Business Case 700 words + 300 words reflection + 10 min presentation pptx
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Week03MeasuringtheSuccessofStrategicInitiatives.pptxCHAPTER FOUR
MEASURING THE SUCCESS OF STRATEGIC INITIATIVES
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LEARNING OUTCOMES
Define the primary MIS roles along with their associated responsibilities.
Define critical success factors (CSFs) and key performance indicators (KPIs) and explain how managers use them to measure the success of MIS projects.
Explain why a business would use metrics to measure the success of strategic initiatives.
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MIS DEPARTMENT ROLES AND RESPONSIBILITIES
Chief information officer (CIO) – Oversees all uses of MIS and ensures the strategic alignment of MIS with business goals and objectives
Chief knowledge officer (CKO) - Responsible for collecting, maintaining, and distributing the organization’s knowledge
Chief privacy officer (CPO) – Responsible for ensuring the ethical and legal use of information
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MIS DEPARTMENT ROLES AND RESPONSIBILITIES
Chief security officer (CSO) – Responsible for ensuring the security of MIS systems
Chief technology officer (CTO) – Responsible for ensuring the throughput, speed, accuracy, availability, and reliability of information technology
Chief intellectual property officer
Chief automation officer
Chief user experience officer
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MIS DEPARTMENT ROLES AND RESPONSIBILITIES
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METRICS: MEASURING SUCCESS
Critical success factors (CSFs) – The crucial steps companies make to perform to achieve their goals and objectives and implement strategies
Create high-quality products
Retain competitive advantages
Reduce product costs
Increase customer satisfaction
Hire and retain the best professionals
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METRICS: MEASURING SUCCESS
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METRICS: MEASURING SUCCESS
Key performance indicators (KPIs) – The quantifiable metrics a company uses to evaluate progress toward critical success factors
Turnover rates of employees
Number of product returns
Number of new customers
Average customer spending
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EFFICIENCY AND EFFECTIVENESS
Efficiency MIS metric – measures the performance of the MIS system itself including throughput, speed, and availability
Effectiveness MIS metric – measures the impact MIS has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases
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BENCHMARKING BASELINING METRICS
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 procedures to improve system performance
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THE INTERRELATIONSHIPS OF EFFICIENCY AND EFFECTIVENESS MIS METRICS
Efficiency MIS metrics focus on technology and include:
Throughput
Transaction speed
System availability
Information accuracy
Web traffic
Response time
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THE INTERRELATIONSHIPS OF EFFICIENCY AND EFFECTIVENESS MIS METRICS
Effectiveness MIS metrics focus on an organization’s goals, strategies, and objectives and include:
Usability
Customer satisfaction
Conversion rates
Financial
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THE INTERRELATIONSHIPS OF EFFICIENCY AND EFFECTIVENESS MIS METRICS
Security is an issue for any organization offering products or services over the Internet
It is inefficient for an organization to implement Internet security, since it slows down processing
However, to be effective it must implement Internet security
Secure Internet connections must offer encryption and Secure Sockets Layers (SSL denoted by the lock symbol in the lower right corner of a browser)
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THE INTERRELATIONSHIPS OF EFFICIENCY AND EFFECTIVENESS MIS METRICS
Interrelationships between efficiency and effectiveness
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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
Enterprise resource planning (ERP) metrics
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WEBSITE METRICS
Website metrics include:
Abandoned registrations
Abandoned shopping cards
Click-through
Conversion rate
Cost-per-thousand
Page exposures
Total hits
Unique visitors
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SUPPLY CHAIN MANAGEMENT METRICS
Back order
Customer order promised cycle time
Customer order actual cycle time
Inventory replenishment cycle time
Inventory turns (inventory turnover)
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CUSTOMER RELATIONSHIP MANAGEMENT METRICS
Customer relationship management metrics measure user satisfaction and interaction and include
Sales metrics
Service metrics
Marketing metrics
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BPR AND ERP METRICS
The balanced scorecard enables organizations to measure and manage strategic initiatives
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LEARNING OUTCOME REVIEW
Now that you have finished the chapter please review the learning outcomes in your text
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