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Evaluating Investment in Information Systems, EVALUATING INFORMATION SYSTEMS requires measurements COSTS, INTANGIBLE e.g. IMPROVED PRODUCT/SERVICE QUALITY, HIGHER EMPLOYEE/CUSTOMER SATISFACTION, EVALUATING INFORMATION SYSTEMS requires measurements BENEFITS, INTANGIBLE measures include RETURN ON INVESTMENT, EARNINGS GROWTH, MARKET SHARE, BENEFITS can be INTANGIBLE, TOTAL COST OF OWNERSHIP is about LIFECYCLE COSTS, LIFECYCLE COSTS includes MAINTENANCE/ UPGRADE COSTS, LIFECYCLE COSTS includes ACQUISITION COSTS, LIFECYCLE COSTS includes OPERATING COSTS, TANGIBLE measures include CUSTOMER SATISFACTION, EMPLOYEE SATISFACTION, QUALITY LEVEL ACHIEVED