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Measures

Measures. Measure. Measure n. 1. The dimensions, quantity, or capacity of something as ascertained by measuring: Length, area, volume, and mass are basic measures of material properties. Measures — What? and Why?.

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Measures

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  1. Measures

  2. Measure Measure n. 1. The dimensions, quantity, or capacity of something as ascertained by measuring: Length, area, volume, and mass are basic measures of material properties.

  3. Measures — What? and Why? Whatwould be helpful to measure in your university’s IT environment andwhy?

  4. Finance • Historically, financial measures have been the first and foremost measure of interest to management. • But, financial measures alone have never provided adequate information for operational support.

  5. The Balanced Scorecard • 1990 multicompany study: Measuring Performance in the Organization of the Future. • Existing performance measurement approaches were hindering organization’s abilities to create future economic value. • New approach: four distinct sets of measures: finance, customer, internal process, and innovation and learning linked to vision and strategy.

  6. Finance “To succeed financially, how should we appear to our shareholders?” Customer “To achieve our vision, how should we appear to our customers?” Learning and Growth Objectives Measures Targets Initiatives “To achieve our vision, how will we sustain our ability to change and improve?” Objectives Measures Targets Initiatives The Balanced Scorecard Internal Business Processes Objectives Measures Targets Initiatives Objectives Measures Targets Initiatives Vision and Strategy “To satisfy our shareholders and customers, what business processes must we excel at?”

  7. Thinking about University IT What do we need to know? • How our customers think we are doing. • Information about the delivery of outcomes. • Information about the internal performance of our processes. • How our staff are doing?

  8. Measurement Framework • Satisfaction – how well are we doing? • Customer – how satisfied are our customers with our products and services • C.f., http://web.mit.edu/ist/survey • Employee – how satisfied are our staff with their work and working environment • C.f., http://www.cit.cornell.edu/cit/qwl/ • C.f., http://web.mit.edu/workfamily/qolsurvey.html • C.f., http://www.insightlink.com/ • Performance – numerical indicators of capacity and results • System • E.g., email messages processed/day • Process • E.g., avg. time to resolve call to help desk • E.g., avg. number of purchase orders processed by ERP system per business day • Intraprocess task • E.g., avg. time to first response to web posting of a request to the help desk • Cost – what are the financial costs • associated with the unit? • Organization • What is the cost of central IT? • System • What is the cost of operating the ERP system? • Service • What is the cost of providing email? Per message processed? • Process • What is the cost of processing a purchase order? • Intraprocess task • What is the first-response cost in the help desk process?

  9. Dashboards What do I do if I want to use measures such as these for operational purposes? • Defining what is significant. • Collecting it. • Making it available. • Using it.

  10. Draft MIT Dashboard

  11. References • The Balances Scorecard, Robert S. Kaplan and David P. Norton, Harvard Business School Press, Boston, MA, 1996. [Slide 6 reproduces Figure 1-1 on Page 9.] • “Aligning IT with Firm Business Strategies Using the Balanced Scorecard System,” Quing Hu and C. Derrick Huang, Proceedings of the 38th Hawaii International Conference on System Sciences – 2005, http://csdl.computer.org/comp/proceedings/hicss/2005/2268/08/22680230a.pdf • “Management by Fact: Benchmarking Uniersity IT Services,” Jennifer Dowling Dougherty, William Clebsch, and Greg Anderson, EDUCAUSE QUARTERLY, Number 1, 2004. [Available at: http://www.educause.edu/LibraryDetailPage/666?ID=EQM0413; see also, http://web.mit.edu/ist/about/benchmarking/.] • “Digital Dashboards: Driving Higher Education Decisions,” Elazar C. Harel and Toby D. Sitko, EDUCAUSE Center for Applied Research Research Bulletin, Volume 2003, Issue 19, September 16, 2003. • Information about MIT’s HelpDesk dashboard as well as current dashboards can be found at: http://web.mit.edu/ist/support/dashboard/.

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