The Effect of Technological Upgrades on Organizational Efficiency, Research Paper Example

Abstract

Generally speaking improved IT infrastructures can increase efficiency of sharing of information between departments, financial record keeping and help to track a company’s production and output. Situations where people had little to no access to legal information were increased through external information technology solutions through delivery mechanisms that tied networks to computers and numerous databases allowed the less financially privileged to gain access to needed material. New delivery service mechanisms have been tied to extreme movements of organizational efficiency and helping outside patrons with access to information that otherwise could not be accessed. Further other companies such as medical offices and food companies found technology advances extraordinary to the organizational advancement in their everyday performance. Some researchers state that technology upgrades are not profitable, however argumentative research shows the initial investment of software and hardware will pay off in the long haul for most companies abundantly.

The efficiency of production is a predictor to the survival of an organization but the utilization efficiency of a company is predicted as a labour staffing need changes within a company. Theories positing reference to observing only physical changes are only consequential for empirical testing as noted by Priem and Butler in 2001. Transformation of a business process involves taking goods and making them desirable as products on the market. This can be accomplished by persons or through the use of technological advances to track the market analysis of a company’s progress in sales. Decision Making Units (DMU’s) convert multiple units from input to outputs in a given year. There is an assumption that a linear relationship will exist between the models. “The multi-dimensional efficient frontier allows us to adapt to the changing technology advances and routines.” (Zhu 2004).

In the world of education, information technology has challenged the organizational fallacy by providing a new means to reach online learners. Alumni and development officers have found new ways to share information and coordinate activities through IT. “Admissions, athletics, public relations and police services units all rely on information technology devices, systems or people to accomplish their goals, including the creation and maintenance of student records, ticket and memorabilia sales, the posting of web pages or building security systems.” (Stine, 2004).

IT technology brings with it business efficiency, effectiveness, value and security. There is a direct link between strong performing IT departments and strong IT controls. These are accomplished through reliability measurements to improve the operations department within a company. The best practise measures are used to detect unlawful practises within the Information Technology Infrastructure Library (ITIL). “These are labelled as control processes, resolution processes, capacity management, service design and management processes.” (Behr, Castner and Kim). Brenner (2002) states that a company’s productivity is described as its ability to produce its objectives. “One of the most important of a company’s controls is to improve the IT processes through monitoring and correcting any process failures.” (Behr, Castner and Kim). A company should aim to prevent deviation from the approved processes by keeping in mind that the costs of these processes should strictly be adhered to unless there is prior approval from supervision with means to implement it into budget. A company’s business value is measured according to how the business reacts to the operating profit divided by the total assets of the company.

Description of the Problem

Improvements in technology help a company to test their levels of efficiency and delivery of service of products. Market testing should include in-house methods so that they can be delivered on contract.  It is important to define the specific activity that needs to be evaluated then design the plan with appropriate costing measures considered. The findings of the preliminary search should be summarized and put to the management to make a preliminary recommendation. The five basic steps to improving organizational efforts with use of technological improvements are: The Preliminary Assessment which includes choosing the activity and reviewing the objectives, The Comprehensive Assessment which includes defining the output specifications, reviewing the in-house performance, reviewing whether contracting out is a feasible option for the company and examining service delivery options for the company, The Report Plan which includes evaluating the data and making a formal report, The Implementation of the Plan which focuses on carrying out the technological plan for organization and The Monitoring and Reviewing Plan which includes monitoring of the technologically enhanced organization plant to ensure it is adequately performed to ensure future success within the organization.

Technology is necessary to maximize profits within a business organization. “The major influence of technology on the workplace is it’s ability to create dependency relations within the workplace.” (Scarbrough and Corbett, 1992).  IT should not be a commodity rather provides a strategic advantage to the company. Big businesses sign long-term contacts without knowing the full ramifications of predictability of the business. Technology can help to predict the future of the business. “The best way a business can maximize competition is to maximize flexibility and control.” (“Harvard Business Review”).  There will always be strict demand for IT services. Outsourcing of IT departments has attributed such competition.

It is essential to view the core applications of the business in order to run a business effectively and efficiently. IT systems have to be built with capital incentives in mind. Proposed initiatives have to be aligned with vision plans. “New IT systems and protocols help to balance conflicting view on business applications.” (“Harvard Business Review”). New government regulations and increased pressure from insurance regulatory commissions have put much emphasis on increased technology to run effective businesses. There is much incentive to manage business in a most effective manner including tracking expenditures in daily business activities. What better means is there to do this than through recent technological developments to organize your business?

