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Managing IT Performance to Create Business Value

Book Description

Managing IT Performance to Create Business Value provides examples, case histories, and current research for critical business issues such as performance measurement and management, continuous process improvement, knowledge management, risk management, benchmarking, metrics selection, and people management. It gives IT executives strategies for improving IT performance and delivering value, plus it guides them in selecting the right metrics for their IT organizations. Additionally, it offers knowledge management strategies to mature an organization, shows how to manage risks to exploit opportunities and prepare for threats, and explains how to baseline an IT organization’s performance and measure its improvement.

Consisting of 10 chapters plus appendices, the book begins with an overview of performance-based strategic planning, after which it discusses the development of a quality improvement (QI) plan, establishing benchmarks, and measuring performance improvements. It covers how to design IT-specific measures and financial metrics as well as the establishment of a software measurement program. From there, it moves on to designing people improvement systems and discusses such topics as leadership, motivation, recruitment, and employee appraisal.

The final few chapters show how to use balanced scorecards to manage and measure knowledge-based social enterprising and to identify, analyze, and avoid risks. In addition to covering new methods and metrics for measuring and improving IT processes, the author looks at strategies for measuring product development and implementing continuous innovation. The final chapter considers customer value systems and explains how to use force field analysis to listen to customers with the goal of improving customer satisfaction and operational excellence.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. PREFACE
  6. ACKNOWLEDGMENTS
  7. AUTHOR
  8. Chapter 1: Designing Performance-Based Strategic Planning Systems
    1. IT Roadmap
    2. Strategic Planning
    3. Strategy Implementation
      1. Implementation Problems
    4. In Conclusion
    5. References
  9. Chapter 2: Designing Performance Management and Measurement Systems
    1. Developing the QI Plan
    2. Balanced Scorecard
    3. Establishing a Performance Management Framework
    4. Developing Benchmarks
    5. Looking Outside the Organization
    6. Process Mapping
    7. In Conclusion
    8. Reference
  10. Chapter 3: Designing Metrics
    1. What Constitutes a Good Metric?
    2. IT-Specific Measures
    3. System-Specific Metrics
    4. Financial Metrics
      1. Initial Benefits Worksheet
      2. Continuing Benefits Worksheet
      3. Quality Benefits Worksheet
      4. Other Benefits Worksheet
      5. ROI Spreadsheet Calculation
    5. Examples of Performance Measures
    6. In Conclusion
      1. Project/Process Measurement Questions
      2. Organizational Measurement Questions
    7. References
  11. Chapter 4: Establishing a Software Measurement Program
    1. Resources, Products, Processes
    2. Direct and Indirect Software Measurement
    3. Views of Core Measures
      1. Strategic View
      2. Tactical View
      3. Application View
    4. Use a Software Process Improvement Model
      1. Organization Software Measurement
      2. Project Software Measurement
    5. Software Engineering Institute Capability Maturity Model
    6. Identify a Goal-Question-Metric (GQM) Structure
    7. Develop a Software Measurement Plan
    8. Example Measurement Plan Standard
    9. In Conclusion
  12. Chapter 5: Designing People Improvement Systems
    1. Impact of Positive Leadership
    2. Motivation
    3. Recruitment
    4. Employee Appraisal
    5. Automated Appraisal Tools
    6. Dealing with Burnout
    7. In Conclusion
    8. References
  13. Chapter 6: Knowledge and Social Enterprising Performance Measurement and Management
    1. Using Balanced Scorecards to Manage Knowledge-Based Social Enterprising
    2. Adopting the Balanced Scorecard
    3. Attributes of Successful Project Management Measurement Systems
    4. Measuring Project Portfolio Management
    5. Project Management Process Maturity Model (PM)2 and Collaboration
    6. In Conclusion
    7. References
  14. Chapter 7: Designing Performance-Based Risk Management Systems
    1. Risk Strategy
    2. Risk Analysis
    3. Risk Identification
    4. Sample Risk Plan
    5. RMMM Strategy
    6. Risk Avoidance
    7. Quantitative Risk Analysis
    8. Risk Checklists
    9. IT Risk Assessment Frameworks
    10. Risk Process Measurement
    11. In Conclusion
    12. Reference
  15. Chapter 8: Designing Process Control and Improvement Systems
    1. IT Utility
    2. Getting to Process Improvements
    3. Enhancing IT Processes
    4. New Methods
    5. Process Quality
    6. Process Performance Metrics
    7. Shared First
      1. Step 1: Inventory, Assess, and Benchmark Internal Functions and Services
        1. Tasks
      2. Step 2: Identify Potential Shared Services Providers
        1. Tasks
      3. Step 3: Compare Internal Services versus Shared Services Providers
      4. Step 4: Make the Investment Decision
      5. Step 5: Determine Funding Approach
      6. Step 6: Establish Service-Level Agreements
      7. Step 7: Postdeployment Operations and Management
    8. Configuration Management
      1. CM and Process Improvement
      2. Implementing CM in the Organization
    9. In Conclusion
    10. References
  16. Chapter 9: Designing and Measuring the IT Product Strategy
    1. Product Life Cycle
    2. Product Life-Cycle Management
    3. Product Development Process
    4. Continuous Innovation
    5. Measuring Product Development
    6. In Conclusion
    7. References
  17. Chapter 10: Designing Customer Value Systems
    1. Customer Intimacy and Operational Excellence
    2. Customer Satisfaction Survey
    3. Using Force Field Analysis to Listen to Customers
    4. Customer Economy
    5. Innovation for Enhanced Customer Support
    6. Managing for Innovation
    7. In Conclusion
    8. References
  18. APPENDIX I
  19. APPENDIX II
  20. APPENDIX III
  21. APPENDIX IV
  22. APPENDIX V
  23. APPENDIX VI
  24. APPENDIX VII
  25. APPENDIX VIII
  26. APPENDIX IX
  27. APPENDIX X
  28. APPENDIX XI
  29. APPENDIX XII
  30. APPENDIX XIII
  31. APPENDIX XIV
  32. APPENDIX XV
  33. INDEX