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Project SC: Implementing an IT Performance Scorecard
Taking measure and taking action
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Senior executives are continually asking whether
they are spending too much on IT and what are they getting for their IT
expenditure. Without a comprehensive, business-oriented, and believable IT
performance measurement system, these basic questions are impossible to answer –
and IT is typically underfunded. With such a performance scorecard, the business
value of IT becomes clear, and IT investments become informed business
decisions.
By working with over 50 major corporations, we
developed a comprehensive and comprehendible performance scorecard that answers
the three most critical questions business executives ask about IT performance:
- Are we as a company doing the right things with IT? Are we making the right IT investments? Are we using IT to effectively support our business strategy? Are we getting value for our investment
- Are we doing these things well? Do we deliver baseline services cost-effectively and reliably? Are projects completed on time and on budget? How do we compare with the best
- Are we positioning for the future? Are we innovating, both within IT and on behalf of the business? Are we building the right capabilities to improve performance and deliver new business value
Blending methods drawn from the "Balanced
Scorecard" and the "Service Profit Chain," we devised a "Dashboard" for tracking
IT performance through six sets of indicators: Business Value, Customer
Satisfaction, Financial Management, Internal Operations, IT Employees, and
Innovation and Learning. Integral to the Dashboard are surveys that demonstrate
the dependencies between IT employee and customer satisfaction and identify the
actions that will improve satisfaction the most.
This Re.sults® report delivers the most
business-oriented, comprehensive, and useful IT performance scorecard available
today, together with guides to its rapid implementation and its use in forging
better working relationships between CIOs and other senior business executives,
including CEOs.
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