Most Commonly Used Definitions

Decision Making Units-When decisions to buy from a supplier are made by a group rather than a single person.

Technology Infrastructure Library-A set of developed standards for managing Informational Technology.

Outsourcing-The process of subcontracting work such as computers to a third party to do.

Client Server Technology-Any network that involves the server and the client.

Informational Technology– A combination of computer usage and communication.

Greater Michigan Chapter-Provides service to those families that have Alzheimer’s disease or related illness.

Foundations of Dementia Care– A non-profit organization to aid in the diagnosis and treatment of Dementia.

Tech Soup-Technology resource for NGO’s in America.

Commerce Act-Promotes market competition amongst businesses and free flowing trade.

Literature Review

Let’s take a look at the healthcare industry and its application with technology. They are forced to deliver high quality service to patients at a reasonable cost. Further there must be an installed quality assurance system to ensure the integrity of the program at all times. Hospitals must find a means to link fragmented pieces of their old systems with new systems to remain in co- ordinance with new legal regulations and to keep customers happy. Information technology will play an important role in this change. Medical Centre Advisement Committees speak of in-house IT development strategies to ensure cooperation and facilitation of such programs. “Information services, human resources, laboratory, pharmacy, nursing, physician as well as other departments all play an active role in this technology transfer.” (“Harvard Business Review”). An annual report of anticipated reviews will be prepared by upper management and executives to portray what they think will happen in the near future. The objective is to become a better quality provider within the next two years whilst maximizing profits. It is assumed that managers play an essential role in the implementation of technology and the decision of whether to outsource IT decisions has not been made at this stage. Maximizing flexibility and control remains the primary focus for the managers. The goal is to maximize completion amongst the technology providers. There should be a constant competition amongst IT suppliers. Eastman Kodak created this competitive environment of IT providers in 1989. This approach allows a company to switch to other suppliers without feeling the brunt of expensive costs with doing so. Cost is always the determining factor of whether to outsource the IT department. Companies do not want to recognize IT as a commodity but IT is still too critical to hand over to an outsider in most cases. It is often very critical to have an IT department in-house for certain advantages of convenience. Companies fear that outsourcing the IT department may not be able to keep their IT up and running effectively. It is always a critical and strategic decision of whether to keep an IT department in-house or to outsource it.

If your company decides outsourcing is the best avenue for organizational needs with respect to technology advancement the company must first choose a supplier considering a good process. Considering short contracts might be a profitable and low risk idea to keep in mind. Separate bids might be an effective tool for this area of the business. This would ensure equal distribution of strengths and prevent one supplier from gaining too much power. “Assuming that an outsource company would satisfy all of a person’s idiosyncratic needs is not feasible for that would simply result in inefficient practises and move the company” (Harvard Business Review) to lean toward its in-house technology department costing it much more money than initially anticipate. A formal task force was formed to make decisions on the anticipated costs for outsourcing including much of the management team. Negotiating of bids for strict two year contracts should be the goal of the company. Exclusionary clauses should be kept at a minimum. Consolidating data centres into one can cut costs by as much as 30%.

With the use of outsourcing there is the timely trouble of understanding the personal needs of customers along with the daily operating and maintenance of the network responsibilities hence outsourcing should be considered as a secondary to in-house technology upgrades. Most of the time the customer expects the technology to be up and running 99% of the time with exclusion that if it is not the company owes the supplier a 20% cash penalty. “Client-server technology is a much cheaper technology and offers more flexible alternative to large main frame operations.” (Harvard Business Review). With excess capacity the business would have to find outside customers to justify the excess usage. Using outsourcing will free up the company’s IT people to do other applications work.

The biggest concern for a company with contract resolution is hidden costs that can be delivered through virtuous measures. The best way to handle this is to dangle the carrot until the end and as mentioned earlier in the paper try to eliminate as many exclusionary clauses as possible. Minimizing risks and maximizing flexibility is always the goal when negotiating an outsourcing contact to upgrade technology. Keeping in mind short term contracts are always of extreme value just in case the contracted company does not supply you with the most updated state of the art informational technology for your company it is always easier to end the contract than to spend time and money in litigation. Negotiating a strong contract does not necessarily commence at the CEO level or with the attorneys’. It starts with the top of the IT team and trickles down to the end of the development team through the business team and incorporates the attorneys’ and the CEO’s.

