Subject category:
Production and Operations Management
Published by:
INSEAD
Version: September 2003
Length: 21 pages
Data source: Field research
Notes: To maximise their effectiveness, colour items should be printed in colour.
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Abstract
This is the first of a two-case series (600-004-1 and 601-028-1). This case deals with the important issue of defining an appropriate set of metrics for measuring IT performance. A balance score-card approach forms the core thrust of the new measurement system setup within Friends Provident for measuring IT performance. The case provides an ideal forum for the discussion of issues and concerns in IT performance management. It highlights the complexities of defining an appropriate balanced score-card for measuring IT perfomance. This case contains colour inserts.
About
Abstract
This is the first of a two-case series (600-004-1 and 601-028-1). This case deals with the important issue of defining an appropriate set of metrics for measuring IT performance. A balance score-card approach forms the core thrust of the new measurement system setup within Friends Provident for measuring IT performance. The case provides an ideal forum for the discussion of issues and concerns in IT performance management. It highlights the complexities of defining an appropriate balanced score-card for measuring IT perfomance. This case contains colour inserts.