All about Me, Myself and I ^_^: MGT 300 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