MGT300 CHAPTER 4 : MEASURING THE SUCCESS OF STRATEGIC INITIATIVE


LEARNING OUTCOMES :

  • Compare efficiency IT metrics and effectiveness IT metrics.
  • List and describe five common types of efficiency IT metrics
  • List and describe four types of effectiveness IT metrics
  • Explain customer metrics and their importance to an organization

MEASURING INFORMATION TECHNOLOGY SUCCESS
  • Key performance indicator - to measure that are tied to business drivers and metrics are detailed measures that feed KPI's.
EFFICIENCY AND EFFECTIVENESS 
  • Efficiency: measures the performance of the IT system it self including throughput, speed and availability.
  • Effectiveness : measures the impact IT has on business processes and activities including customers satisfaction, conversion rates, and sell-through increases.
BENCHMARKING - BASELINING METRICS
  • Benchmarking is a process of continuously measuring system results. It is comparing those results to optimal system performance and identifying steps and procedures to improve system performance.
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INTERRELATIONSHIPS OF EFFICIENCY AND EFFECTIVENESS IT METRICS 
  • - Efficiency IT Metrics :
  1. Throughput : the amount of information that can travel through a system at any point
  2. Transaction speed : the amount of time a system is available for users
  3. System availability : the number of hours a system is available for users\
  4. Information accuracy : the extent to which a system generates the correct results
  5. Web traffic : includes a host of benchmaks such as the number of page views, the number od unique visitors
  6. Response time : the time takes to respond to user interactions such as a mouse click
  • -Effectiveness IT Metrics :
  1. Usability : is degrees of freedom, which measures the number of clicks required to find desired information
  2. Customer satisfaction : measured by such benchmarks as satisfaction surveys, percentages of existing customers retained and increases in revenue
  3. Conversion rates : the numbers of customer an organization "touches" for the first time and persuades to purchase its products or services
  4. Financial : such as return on investment, cost benefit analysis including development and maintenance.
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INTERRELATIONSHIP BETWEEN EFFICIENCY AND EFFECTIVENESS IT METRICS

WEBSITE METRICS includes:
  • ABANDONED REGISTRATIONS 
  • ABANDONED SHOPPING CARDS
  • CLICK THROUGH 
  • CONVERSION RATES
  • COST PER THOUSAND
  • PAGE EXPOSURES
  • TOTAL HITS 
  • UNIQUE VISITORS
SUPPLY CHAIN MANAGEMENT METRICS
  1. Back order : a back order is demand against an item whose current stock level is insufficient to satisfy demand
  2. Customer order promised cycle time : the anticipated agreed upon cycle time of a purchased order
  3. Customer order actual cycle time : the average time it takes actually fill a customer's purchase order.
  4. Inventory turnovers : it is the one of the most commonly used supply chain management.

CUSTOMER RELATIONSHIP MANAGEMENT METRICS :

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BPR & ERP METRICS :
  • The balanced scorecard enables organizations to measure and manage strategic initiatives 


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THANK YOU ;)



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