In this study we use a multi-dimensional definition of SPMS
business impact, to reflect the notion that strategic performance
measurement systems may influence an array of business
practices, not just isolated financially-oriented activities [9].
The business impact of SPMS in Figure 1 includes a variety of
potential areas of impact, such as improving internal practices
(research and development, product and service innovations, cycle
time reduction, process improvements), establishing alliances
and joint ventures, delivering customer value (price, quality) and
boosting financial results (revenue growth, productivity), as well
as a double loop learning of reevaluating the strategy itself. A
recent study in the IS literature lends empirical support for this
approach for measuring business results: the way information
technology capabilities contribute to firm performance depends
first on the ability of IT to influence customer management
capability, process management capability, and performance
management capability [34].