Susan,
you are so right.  You are describing a "program" or a business process.  I
don't believe I have seen a cost benefit analysis or ROI for the Finance or
Accounting function, or for the Human Resources function, or for any other
business function.  ROI usually is involved in project work where there is a
defined start, finish and deliverable.

Business functions or departments are created when an
organization recognizes the benefits of centralizing and/or standardizing a
business process. In the meantime, everybody in an organization does their
own purchasing and bill paying; hires new employees for their department;
conducts training, and manages the department records as they choose - until
someone recognizes the waste of time and resources for duplication of effort
and lack of organizational control and accountability.

Mary W. Haider, CRM
Records & Information Manager

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