CHAPTER 4 ( Measuring the Success of Strategic Initiatives )

4.1  Compare efficiency IT metrics and effectiveness IT metrics

4.2  List and describe five common types of efficiency IT metrics

4.3  List and describe four types of effectiveness IT metrics

4.4  Explain customer metrics and their importance to an

     organization

Efficiency and Effectiveness

v Efficiency IT metric – measures the performance of the IT system itself including throughput, speed, and availability

v Effectiveness IT metric – measures the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases

Efficiency IT Metrics

v Efficiency IT metrics focus on technology and include:

§Throughput

§Transaction speed

§System availability

§Information accuracy

§Web traffic

§Response time

Effectiveness IT Metrics

v Effectiveness IT metrics focus on an organization’s goals, 

  strategies, and objectives and include:

§Usability

§Customer satisfaction

§Conversion rates

§Financial

WEB SITE METRICS

v Web site metrics include:

§Abandoned registrations

§Abandoned shopping cards

§Click-through

§Conversion rate

§Cost-per-thousand

§Page exposures

§Total hits

§Unique visitors