Thursday, 9 January 2014

Chapter 4 : Measuring the Success of Strategic Initiatives

  1. Measuring Information Technology's Success key performance indicators (KPIs) are the measures that are tied to business drivers. Metrics are the detailed measures that feed those KPIs. Performance metrics fall into a nebulous area of business intelligence that is neither technology-nor business-centred, this area requires input from both IT and business professionals to find success
  • Effectiveness IT metrics - measure the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases
  • Efficiency IT metrics - measure the performance of the IT system itself including throughput, speed, and availability
  • Benchmarking - a process continuously measuring systems results, comparing those results to optimal system performance, and identifying steps and procedures to improve systems performance
     2. The Interrelationship of Efficiency and Effectiveness IT Metrics
  • Common types of efficiency IT metrics
  • Common types of effectiveness IT metrics
     3. Metrics for Strategic Initiatives
  • Website metrics
  • Supply Chain Management (SCM) Metrics
  • Customer Relationship Management (CRM) Metrics
  • Business Process Re engineering (BPR) and Enterprise Resource Planning (ERP) Metrics
    • Balanced scorecard  is a management system, in addition to a measurement system, that enables organizations to clarify their vision and strategy and translate them into action
    • The balanced scorecard views the organizations from four perspectives :
      • The learning and growth perspective
      • The internal business process perspective
      • The customer perspective
      • The financial perspective

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