Increasing information system capabilities means providing more accurate and timely
information to employees so that they can improve processes and effectively execute
new processes. Measures should be concerned with the strategic information availability.
For example, possible measures include percentage of processes with real-time feedback
capabilities and percentage of customer-facing employees with online access to
customer and product information. Exhibit 13-10, on the following page, summarizes
the objectives and measures for the learning and growth perspective