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6. SYSTEMS SELECTION
Information about escapable costs may be found in a review of contracts. It may be
Several sources exist that tie interest rates to risks and industries. A search for
such sources must be taken and the cited rates compared to those used in the
present value analysis.
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7 c,
8. BALANCED SCORECARD OF MEASURES FOR AN IT ORGANIZATION
MISSION MEASURES
Enterprise Mission
Goals
%mission improvements attributable to IT solutions
and services
%planned IT benefits realized
%IT strategies fully matched to enterprise strategies
IT Resource Usage
%databases that can be shared
%hardware/software with interoperability capabilities
CUSTOMER MEASURES
Customer
Partner-ships &
Involvement
%cooperative customer and IT applications design
%joint development service level agreements
%customers attending IT investment meetings
Customer
Satisfaction
%customers satisfied with IT application design/problem
resolution/maintenance and support
%of problems resolved within target time
%products launched on time
INTERNAL IT BUSINESS MEASURES
Applications
Development &
Maintenance
# defects per 100 function points at user acceptance
%decrease in application software failures/problems
mean time to resolve critical defects cycle time for
development
Project Performance
%projects on time/budget/performance
# backlog for enhancement and maintenance requests
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Infrastructure
Availability
%computer/applications availability on-line system
response time
Enterprise
Architecture
Standards
Compliance
%procurement exceptions to architecture standards
# variations from standards detected by review and
audit per year
%increase in systems using architecture
IT INNOVATION/LEARNING MEASURES
Workforce
Competency &
Development
# staff (employees, contractors) by skill areas
%staff professionally certified
%IT budget devoted to training and staff development
Advanced
Technology Use
%organizational penetration of advanced technologies
Employee
Satisfaction
%employees satisfied with the capability of the
existing technical and operating environment to
support mission
%employee turnover by function
FINANCIAL MEASURES
Financial
Performance
%total IT costs by major asset categories (hardware
platforms, software, personnel, facilities, management)
IT budget as % of operational budget
Investment
Performance
Net present value/internal rate of return/return on invest-
ment/return on assets (aggregate or by project)
%IT portfolio review and disposed
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