- · What is a metric?
o
A
metric is nothing more than a standard measure to assess performance in a
particular area
- · Metrics for measuring and managing strategic initiatives include:
o
Website
metrics
o
Supply
chain management (SCM) metrics
o
Customer
relationship management (CRM) metrics
o
Business
process reengineering (BPR) metrics
o
Enterprise
resource planning (ERP) metrics
- · Website metrics include:
o
Abandoned
registrations
o
Abandoned
shopping carts
o
Click-through
o
Conversion
rate
o
Cost-per-thousand
o
Page
exposures
o
Total
hits
o
Unique
visitors
- · A supply chain is only as strong as its weakest link. The solution is to measure all key areas, which include:
o
Back
order
o
Customer
order promised cycle time
o
Customer
order actual cycle time
o
Inventory
replenishment cycle time
o
Inventory
turns (inventory turnover)
- · Customer relationship management metrics measure user satisfaction and interaction and include:
o
Sales
metrics
o
Service
metrics
o
Marketing
metrics
- · The balanced scorecard enables organizations to measure and manage strategic initiatives
- · The balanced scorecard views the organization from four perspectives:
o
The
learning and growth perspective
o
The
internal business process perspective
o
The
customer perspective
o
The
financial perspective
THE INTERRELATIONSHIPS OF EFFICIENCY AND EFFECTIVENESS
IT METRICS
·
- Efficiency IT Metrics—Measures the performance of the IT system itself including throughput, speed, and availability
- Effectiveness IT Metrics—Measures the impact IT has on
business processes and activities including customer satisfaction,
conversion rates, and sell-through
increases
- Efficiency IT metrics focus on technology and include:
- Throughput
- Transaction speed
- System availability
- Information accuracy
- Web traffic
- Response time
- Effectiveness IT metrics focus on an organization’s goals, strategies, and objectives and include:
- Usability
- Customer satisfaction
- Conversion rates
- Financial
- 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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