CRKC7004 Information Management

The use of information management and

leadership responsibility.

Module: Information Management

Module code: CRKC7004/UCBS7040
Module Leader: Dr Radu Negoescu
Department: University of Cumbria
Programme code: PM-MBARKC
Student ID: 1551292
Date: 22 October 2017
Word Count: 4226/4907

1 1551292
CRKC7004 Information Management

1 Declaration of work & Certification of Authorship

Declaration of work:

I affirm that the attached work is entirely my own, except where the words or ideas of other
writers are specifically acknowledged according to accepted citation conventions. This
assignment has not been submitted for any other course at Robert Kennedy College or any
other institution. I have revised, edited and proofread this paper.

Certification of Authorship

I certify that I am the author of this paper and that any assistance I received in its
preparation is fully acknowledged and fully disclosed in this paper (examination). I have also
cited any sources from which I used data, ideas, theories, or words, whether quotes directly
or paraphrased. I further acknowledge that this paper has been prepared by myself
specifically for this course.

Signed the student, 6/08/2017

1551292
1551292

2 Abstract:

The importance of information management is increasing not only on local level but also
globally. Creating data and information is essential for optimising your business. But who is
responsible for creating, developing, analysing and understanding of the processes involved
with information technology? Is the business leader accountable for not creating strong
information governance or should the government be responsible setting out legislation. In
this assessment we analyse a company which is specialist in migrating software for other
organisations and how the deal with today’s strong influences of information management to
stay ahead of the competition.

2 1551292
CRKC7004 Information Management

3 Table of Contents

1 Declaration of work & Certification of Authorship....................................................................2

2 Abstract:........................................................................................................................................2

3 Table of Contents.........................................................................................................................3

4 Introduction..................................................................................................................................3

5 The role and responsibility of leadership in IM of Procter & Gamble....................................3

6 What makes Crossphase successful...........................................................................................6

7 Is Crossphase in need to improve..............................................................................................8

8 Security of Information Managment within Crossphase..........................................................9

9 Conclusion...................................................................................................................................11

10 Bibliography and references.....................................................................................................11

11 Appendices..................................................................................................................................13

4 Introduction

Information Governance (IG) within the global economy seems to be one of the most
important subjects for running an organisation. Senior leaders of an organisation need more
skills than before to understand the complexity of information management, not only to
understand soft and hardware but also social media which is becoming an import subject in
today’s business and social life’s. Understanding information governance is one of the
elements which should be high on the agenda by any kind of organisation dealing with
customers. Today business leaders should be aware of the changes which occur daily in
information management. Are the change important for a organisation and are employees
willing to change, confirming new rules and regulations. Decision making, creating storage,
archiving and delete information to ensure internal process, roles and policies are just a few
vital standards of effectiveness and efficiency within the organisations. Critical analysis will
be highlighted to discuss ethical decisions made by senior leaders, whereby the new law of
customer protection of information sharing is secured to create a save environment for
customers and companies.

3 1551292
CRKC7004 Information Management

5 The role and responsibility of leadership in IM of Procter & Gamble.

Question prof IM: After reading the P & G case study, critically discuss the role and
responsibility of senior leadership in information governance in the context of the P & G

Learning outcome: Critically reflect on th senior managers role and responsibility in leading
information governance within a service or organisation, with particular references to data
protection, record keeping en ensuring service user information to secure.

Discuss IG, Information security an effectiveness of systems in General (Prof) To explain

what they are benefits and pro’s and con’s. Analyse multiple examples. Compare several IG
definitions, and how significant differences are, then which one is applicable in my line of
work. Then show identify the behaviour that show IG in place in P & G.

Due to the importance and increase of information management (IM) over the years. The
pressure on leadership skills to make the right decisions has risen substantial within global
and local organisations. In order to understand IM, leaders have to be aware of the need to
use data, information resources, knowledge and wisdom. These are the building blocks of
the foundation to set out the company strategy on IM. Therefore companies can design an
effective and save environment for information governance (IG). Whereby considering all
stakeholders involved in the company process. The use of IG will lead the company to stay
ahead of competitors. To demonstrate the importance of the decisions of leadership within a
company the Procter & Gamble (P&G) case is examined and analysed if P&G have been
successful by creating a certain tactic on IG.

