INFORMATION SYSTEMS
Chapter 4: Measuring the Success of Strategic
Initiatives + BP4
Learning Outcomes
Rankings
KPIs
Class Activity
1-3: AUBG
19-21: Lufthansa
4-6: KFC
7-9: Walmart
10-12: Toyota
16-18: Zara
34-36: OK Taxi
Transportation, Sofia
Efficiency IT Metrics
Throughput
Transaction speed
System availability
Information accuracy
Web traffic
Response time
Effectiveness IT Metrics
Usability
Customer satisfaction
Conversion rates
Financial
Benchmarks
Benchmarking
CRM practices
Customer-service vision
Approaches to offering e-government services through
multiple-service delivery channels
Initiatives for identifying services for individual citizen
segments
Website metrics
Supply chain management (SCM) metrics
Customer relationship management (CRM) metrics
Business process reengineering (BPR) metrics
Enterprise resource planning (ERP) metrics
Website Metrics
Abandoned registrations
Abandoned shopping carts
Click-through
Conversion rate
Cost-per-thousand
Page exposures
Total hits
Unique visitors
Back order
Customer order
promised cycle time
Customer order actual
cycle time
Inventory replenishment
cycle time
Inventory turns
(inventory turnover)
CRM Metrics
Measure user satisfaction and interaction
Sales metrics
# of prospective
customers
# of new customers
# of retained customers
# of open leads
# of sales calls
Amount of recurring
revenue
# of proposals given
Service metrics
# of cases handled by
agent
# of service calls
Average # of service
requests by type
% compliance with
service-level agreement
% of service renewals
Customer satisfaction
level
Marketing metrics
# of marketing campaigns
# of responses by
marketing campaign
# of purchases by
marketing campaign
Revenue generated by
marketing campaign
# of new customers
acquired by marketing
campaign
Balanced Scorecard
9 Steps to Success
Step 1: Assessment
Internal and External Strategic Assessment
TM
Step 2: Strategy
Customer Value, Strategic Themes & Results
Step 3: Objectives
Strategy Action Components
Step 6: Initiatives
Strategic Projects
Step 8: Alignment
Cascading to Unit and Individual Scorecards
Step 9: Evaluation
Strategy Results and Revised Strategies
Balance Scorecard
Video: QuickScore Performance Information System
Oracle
Business Intelligence Enterprise Edition
Oracle
Business Intelligence Enterprise Edition
Oracle
Business Intelligence Enterprise Edition
Oracle
Business Intelligence Enterprise Edition
Oracle
Business Intelligence Enterprise Edition
Enterprise Architecture
Enterprise Architecture