Chapter 4 – Measuring the Success of Strategic Initiatives
MEASURING INFORMATION TECHNOLOGY’S SUCCESS
- - Key performance indicator – measures that are tied to business drivers
- - Metrics are detailed measures that feed KPIs
- - Performance metrics fall into the nebulous area of business intelligence that is neither technology, nor business centered, but requires input from both IT and business professionals
EFFICIENCY AND EFFECTIVENESS
- - Efficiency IT metric – measures the performance of the IT system itself including throughput, speed, and availability
- - Effectiveness IT metric – measures the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases
BENCHMARKING – BASELINE METRICS
- - Regardless of what is measured, how it is measured, and whether it is for the sake of efficiency or effectiveness, there must be benchmarks – baseline values the system seeks to attain
- - Benchmarking – a process of continuously measuring system results, comparing those results to optimal system performance (benchmark values), and identifying steps and producers to improve system performance.
EFFICIENCY IT METRIC
- measure the performance of the IT system itself including throughout,speed and availability.
- lots of useful information
EFFECTIVENESS IT METRIC
- measure the impact it has on business processes and activities including customer satisfaction, conversation rates, and sell-through increases.
- the extent to which our services are prefer by many consumers.
METRICS FOR STRATEGIC INITIATIVES
- Metrics for measuring and managing strategic initiatives include;
· Website metrics.
· Supply chain management (SCM) metrics
· Customer relationship management (CRM) metrics
· Business process reengineering (BPR) metrics
· Enterprise resource planning (ERP) metrics
WEBSITE METRICS
SUPPLY CHAIN MANAGEMENT METRICS
CUSTOMER RELATIONSHIP MANAGEMENT METRICS
BPR and ERP Metrics
- The balanced scorecard enables organizations to measure and manage strategic initiatives.
E
MEASURING INFORMATION TECHNOLOGY’S SUCCESS
- - Key performance indicator – measures that are tied to business drivers
- - Metrics are detailed measures that feed KPIs
- - Performance metrics fall into the nebulous area of business intelligence that is neither technology, nor business centered, but requires input from both IT and business professionals
EFFICIENCY AND EFFECTIVENESS
- - Efficiency IT metric – measures the performance of the IT system itself including throughput, speed, and availability
- - Effectiveness IT metric – measures the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases
BENCHMARKING – BASELINE METRICS
- - Regardless of what is measured, how it is measured, and whether it is for the sake of efficiency or effectiveness, there must be benchmarks – baseline values the system seeks to attain
- - Benchmarking – a process of continuously measuring system results, comparing those results to optimal system performance (benchmark values), and identifying steps and producers to improve system performance.
EFFICIENCY IT METRIC
- measure the performance of the IT system itself including throughout,speed and availability.
- lots of useful information
EFFECTIVENESS IT METRIC
- measure the impact it has on business processes and activities including customer satisfaction, conversation rates, and sell-through increases.
- the extent to which our services are prefer by many consumers.
METRICS FOR STRATEGIC INITIATIVES
- Metrics for measuring and managing strategic initiatives include;
· Website metrics.
· Supply chain management (SCM) metrics
· Customer relationship management (CRM) metrics
· Business process reengineering (BPR) metrics
· Enterprise resource planning (ERP) metrics
WEBSITE METRICS
CUSTOMER RELATIONSHIP MANAGEMENT METRICS
BPR and ERP Metrics
- The balanced scorecard enables organizations to measure and manage strategic initiatives.
E
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