Miles, M. and Huberman, A. (1994), Qualitative Data Analysis, 2nd ed., Sage, Thousand Oaks, CA."},{"key":"key2022021320022145900_b29","doi-asserted-by":"crossref","unstructured":"Oh, W. and Pinsonneault, A. (2007), \u201cOn the assessment of the strategic value of information technologies: conceptual and analytical approaches\u201d, MIS Quarterly, Vol. 31 No. 2, pp. 239\u201065.","DOI":"10.2307\/25148790"},{"key":"key2022021320022145900_b30","unstructured":"Orton, J.D. and Dhillon, G. (2006), \u201cMacro\u2010strategic, meso\u2010strategic, and micro\u2010strategic leadership processes in loosely coupled networks\u201d, in Graen, G.B. and Graen, J.A. (Eds), Sharing Network Leadership. LMX Leadership: The Series, Vol. 4, Information Age Publishing, Greenwich, CT."},{"key":"key2022021320022145900_b31","unstructured":"Patton, M. (1987), How to Use Qualitative Methods in Evaluation, Sage, Newbury Park, CA."},{"key":"key2022021320022145900_b32","doi-asserted-by":"crossref","unstructured":"Peppard, J. and Ward, J. (2004), \u201cBeyond strategic information systems: towards an IS capability\u201d, Journal of Strategic Information Systems, Vol. 13, pp. 167\u201094.","DOI":"10.1016\/j.jsis.2004.02.002"},{"key":"key2022021320022145900_b33","doi-asserted-by":"crossref","unstructured":"Peppard, J., Lambert, R. and Edwards, C. (2002), \u201cWhose job it is anyway? Organizational information competencies for value creation\u201d, Information Systems Journal, Vol. 10 No. 4, pp. 291\u2010322.","DOI":"10.1046\/j.1365-2575.2000.00089.x"},{"key":"key2022021320022145900_b34","doi-asserted-by":"crossref","unstructured":"Philip, G. (2007), \u201cIS strategic planning for operational efficiency\u201d, Information Systems Management, Vol. 24, pp. 247\u201064.","DOI":"10.1080\/10580530701404504"},{"key":"key2022021320022145900_b35","doi-asserted-by":"crossref","unstructured":"Ragowsky, A., Stern, M. and Adams, D. (2000), \u201cRelating benefits from using IS to an organization's operating characteristics: interpreting results from two countries\u201d, Journal of Management Information Systems, Vol. 16 No. 4, pp. 175\u201094.","DOI":"10.1080\/07421222.2000.11518270"},{"key":"key2022021320022145900_b36","doi-asserted-by":"crossref","unstructured":"Ravichandran, T. and Lertwongsatien, C. (2005), \u201cEffect of information systems resources and capabilities on firm performance: a resource\u2010based perspective\u201d, Journal of Management Information Systems, Vol. 21 No. 4, pp. 237\u201076.","DOI":"10.1080\/07421222.2005.11045820"},{"key":"key2022021320022145900_b37","doi-asserted-by":"crossref","unstructured":"Sanchez, R., Heene, A. and Thomas, H. (1996), \u201cTowards the theory and practice of competence\u2010based competition\u201d, in Sanchez, R., Heene, A. and Thomas, H. (Eds), Dynamics of Competence\u2010based Competition: Theory and Practice in the New Strategic Management, Elsevier, Oxford, pp. 1\u201035.","DOI":"10.1016\/S0024-6301(97)86598-3"},{"key":"key2022021320022145900_b38","doi-asserted-by":"crossref","unstructured":"Scheepers, H. and Scheepers, R. (2008), \u201cA process\u2010focused decision framework for analyzing the business value potential of IT investments\u201d, Information Systems Frontiers, Vol. 10, pp. 321\u201030.","DOI":"10.1007\/s10796-008-9076-5"},{"key":"key2022021320022145900_b39","doi-asserted-by":"crossref","unstructured":"Scheer, A. and Habermann, F. (2000), \u201cEnterprise resource planning: making ERP a success\u201d, Communications of the ACM, Vol. 43 No. 4, pp. 57\u201061.","DOI":"10.1145\/332051.332073"},{"key":"key2022021320022145900_b40","doi-asserted-by":"crossref","unstructured":"Somers, T. and Nelson, K. (2002), \u201cA taxonomy of players and activities across the ERP project life cycle\u201d, Information & Management, Vol. 41, pp. 257\u201078.","DOI":"10.1016\/S0378-7206(03)00023-5"},{"key":"key2022021320022145900_b41","doi-asserted-by":"crossref","unstructured":"Sowa, J.F. and Zachman, J.A. (1992), \u201cExtending and formalizing the framework for information systems architecture\u201d, IBM Systems Journal, Vol. 31 No. 3, pp. 590\u2010616.","DOI":"10.1147\/sj.313.0590"},{"key":"key2022021320022145900_b42","unstructured":"Spewak, S. (1992), Enterprise Architecture Planning \u2013 Developing a Blueprint for Data, Applications and Technology, Wiley, New York, NY."