The business dictionary explains IM as a techniques to collect information, create data, and
communicate. Include the usage of hardware, software, mythologies, processes and people
one can understand the broad sense and importance of what IM is. Anind (2001) argues that
“Context is still a poorly used source of information in our computing environment and that
by improving our understanding of using the information it will increase and support
leadership decision making”. Choo (2002) explains with his practical figure that “Information
is the organisation strategy resource” whereby IM exist of looking at four corners: recourses,
records and archives, the need of technology, policies and standards and processes involved.
Figure 1: The four corners of Choo (2002)

Longworth (1996) however created a 4step information ladder of how information is

perceived and who is involved in the process figure 2. Step one explains that data is coming
in but only with the second step (information) and conceived by the computer it start to

4 1551292
CRKC7004 Information Management

make sense. Step three and four is what a company will do with the information and how
they will use this knowledge to create a strategy.
Figure 2:

Agreed that all Information (Longworth et al, 1996) Business are now able to create
Information Governance (IG). Gardner (2017) describes that “The specification of decision
rights and an accountability framework to ensure appropriate behaviour in the valuation,
creation, storage, use, archiving and deletion of information, including processes and
standards to ensure the effective and efficient use of information in enabling an organisation
to achieve its goals” By setting a standard of what IG contains, companies large or small
should be able to create policies for continues improvement and monitoring the business
processes. Savoie (2012) explain with his “5 Rights” how to build successful information
management systems. Step 1, get the right data, step 2; supply it to the right person or
group, step 3; consider the right location, step 4, make sure it is at the right time and step 5
create the right format to be able to analyse data according to your need.

Confident that Procter & Gamble (P&G) could still grow Alan Torres (VP) created a business
sphere at the HQ in Cincinnati (Ohio), By giving Filippo Passerini a double role being
responsible for Global Business Service and also as Chief Information Officer a new
organisation structure was created whereby monitoring the Global Business Units (GBUs),
Market Development Organisations (MDOs), Global Business Service (GBS) and Corporate
functions was key. All information from GBS was shared to the other GBU’s. The difficulty
was not to create all information to grow P&G but to share information with external parties
to create a stronger business strategy. By opening up and receiving information from
external sources, P&G has decreased cost of $900 million. The success of the company seem
to be to move business intelligence of IG to the centre of the organisation whereby keeping
the shareholders informed of all changes and to win marketshare by using efficient tools and
talent which will bring competitive advantages. P&G concentrated on data and information
which in their eyes is leading. Therefore the feel leaders can concentrate on the business
decisions. The main goal of accelerating decision making with real time information and
changing the focus from “what” to “Why and How” seemed to work.

By increasing revenue we cannot deny that IM and IG seems to be the key to success.
Bennett, S (2015) argues that “Effective leadership of IG is the key to ensure appropriate
strategies, priorities, policies and processes to maximise opportunities and minimise risks and

5 1551292
CRKC7004 Information Management

therefore has to come from top down. However one cannot predict what will happen in the
future. Before leading an organisation to change shareholders have to comply to these
changes and provide the green light”. In the case of P&G success seem to be focus on data
alone, but recently the Dutch tax office was asked why they let P&G create a safe route to
decrease tax payments and increased revenue. Are the above changes the only success of
P&G positive numbers?

Senior leaders of today’s economy have to understand the importance of IG push or

pulled by stakeholder or shareholders. In order to create success within companies data is
become very important to organisations. But leadership skills is needed to know how and
why this data is important to the organisation. Not only for creating more revenue and
optimising processes, but also working towards legal international policies and new
regulations. It seems that by understanding the data & information resources and combining
them together P&G is able to reduce cost and increase revenue and even convertible making
positive predictions for the following year. Not all companies are able to act like P&G, it takes
more than just a few talented people. Organisation structures have to be adjust and
intercultural company changes have to be made. Therefore either training or laying off
people is necessary. Leadership with a strategic mindset to use data and information seem
to become the new leaders to lead organisations.

Creating success only based on changing IM seems to easy and a company has to invest into
more area’s at the same time within the organisation. This might mean a change in the
company culture to understand the use of data and flatten the organisation which can be
disruptive. Will all stakeholders address to the importance of increase revenue by focus
solely on working with IM or IG knowledge.

6 What makes Crossphase successful

Question prof IM: In an organisation of your choice. perform a critical analysis of their use of
information systems and information technology (including cloud services) and how this
impact on staff development, effective flows of communication and decision making in the
organisation.

