Metrics and Metrics Based Management

Metrics provide a consistent and reportable method to take credit for what is good and focus change on areas needing improvement. A technology teams should find ways to measure what they do, report the results, and manage their enterprises on these metrics. Metrics provide the reality check to balance the perception of "smoke and mirrors" associated with technology at times.

Some areas that might warrant metrics based reporting:

    Customer Service

    • Frequency of requests - use for month over month comparisons
    • General areas of issue - my well identify training needs
    • Response time for completion - use as counter to perception of delay

    Infrastructure Uptime

    • Web Servers - time up or time up outside of maintenance windows
    • Remote Access performance - don't let anyone blame you for not being able to get in ...
    • Partner portal performance - if an external entity has some responsibility for a key part of your business, make sure that the technology team and the group that manage that relationship know if there is a system or connectivity fault

    Transactional Data

    • What are the key metrics company wide? Does IT have a role in their achievement? Can you report your part?
    • Dashboarding - there may be an opportunity for IT to simplify the reporting of metrics overall within the company. Is there a notional dashboard of key metrics - remember this may individualized. Metrics management be an opportunity for IT to provide a company wide win...

 

 

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