Let’s take a quick look back at how technology upgrades have helped with the efficiency in the health sector. The Chapter of Alzheimer patients have long struggled with the software and hardware efforts of tracking and researching secure technology to promote new developments for Alzheimer treatments. Why? Because treatments are always changing and this sector of health does not get much public funding unfortunately thus it is quite common for doctors and other medical professionals to privately fund accommodations regarding technology upgrades. This means that upgrades come slow and are not so up to date. Sharing of technology between offices is not the solution to these problems. There is much duplication of data an insufficient usage of personnel time. Examples of such are mailing out hard copy bills and sending them out on the computer in duplicate which spends relentless manpower wastage, postage stamps and not to mention aggravates the consumers. The Greater Michigan Chapter identified needs and hoped to come up with a strategic plan to address these technology upgrade issues. They hoped that donations through a program called Tech Soup would allow for more technological upgrades in the coming year. Some of the issues they want to address in the upcoming year are advances to “Windows Professional Upgrade, Windows Server 2003 Standard Edition, Office 2003 Professional, Windows Server Client Data Base License, Symantec Anti-Virus Corporate Edition and Windows Terminal Services Device Cal 10.2 Upgrade”. (“Increased Efficiency in Service Delivery for Individuals Affected by Alzheimer’s Disease”).

With the implementation of these new technologies there is an assurance that the Alzheimer patients will receive the same level of service non-dependent of whether they reside in the city or in rural area of the Greater Michigan area. A new 24/7 help line has been implemented ensuring patients will receive around the clock access to doctors and nurses. Doctor’s offices will now be able to track a patient’s records at anytime with little ease. A new program called Foundations of Dementia Care was implemented because of this new technology advance allowing for regional offices in the rural regions to be in constant contact with the city offices.  The Michigan Chapter now ensures all of the offices are using the latest forms to increase the downtime of forms and the efficiency of filing them electronically. This efficiency also saves money. There is an employee Orientation online which aids the Human Resource Director with new hires to facilitate a faster training program and allows employees the freedom to view the HR policies directly from their personal computer at anytime. The purchase of Tech Soup and Acrobat Adobe made this asset management possible. This HR implementation also allowed the Policy manual to be implemented by two employees rather than utilizing the entire employee staff because it was done in bulky binders. Microsoft Company made generous donations to Tech Soup which allowed the user friendly and cost effective technological advancement to aid Alzheimer patients. The plan is for the technology phase of the Chapter to be totally upgraded within the next ten years.

Advanced technologies at different levels offers new hopes for the food industry giving better products, increasing quantities and increasing efficiency at which the products are made and delivered to the consumer. From the preparation stage at raw material, to the production stage through the shipping, technology plays a major role in the effectiveness and efficiency of how technology affects the final outcome. Packaging is less expensive with automated machines that advance the process by which they can be sent to the shipping department. New machines make the process enhanced by which to follow international and regulatory standards thus cutting costs along the way. Technology is constantly being used to create new and innovative ways to produce better products with aids of development. The key is competing.

“When you have excluded the impossible, whatever remains, however improbable, must be the truth.” (Lohr, 2004). What this simply means is if you want to measure technology’s contribution you should follow Sherlock Holmes’s maxim on deductive sleuthing, loll!  America’s increase in productivity over the past several years is just so attributed to the contribution that they have invested in hardware and software technology to expand their business. With that said how close does that hit home with respect to organization efficiency and profit? Well if a business if profitable and successful then it is likely to assume the business is somewhat efficient. Let’s go further to explain this concept.

Companies such as Accenture, Cisco Systems, Hewlett-Packard, Intel, Microsoft, SAP and Xerox are consider major technology companies prima facie, wouldn’t you agree? There is not much research to state that technology plays a huge role in the facilitation of profit gain for a company. However there is research to show that profit is gained from over 100 million workers calling into company call centres across America. Hmm! Isn’t that sort of trivial?