Learning outcome: Perform a critical appraisal of the use of information systems in the
context of ensuring effective flows of communication between service with the organisation.

Crossphase seem to create success very easy like P&G. This Dutch company has won
for the fourth time in a row the price of quickest growing IT related companies off the
Netherlands. What is their secret of success and how does this relate to the field of IS, IT,
people and Leadership?

Crossphase, established in 2007 is an specialist organisation in content migration. The

company (a former customers) has executed and managed hundreds of content projects,
from content management-systems (CMS) to completely new websites. “Crossphase
understands what it takes, not just to move context but migrate information and the risk it
involves. All our customers have specialist IT manager in place but none of them are
comfortable to lead a migration project” says CEO Crossphase Maarten Fokkelman.

6 1551292
CRKC7004 Information Management

Part of Crossphase success seems to be based on the theory of Weymes (2010)

“Relationship not leadership sustain successful organisation” But is this totally true? Dividing
the phrase into two categories. The relationship with the customer and second internal with
the employees we might be able to explain if there is a need for good leadership.
When analysing Crossphase it struck that many customers are well known and global
organisations. Therefore the need to create a good relationship is critical. With only one
account manager their strategy is based on using video’s of customers leaders explaining the
asset Crossphase will bring when working together. But the main source of success has
come from leadership as the two owners implemented the Net Promoter Score (NPS)
designed by Fred Reichheld (2003) and now being used by >66 % of all fortune 1000
companies. The NPS manage the four core experience of any business: how to build
products, keep your customers happy, build employee culture and build a iconic brand. This
data will be created through measuring stakeholders experiences, predict and prioritize
stakeholders needs and trends to make smarter decisions. Using the NPS will combine the
research from the company and online experts. “Wrong decisions can cost millions, Qualitrics
helps us get it right” state Procter & Gamble on the Qualitrics website, deliverer of the NPS.

One of the important stakeholders of Crossphase are the employees. Crossphase is very
flexible and employees can be on the payroll or work freelance. When checking the
Facebook (FB) page of Crossphase we do not only see many happy notes, pictures and
announcements stating that there is a strong culture of people first, but also sharing of
information and creating dialogue with customers through questions asked and answered
which states free knowledge sharing. The company website even states “If you are feeling
good, you get the best result which is good for us all” Crossphase is also working together
with local organisation to have local food for healthy lunch and a local free annual ticket to
join the health club.

The majority of the employees are working directly at the costumers premises and
therefore the trust and relationship is of great importance. When migrating context only a
few have people have access to the new system and therefore our employees have full
responsibility of the project and process, trust is a important key but analysing is leading for
our success states Fokkelman.

More than 1/3 of Dutch companies with >50 employees are now working in the cloud, that is
a growth of 40% compare to 2016 state (Meeuwissen, 2017)
As a specialist in IS and IT Crossphase start with creating a similar four step approach like
the Longworth’s Ladder (1996). Crossphase itself does not need much storage as they log in
through the customers virtual private network (VPN) therefore the responsibility stays with
the customer. “We do understand the data and information very well and when all
information is gathered and efficiency is measured, we create clear new steps to design a
future goal. Therefore our customers know what they have, get and what they can expect”
says Fokkelman.

By analysing our customer, it seems clear that leadership in IM is key to create the
appropriate data and information. All off the information which is gathered like customer,
brand, employee and product experience is valid to optimise the organisation and create
continues feedback to grow and to make the right decisions which is beneficial to keep all
stakeholders on top of the game.

7 1551292
CRKC7004 Information Management

7 Is Crossphase in need to improve.

Question prof IM: Building on your analysis from Qeustion , critically evaluate possible
improvements to the organisation’s use of information systems with emphasis on staff
development in line with organisational goals, effective flows of communication an decision
making in the organisation.

Learning outcome: Critically reflect on the use of information technology and information
systems in order to support staff development in line with organisational goals and to
support service planning and decision making processes.

Crossphase is expanding annually, double the size of their employees and information is
provided for continues improvement, can we be critical and are we likely to find needs for
improvement?

