... four software systems—one each for credit and payment processing, in-ventory management and fulfillment, tracking, and customer-information stor-age and mining. All these systems must talk to ... 1996).Kaplan, Robert, and Robin Cooper, Cost and Effect: Using Integrated Cost Systems toDrive Profitability and Performance (Cambridge, MA: Harvard BusinessSchool Press, 1997).Player, Steve, and David ... the process steps thatETN/ W performs, and do their values exceed the costs to perform them?Dave, Carol, and Eric did not understand what she meant and asked forclarification.“Simply stated,”...