1. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 1 Measures & Metrics

2. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 2 Measure Measure n. 1. The dimensions, quantity, or capacity of something as ascertained by measuring: Length, area, volume, and mass are basic measures of material properties. Metrics – Measurements you can use. I.e., a metric presents data or information that allows us to take action.

3. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 3 Metrics — What? & Why? What would be helpful to measure in your university’s IT environment and why?

4. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 4 Great Metrics  Provide clear understanding of progress toward strategic objectives.  Provide current status, rate of improvement.  Be perceived as valuable.  Manage the process and measure the results.

5. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 5 Finance  Historically, financial measures have been the first and foremost measure of interest to management.  But, financial measures alone have never provided adequate information for operational support.

6. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 6 The Balanced Scorecard  1990 multicompany study: Measuring Performance in the Organization of the Future.  Existing performance measurement approaches were hindering organization’s abilities to create future economic value.  New approach: four distinct sets of measures: finance, customer, internal process, and innovation and learning linked to vision and strategy.

7. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 7 The Balanced Scorecard Objectives Metrics Targets Initiatives Objectives Metrics Targets Initiatives Objectives Metrics Targets Initiatives Internal Business Processes “To satisfy our shareholders and customers, what business processes must we excel at?” Customer “To achieve our vision, how should we appear to our customers?” Finance “To succeed financially, how should we appear to our shareholders?” Objectives Metrics Targets Initiatives Learning and Growth “To achieve our vision, how will we sustain our ability to change and improve?” Vision and Strategy

8. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 8 Thinking about University IT What do we need to know to take action to improve our products and services?  How our customers think we are doing.  Information about the delivery of outcomes.  Information about the internal performance of our processes.  How our staff are doing.

9. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 9 Metrics Framework Satisfaction – how well are we doing? Customer – how satisfied are our customers with our products and services C.f., http://web.mit.edu/ist/survey Employee – how satisfied are our staff with their work and working environment C.f., http://www.cit.cornell.edu/cit/qwl/ C.f.,http://hrweb.mit.edu/workfamily/ssur veys.html C.f., http://www.insightlink.com/ Performance – numerical indicators of capacity and results System E.g., email messages processed/day Process E.g., avg. time to resolve call to help desk E.g., avg. number of purchase orders processed by ERP system per business day Intraprocess task E.g., avg. time to first response to web posting of a request to the help desk Cost – what are the financial costs associated with the unit? University What is the cost of IT university-wide? Organization What is the cost of central IT? System What is the cost of operating the ERP system? Service What is the cost of providing email? Per message processed? Process What is the cost of processing a purchase order? Intraprocess task What is the first-response cost in the help desk process?

10. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 10 Dashboards What do I do if I want to use metrics such as these for operational purposes?  Defining what is significant.  Collecting it.  Making it available.  Using it to improve operations.

11. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 11

12. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 12

13. ITLP :: The Information Technology Leaders Program CIC 3 – Workshop 4 @ The University of Wisconsin – Madison, May 6-7, 2008 13 References 1. The Balances Scorecard, Robert S. Kaplan and David P. Norton, Harvard Business School Press, Boston, MA, 1996. [Slide 6 reproduces Figure 1- 1 on Page 9.] 2. “Aligning IT with Firm Business Strategies Using the Balanced Scorecard System,” Quing Hu and C. Derrick Huang, Proceedings of the 38th Hawaii International Conference on System Sciences – 2005, http://csdl.computer.org/comp/proceedings/hicss/2005/2268/08/22680230 a.pdf 3. “Management by Fact: Benchmarking Uniersity IT Services,” Jennifer Dowling Dougherty, William Clebsch, and Greg Anderson, EDUCAUSE QUARTERLY, Number 1, 2004. [Available at: http://www.educause.edu/LibraryDetailPage/666?ID=EQM0413; see also, http://web.mit.edu/ist/about/benchmarking/.] 4. “Digital Dashboards: Driving Higher Education Decisions,” Elazar C. Harel and Toby D. Sitko, EDUCAUSE Center for Applied Research Research Bulletin, Volume 2003, Issue 19, September 16, 2003. 5. Information about MIT’s HelpDesk dashboard as well as current dashboards can be found at: http://web.mit.edu/ist/support/dashboard/.