With 8.500 brands and 99 of the top one hundred business schools using NPS of Qualitrics
and with the success of Crossphase can we find matters to improve or reanalyse to create
even more success? It seems that NPS is the formula for success, but is this true? Jessica
Pfeifer CCO and co-founder of Wootric argues that “NPS is not enough anymore, the
customer relation has changed, you need ever then before create delight happiness and
success for your customer, only then you will create brand promoters and loyal customers
otherwise the customer is gone”. Geurkink (2013) argues that “NPS might be the most
important KPI’s for customers but does it give enough feedback for customers satisfaction”.
Justin van der Lande (Principal Analyst) elaborate that “the relationship between NPS with
Analysing Digital Experience Index (DXI) will provide measurements to understand how
communication service providers have come in terms with digital transformation”. Therefore
we might consider that to create continues improvement it is vital for a company to create as
many promoters as they can through many sources like NPS, FB, LinkedIn, writing blocks
and many other digital platforms to create emotional capital.
Emotional Capital is defined by Huy & Shipilov (2012) “As the aggregate feelings of
goodwill towards a company and the way it operates” Although Thagard (2015) argues that
it should be described as “To cover the abilities of people to use emotions effectively for
many purposes”. When using the four pillars framework, Huy & Shipilov (2012) one:
authenticity, two: pride, three attachment and four Fun. And relate these steps to
Crossphase case. We can measure the following elements. One; Authenticity through social
media is based on a very social layer of working together, although two leaders, all
employees working with equal responsibilities when on the job, providing a strong first pillar
which links to the relation mentality Crossphase want to have with their customers. Sharing
the content off many well educated employees does create more participation throughout a
huge network, all employees are from well known university and have a economical strong
network on FB. The second pillar, Pride is noticeable through the content which is placed on
the website and that the information is not centred around one individual but shared among
all employees. Third Attachment is by praise customers before, in between and after the
migration is finished, Crossphase feels like keeping people informed through SM. Fourth is
Fun, the most difficult to explain emigration of software is complicated and has got a lot of
risks, how can you make it fun? Crossphase does show this through direct pictures whereby
social responsibility is shown (appendix 1)

Being critical is not a bad point to keep a company to perform very well, can
Crossphase still improve? Or do they have to change their strategy before Hariri’s prediction
will rule the World. Hariri states “We are entering the new world, whereby Dataism will be
the new god controlling everyone on the planet” He argues that Big data will be created and

8 1551292
CRKC7004 Information Management

controlled by only a few mayor companies like FB and Google. Through Big data the
companies will know what you want, when you want it, and how you want it, even before
you know yourself. Measuring process like NPS will not be needed anymore in the near
future. Hariri states cynical that “Google will be god and it will be the end of free will”
Fred Reichheld the mastermind behind NPS seems a little conservative argues that
“Technology will never completely replace the human element necessary to build true
loyalty”, Changing the Crossphase strategy at this particular time seems a little to hares, but
considering that NPS will not provide accurate date is a thing to watch

Facebook is not the only SM platform which can be of great importance of an

organisation. Business can also use Friendster, Hi5, MySpace, YouTube, Flickr, Reddit, Digg
or many others in the ever growing ecology of SM sites says McCarthy, who together with
Kietzman, Hermkens and Silvestre created the honeycomb framework. In this frame work
seven social media building blocks: Identity, Conversations, Sharing, Presence, Relationships,
Reputation and groups. Each block is able to examine a specific area of social media the user
experience and its implications for the company. It will help business leaders to understand
their audience and their engagement needs. Crossphase might have to change their social
media strategy improving on reputation as their customer based is filled with high end well
know customers. The functionality will be to link more their skills to all their customers for
social media functionality whereas to implement Crossphase can check the functionality of
monitoring the real strength, passion while reaching out for other potential customers. This
option might be a ideal situation to put on the strategy agenda for the coming year.
(appendix honeycomb for Crossphase)

Through expending and increase of employees the main focus for continues
improvement is not of great importance. Analysing Crossphase their seem little need to for
improvement in the short term. Long term strategy should focus on using the well known
companies to go Global. If NPS is the appropriate way to create customer satisfaction has to
be research. The strategy on SM should also change to a more international platform
whereby the language should change to English and more global issues addressed for
creating a greater customer base.

8 Security of Information Managment within Crossphase

Question prof IM: Critically analyse the importance of security in information management in
general and in your organisation in particular.

Learning outcome: Critically appraise information systems used within your organisation or
service, evaluating their effectiveness and suggesting any developments which could
enhance the service.