},{"key":"key2022021320022145900_b43","doi-asserted-by":"crossref","unstructured":"Srinivasan, R., Lilien, G. and Rangaswarny, A. (2002), \u201cTechnological opportunism and radical technology adoption: an application to e\u2010business\u201d, Journal of Marketing, Vol. 66 No. 3, pp. 47\u201060.","DOI":"10.1509\/jmkg.66.3.47.18508"},{"key":"key2022021320022145900_b44","unstructured":"Standish Group International (2006), The Chaos Report, Standish Group International, Boston, MA, available at: www.standishgroup.com."},{"key":"key2022021320022145900_b45","doi-asserted-by":"crossref","unstructured":"Staples, D.S., Wong, I. and Seddon, P.B. (2002), \u201cHaving expectations of information systems benefits that match received benefits: does it really matter?\u201d, Information & Management, Vol. 40, pp. 115\u201031.","DOI":"10.1016\/S0378-7206(01)00138-0"},{"key":"key2022021320022145900_b46","doi-asserted-by":"crossref","unstructured":"Torkzadeh, G. and Dhillon, G. (2002), \u201cMeasuring factors that influence the success of internet commerce\u201d, Information Systems Research, Vol. 13 No. 2, pp. 187\u2010204.","DOI":"10.1287\/isre.13.2.187.87"},{"key":"key2022021320022145900_b47","doi-asserted-by":"crossref","unstructured":"Wade, M. and Hulland, J. (2004), \u201cThe resource\u2010based view and information systems research: review, extension, and suggestions for future research\u201d, MIS Quarterly, Vol. 28 No. 1, pp. 107\u201042.","DOI":"10.2307\/25148626"},{"key":"key2022021320022145900_b49","unstructured":"Ward, J. and Daniel, E. (2006), Benefits Management \u2013 Delivering Value from IS & IT Investments, Wiley, Chichester."},{"key":"key2022021320022145900_b48","unstructured":"Ward, J. and Peppard, J. (2002), Strategic Planning for Information Systems, Wiley, Chichester."},{"key":"key2022021320022145900_b50","unstructured":"Weick, K.E. (1979), The Social Psychology of Organizing, Addison\u2010Wesley, Reading, MA."},{"key":"key2022021320022145900_b51","unstructured":"Yin, R. (1993), Applications of Case Study Research, Sage, Newbury Park, CA."},{"key":"key2022021320022145900_b52","unstructured":"Yin, R. (1994), Case Study Research, 2nd ed., Sage, Newbury Park, CA."},{"key":"key2022021320022145900_b53","doi-asserted-by":"crossref","unstructured":"Zachman, J.A. (1987), \u201cA framework for information systems architecture\u201d, IBM Systems Journal, Vol. 26 No. 3, pp. 454\u201070.","DOI":"10.1147\/sj.263.0276"}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/14637151011017921","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637151011017921\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637151011017921\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:36:17Z","timestamp":1753403777000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/16\/1\/5-28\/273801"}},"subtitle":["Assessing organizational ability in delivering IT benefits"],"short-title":[],"issued":{"date-parts":[[2010,2,9]]},"references-count":53,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2010,2,9]]}},"alternative-id":["10.1108\/14637151011017921"],"URL":"https:\/\/doi.org\/10.1108\/14637151011017921","relation":{},"ISSN":["1463-7154"],"issn-type":[{"value":"1463-7154","type":"print"}],"subject":[],"published":{"date-parts":[[2010,2,9]]}}}