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