Web systems present executives with a new variant of an old problem: determining “What am I getting out of this communication technology implementation?” The creation of a set of value criteria is vital. The main aim of the paper is to modify the approach suggested by Kaplan‐Norton, emphasizing the value chain processes and other development aspects important for e‐healthcare (patient satisfaction, finance, knowledge and technology). The paper contains the definition of the value generated in an e‐healthcare system. The paper develops M. Porter's value chain approach and contains a model value chain for an e‐healthcare organisation. This approach explains the activities behind the generation of value.