Chapter 4. Measuring the Success of Strategic Initiatives. 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
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Measuring the Success of Strategic Initiatives
Efficiency and effectiveness IT metrics are two ways to measure the success of IT strategic initiatives
How would you determine if the system was
performing faster or slower than expected
if they were not any benchmarks?
E-government effectiveness metrics include
CRM practices, customer-service vision,
approaches to offering e-government services through
multiple-service delivery channels, and
initiatives for identifying services for individual citizen segments
Customer metrics – assess the management of customer relationships by the organization and include:
to determine the efficiency and effectiveness of
its Web sites?