Making improvements within Crossphase regarding IT security is not purely based on

capable senior leadership but also on the financial budget available within the organisations
and the need to invest.

IT security is important for all people who are using a kind of IT equipment, Internet World
Stats show that the world has 3.885.567.619 users and that users are divide per region.
(appendix). Therefore many potential for preventing unauthorised people to access data.
Data however is probably only useful if collected through the 5 rights of Savoie (2012) as

9 1551292
CRKC7004 Information Management

discussed before if the right data is collected, in the right format from the right person at the
right time and in the right place then data will become expensive goods to sell.
The need to secure information is of great importance for company, employees and civilians.
The first commercial firewall product was introduced in 1994 but was already easy bypassed
states Cheswick (2003). Today crooks are likely to sell your personal information through the
so called dark web, the dark web is part of the World Wide Web (WWW) and is only
accessible through special software, it allows users to remain anonymous or untraceable
when receiving data. It is said that hackers have already stolen hundreds of billions worth of
personal details since 2010 says Murphy (2017). Pozzi (2015) engineer of the Hacking Team
state “ we have penetrated into a surveillance software company and stealing more than
400GB of Data”.
It is clear that a secure network and using data sensible is essential, however two
types of IT Security breaches can be detected. One; unintentionally through lose of devices
or through misusing information or intentionally through Hacking. How can organisations
keep data and information save? Is it better to work in the cloud or on a server? Cloud usage
in 2017 in Europe shows an increase, although some countries are rather use a home server,
explains the Central Bureau of Statistics appendix (2017). “The choice to consider a Server
versus Cloud within mainly SME companies is purely based on the fact there is not enough
internal knowledge” says Boedjawan (2017). However Crossphase does exist of “Computer
Nerds” therefore they should know the importance of IT security.

In order not to be hit hard by the impact of IT security breaches Crossphase does not
have the ISO27001 certificate, according to its documentation is was developed to “provide a
model for establishing. implementing, operating, monitoring, reviewing, maintaining and
improving an information security management system” Because Crossphase does log in to
the customers network they do not feel the need to be certified. It seems that the success of
the company is not based on a good security system. Although Crossphase has got insurance
coverage if things might go wrong whilst working wit customers.
The improvement of sensitivity within organisations should be addressed confirm the
Directive 95/46/EU law (designed by the European parliament for protection of individuals).
All organisation have to work regarding guidelines when processing business and personal
data, states the EUR-LEX in an official journal (1995:31-50). Dutch law mention that there is
no difference between personal information or names registered by companies, therefore the
registered person is responsible for any company obstructions and can be punished. The
new regulations of the General Data Protection Regulation (EU-GDPR, may 2018) should
increase the safety and responsibilities of organisation using and or working with data and
information from their customers. Crossphase will have to invest to update in IT security
before this deadline.
Cyber crime, Crossphase mention is big business, companies worldwide report a
growing number of cyber attacks and we are aware that we work with sensitive information
but always through the server of our customers. We do recognise says Fokkelman that it is a
new form of risk business leaders have to face. PWC reports (2017) impressive numbers of
how companies are working with cyber disruption. From the 9500 executives interviewees
from 122 countries and 75 different organisation state that 67% have an Internet of Thinks
(IoT) security strategy in place. Although IoT is hot but not new argues Lopez (2013).
Peculiar enough 30% of security incidents are done by current employees state Joyce (CIO,
PWC).

Searching through the best way of securing of handling data and information seems
to be through a secure management of authentication system. With this system a master
digital key is received from the owner, the user can only gain access through using a master
digital key. Through different diagram a organisation is able to create its own digital master

10 1551292
CRKC7004 Information Management

key including different step to handle or co-ordinate the access for any user. The inventors
Torres and Vincent have been creating this option in 2004 and is still seems relevant for all
people working with data and information.

Although providing and reassure the customers of Crossphase the need for extra
investments based on securing data and information it is a area of concern. Through many
examples and a big increase of cyber attacks and the upcoming strength and skills of
hackers all people using IT become threads of losing important data. Even when securing
your own information it is still not considered that people are safe by using, sharing or
providing data. Due to the importance of having data security should be provide by many
institutions and governments as a company or person has not got the ability to overcome
and to reassure a safe IT environment in the work or home situation.

