Measuring information technology success
- Key performance indicator (KPI) measure that are tied to business drivers.
- Metrics are detailed measure that feed KPI.
Efficiency and effectiveness
Efficiency : Measure the performance of the IT systems. ( Doing things right)
Effectiveness : Measure the impact. ( Doing the right things)
Benchmarking - Baselining metrics
- a process measuring, comparing, identifying to improve systems performance.
Efficiency IT metrics
- Throughput
- Transaction speed
- Systems availability
- Information accuracy
- Web traffic
- Response time
Effectiveness IT metrics
- Usability
- Customer satisfaction
- Conversion rates
- Financial
The interrelationships of efficiency and effectiveness IT metrics
- security : an issue for any organization offering product and service over the internet.
- Implement internet security.
- Secure internet connections and sockets layer.
Metrics For Strategies Initiatives
1. Web site metrics
2. SCM metrics
3. CRM metrics
4. BPR metrics
5. ERP metrics
Web Site Metrics :
- Abandoned registrations
- Abandoned shopping cards
- Click through
- Conversion per thousand
- Page exposed
- Total hits
- Unique visitors
Supply Chain Management Metrics
- Back order
- Customer order actual cycle time
- Customer order promised cycle time
- Inventory replenishment cycle time
- Inventory turns ( inventory turnover)
Customer Relationship Management Metrics
BPR and ERP metrics
- The balanced scorecard enables organizations to measure and manage strategies initiatives
No comments:
Post a Comment