“The main focus is what researchers define organizational capital” (Lohr, 2004). To me this defines communications, databases, storehouses, routines and values and any other thing relating to data storage. “In a National Bureau of Economic Research working paper, Baruch Lev, a professor at New York University, and Suresh Radhakrishnan, a professor at the University of Texas at Dallas, studied 250 companies and assessed the contribution from organization capital. In the paper, ‘The Measurement of Firm-Specific Organization Capital,’ published last year, the professors found that investments in organizational capital accounted, on average, for 71 percent of sales growth.” (Lohr, 2004). Some CEO’s state that investments in technology bring no capital to the company but how can they state that when technology brings efficiency and organization to the company that lends time and value to the company saving thousands of dollars? Learning how to use technology in a profitable manner is the way to make technology pay for itself. “John Seely Brown, former director of the Xerox Palo Alto Research Centre, says he believes that recent changes in software technology could allow big gains in productivity and innovation.” (Lohr, 2004).  Social software in itself brings efficiency and saves much time and money to a company. That is without reasoning. It is not necessary to keep up with another company’s technological advancements to stay profitable for it is only necessary to support the company with the necessary technology upgrades that is needed to make your company operate at a successful and profitable level.

Technology has contributed to the ability to transmit messages efficiently and effectively whereas prior to technology people had to rely on the postal system and hope their mail was received by a promised date and without fault could be protected by the Postal Rule which states a contract is as good as when it is posted in the mail. Well that is good for contract law but what if you are simply sending a message to a loved one that you need their assistance for pressing news and don’t care about the law? The efficiency of facsimile and email messages plus text messages have enabled us to send instant messages. Phone lines and high speed digital lines make these lines of communication possible today. Often there is a downside to these forms of communication because people can create false accounts and pass themselves off as other people and use false identities and the non-pretentious user may be forced to prove themselves with the police or in a court of law, hence efficiency is not always the best avenue.

With this technology came the ability to transmit instant news articles as well. Journalist could attend press conferences and post up to date news information on the internet almost instantaneously for viewers to read. This is what we call live news. Scientific researcher take advantage of this technology when posting journals that in the past had to wait almost a month to be published. Often this research is needed to discover up to date technology for discovering new research methods. “Ted Nelson first coined the term hypertext about 20 years ago. It is defined as simply “non-linear writing”. The idea of hypertext is to allow the user more freedom than normal writing. Users of normal literature generally must follow the sequence the author has laid down; they are confined to only his thought processes.” (Graves, 1990). The distinct purpose of hypertext is to speed up the process of the entire system. Simulations can be used for interpreting and predicting weather conditions, air traffic controlling, setting off military missiles amongst other situations.

Braverman and Dickson argue that the type of technology affects the organization efficiency as well as the managerial control especially the control a manager has over the individual’s work (1974, p. 38). Dickson argues that technology does not play a neutral role in a businesses organizational scheme. There is a common acceptance that any form of technological advancement comes with good nature acting illegitimately from any other forces within the company. This rationalization is rarely discussed within the operation though it should be discussed to determine if the technology itself has attributed to the success of the company’s success or profitability. “Since the linkage to technology and success are so closely related to oppose technology would be to oppose success.” (Clegg and Dunkerley, 1990, p. 341). It would be wise to assume technology is neutral and natural. “ Marglin argues that factory production through the use of technology is based upon controlling the activities of workers.” (Clegg and Dunkerly, 1990). There is an obvious issue with technology surrounded by operational methods because labour forces have to be supervised. The best way to achieve this is to put primary the achievement of labour production and secondary the production of goods and services. The best technology will be chosen only if it coordinates with the primary goals of the maximum controlling of worker behaviours. The rate of speed could be increased and the rate of production could be increased if utilized in a most efficient manner. “Gorz goes further than Marglin by stating that if efficiency can be produced by exercise of control then a very different technology could have been developed had maximum control not been the primary objective of the factory system.” (Clegg and Dunkerly, 1990, p. 344).

The purpose of technology is to make a worker work to the limit of his abilities and to maximize production. Often the observed effects of technology on workers are mere assumptions of management and designers of the technological systems, states Davis and Taylor (1976, p. 412). It is important to note that all jobs should not fall predatory to stereotype and should maintain their own individualism. Changes in production and job satisfaction often play a real role in the organizational efficiency of technological upgrade efficiency. Is it truism to assume that there is much more dependency on technology in white-collared positions? “Research shows that white-collared work is now becoming less distinguishable in terms of work load discretion.” (Clegg and Dunkerly, 1990, p. 357). Skills are constantly changing and as this happens in a workforce so does the need for technology change simultaneously. Depending if your business is a low-discretion role or a service industry will factor into what level of technology your company will need to reach your organization efficiency goals. The level of technology you choose if of course a personal reflection of your businesses attitudes and goals. It is important to note that when employees use a tactically planned, predictable, routine, strategized plan the business will be most efficient and the technology department will run simultaneously congruent as so. “ Microsoft give a list of utilities to maximize the efficiency of our technology you have available at your disposal.” (“Determining Your Organization’s Accessible Technology Requirements”)