9 Conclusion

Evaluating the importance of leadership responsibility for information governance is of great

importance, the need to gain knowledge of IG can indicate a great deal of success for a
organisation. How a company evaluates and collects data is very important to direct and lead
the employees towards the common goal for an organisation. If companies are dedicated to
work towards the new law requirements, it will eliminate a lot of problems on security and
information resource which are essential for the success of the organisation and it will
support and create direct Transparancy for the employees and the customers. Expectations
are thereby met and results will increase as results will rise towards the realistic measurable
goals.

10 Bibliography and references

2017Qualtrics, 2017. Qualtrics. [Online]

Available at: https://www.qualtrics.com/product-management/
[Geopend 15 11 2017].

Anon., 2017. Business Dictionary. [Online]

Available at: http://www.businessdictionary.com/definition/information-management.html
[Accessed 6 11 2017].

CBS, 2017. Centraal Bureau voor de Statistieken. [Online]

Available at: https://www.cbs.nl/nl-nl/nieuws/2017/45/steeds-meer-nederlanders-in-de-cloud
[Geopend 20 11 2017].

Cheswick, W. R., Bellovin, S. M. & Rubin, A. D., 2003. Firewalls and Internet Security. 1st
red. Boston: Addison-Wesley Longman Publishing.

11 1551292
CRKC7004 Information Management

Choo, C. W., 2002. Information Management for the intelligent organisation. 3rd red.
Medford : Information Today .

Fokkelman, M., 2017. Crossphase. [Online]

Available at: https://crossphase.nl/en/
[Geopend 4 11 2017].

Geurkink, W., 2013. Frank Watching. [Online]

Available at: https://www.frankwatching.com/archive/2013/09/21/hebben-de-csat-en-nps-
hun-langste-tijd-gehad/
[Geopend 6 11 2017].

Group, M. M., 2017. Internet World Stats. [Online]

Available at: http://www.internetworldstats.com/stats.htm
[Geopend 22 11 2017].

Harari, Y. N., 2017. People, Gods and Technology [Interview] (29 10 2017).

ISO, 2017. International Organisation for Standardization. [Online]

Available at: https://www.iso.org/isoiec-27001-information-security.html
[Geopend 19 11 2017].

Lande van der, J., 2017. Analysys. [Online]

Available at: http://www.analysysmason.com/Research/Content/Reports/NPS-digital-
transformation-Mar2017-RMA15/
[Geopend 6 11 2017].

McCarthy, I., 2017. Itdepends. [Online]

Available at: http://itdepends4.blogspot.nl/2011/04/understanding-social-media-ecology.html
[Geopend 6 11 2017].

Meeuwissen, T., 2017. Werken 2.0. [Online]

Available at: http://www.werken20.nl/nieuws-over-nieuwe-werken/technologie/38432/40-
procent-meer-bedrijven-in-de-cloud/
[Geopend 13 11 2017].

Murphy, M., 2017. Here's how much your personal data is worth to hackers. NYPost , 23 7,
p. 1.

Pfeifer, J., 2016. The modern guide to winning customers with net promoter score, New York
: Mc Kinsey & Co .

Quy, H. & Shipilov, A., 2012. The Key to Social Media Succes Within Organizations.. MIT
SLOAN Management Review , 2012(vol 54 no 1), pp. 73-83.

Reichheld, F., 2017. Linkedin. [Online]

Available at: https://www.linkedin.com/pulse/does-your-rewards-program-inspire-loyalty-
fred-reichheld/
[Geopend 2 11 2017].

12 1551292
CRKC7004 Information Management

Technology, 2015. BBC News. [Online]

Available at: http://www.bbc.com/news/technology-33409594
[Geopend 20 11 2017].

Thagard, P., 2015. Psychology today. [Online]

Available at: https://www.psychologytoday.com/blog/hot-thought/201509/emotional-capital
[Geopend 12 11 2017].

Torres, E. & Vincent, C., 2004. Secure management of authentication. USA, Patentnr.
US8402518.

11 Appendices

Appendix 1

Appendix 2

13 1551292
CRKC7004 Information Management

Source: created by Willemse (2017) based on the honeycomb model. (McCarthy et al 2011)

Appendix 3

Appendix 4

Cloud usage in percentage in the EU overall and 9 different European Countries.

14 1551292
CRKC7004 Information Management

Source: 20171120, CBS

15 1551292