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(a) When measuring the returns on technology investments, Douglas Hubbard (2007) argues that "Everything Is Measurable". Discuss this statement in relation to an organisation's decision to invest in a new enterprise system by explaining how his approach could be used to measure the return from improved customer satisfaction owing to implementation of the system.
(b) Erik Brynjolfsson (1993) observes that when it comes to a return on IT investments, "researchers and consultants have increasingly emphasized the theme of reengineering work". Discuss this statement by making reference to the Vicro Communications Case Study (as outlined in Paper et al., 2003).
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