“Because of this increased IT expenditure, more and more senior managers are demanding that IT play a greater role in determining their firm’s success by helping them increase organizational efficiencies and perhaps even achieve competitive advantage.” (Mahmood, 2009). “The challenge associated with transitioning an organization’s current “as-is” environment to the “to-be” environment requires change to the IT infrastructure, support organization and culture.” (“Organization and Technology Change Management”).

From a legal perspective, in New Zealand by virtue of the Commerce Act or soft legislation the consumers as well as businesses have profited by 5.6 percent through year 1993 because of the Commerce Act’s ability to regulate telecommunications. “Some inclusions are New Zealand’s wide-ranging reforms included the deregulation of foreign exchange and financial markets, removal of agricultural subsidies, reduction of tariffs and removal of quantitative import restrictions, substitution of value-added for income taxes, labour market deregulation and revamping the public sector. However, the measurements of the review do not include total factor productivity and economic efficiency: instead they rely on ratios of various measures of profitability and output to various measures of input. Galal, Jones, Tandon and Vogelsang (1992) construct counterfactuals for comparison and conclude that in 11 of the 12 cases they examine there were net welfare gains for privatization. They report that employees as a group were not made worse off and Megginson et al. report that there is no evidence that employment falls with privatization. There has been both a fall in employment and significant welfare gains in New Zealand’s telecommunications network industry since its dissolution as a government department.” (Evans and de Boer, 1996). It is quite important to note that businesses must improve their efficiency if they are to survive in this global competitive world.

Research Methodology

The correct management approach is essential to ensuring the organisational scheme will work. The manager will oversee the project but outside consultants will be responsible for the daily continuous flow of the organizational scheme. Employee input will be phenomenal because of the valuable information they have to contribute to the workforce. Steering committees from within the managerial departments will be responsible for overseeing the daily routine of the project. During the Preliminary Assessment the following will be discussed and assessed:

• “the service;
• objectives of the service;
• Service outputs, products, level of service (quality, timeliness, reliability, etc.);
• resources, inputs;
• cost of service delivery;
• clientele;
• capacity of the private sector;
• technology and probable impact of technological change;
• current structure for service delivery, in?house and/or contracted services; and
• An overview of the work methods and the requirements for service delivery.” (“Making the Organization more Efficient”).

Management will be responsible for giving final approval of the agenda and seeing that the objective meets the protocol.

The output specifications will be prepared by use of departmental managers, the preliminary assessment, employee input, operations outputs according to studies in-house and output specifications configured from technology advancements. “The use of control systems and possible gains from investments will be used for technologically advanced equipment and training advancements.” (“Making the Organization more Efficient”).

Methodology, criteria and organizational capacity will be used to determine technological advancement. Michael Risse of Microsoft Small Business states, “Because of all this, smaller companies must tighten their belts and look for ways to be more efficient. According to the same poll, 37 percent of SMB’s plan to reduce travel; 34 percent want to use technology to help them consume less energy; 32 percent would like to reduce time and expense associated with systems management; and nearly 30 percent are looking to improve their customer experience or management through IT.” (“Weather proofing Small Business”).  Technology and better use of ecosystems can certainly put small business on top of the organizational world.

Ideally technology has advanced origination performance by giving useful tools to allow employees to make efficient and fair performance evaluations. Gene Drumm senior partner with Vector Group, Inc. technology allows a company to make this process efficient rather than making a bad choice along the process. The only issue that Drumm sees with performance evaluations based on software applications are that the questions are of generic nature if a company purchases them with predispose rather than one geared toward their owned needs. Performance evaluations with pen and paper would take on average of four to six weeks whereas ones technology based take on average of two weeks. The system helps to pinpoint areas of improvement and generates a report that is not biased. “People may not be happy with the results but are happy with how the system works.” (Dutton, 2001).

A technology overhaul to a women’s organization made a District of Columbia office more organized and as a result provided consultants and volunteers on an ad basis. The company would yell to each other across offices to communicate. With the addition of a website and email communication the company was able to organize a more efficient administrative office and communicate with its sister office. “Further the company replaced outdated hardware systems, created a process for backing up data and installed a server to provide a secure, centralized environment for storing information, printing, and sharing files and applications.” (“Technology Overhaul Makes Women’s Organization More Efficient”). The implications of adding an efficient IT department are that the company can focus on the clients and have a back up for their technology needs.

The ability to organize, manage and analyze data is key to organizing a business effectively through use of technology. Personal computers and PDA’s are two technologically advanced means of increasing productivity by means of electronic technology. Quality assurance and collection procedures can be documented on the spot eliminating backstop activity. Collecting this data in electronic form saves time when the data is needed for future use. Technology is necessary to make a product stay in circulation at an efficient level. If technology is not integrated with the business the business will soon become isolated. Technology is the core of the business for future research and developments to procure. Further technology is necessary to support business objectives. In situations such as hospitals it is necessary to link all systems to ensure there is organized and managed care relating to the providers and the patients.

Your company’s business plan should be organized according to your objectives, financing goals, how you plan to use the business and the best means to access your company’s full potential.

Conclusion

Technology must first be defined in order to describe its contribution to organizational efficiency. It is the combination of using skills, education, knowledge, machines and other mechanisms to convert inputs to outputs. External, internal and technical resources all have strong emphasis on organization efficiency with equal relativity. Intensive technology applications contribute to cost reduction despite what some research shows. Often research does not fully give rise to the modern applications of technology but rather views it as expenditure because it fails to consider technology as individual, organizational and functional. Technology can posit in the form of sequential independence and intensive and reciprocal interdependence. Technology has a strong relation to culture hence it adamantly affects culture. With these factors in mind it is important to note all of these contributing factors work simultaneously to help technology work toward efficiently organizing business efforts. “It is important to note that the element of organization is focused on the work system and associated semantics of the greatest influence of business performance.” (“Creating Effective Organizations”).

References

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Clegg, S. and Dunkerly, D. (1980). Organization, class and control Retrieved October 27, 2009 from, http://books.google.com/books?id=V9gOAAAAQAAJ&dq=has+technology+affected+organization+efficiency%3F&source=gbs_navlinks_s

Creating Effective Organizations Retrieved October 25, 2009 from, http://www.organizationtechnology.com/

Determining Your Organization’s Accessible Technology Requirements Retrieved October 27, 2009 from, http://www.microsoft.com/enable/business/accrequire.aspx

Dutton, G. (2001) Making Reviews More Efficient and Fair-performance-appraisal software Retrieved October 26, 2009 from http://findarticles.com/p/articles/mi_m0FXS/is_4_80/ai_73553660/

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Increased Efficiency in Service Delivery for Individuals Affected by Alzheimer’s Disease (2009) Retrieved October 27, 2009 from, http://www.showyourimpact.org/increased-efficiency-service-delivery-individuals-affected-alzheimers-disease

Lohr, S. (2004) Technology and Worker Efficiency Retrieved October 28, 2009 from, http://www.nytimes.com/2004/02/02/technology/02neco.html?pagewanted=2

Making the Organization more Efficient Retrieved from www.tbs-sct.gc.ca/pubs_pol/opepubs/TB_O3/dwnld/moe-eng.rtf

Mahmood, M. (2009) Evaluating organizational efficiency resulting from information technology investment: an application of data envelopment analysis Retrieved October 27, 2009 from, http://www3.interscience.wiley.com/journal/119973812/abstract?CRETRY=1&SRETRY=0

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Scarbrough and Corbett (1992) Technology and Organization: power, meaning and design Retrieved October 27, 2009 from, http://books.google.com/books?id=w9sOAAAAQAAJ&dq=technology+and+organization&source=gbs_navlinks_s

Stine, M. (2004) Exploring Information Technology Related Organizational Change within Higher Education Retrieved from http://www.clubs.psu.edu/up/hesa/HER/v1/1stine(1).pdf

Technology Overhaul Makes Women’s Organization More Efficient (2009) Retrieved October 26, 2009 from http://www.npowergdcr.org/about/tech-impact-stories/technology-overhaul

Weatherproofing Small Business (2009) Retrieved October 26, 2009 from, http://www.microsoft.com/presspass/features/2009/jan09/01-26MikeRisseQA.mspx

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Insights from DEA Analysis Retrieved October 26, 2009 from, http://www.ulb.ac.be/cours/solvay/vanpottelsberghe/resources/Paper%20CementDEA17.05.04%20Arie%20LEWIN.pdf