NOTE IT CHAPTER 4

Key performance indicator	=measures that are tied to business drivers
Metrics	=are detailed measures that feed KPIs
Performance metrics	=fall into the nebulous area of business intelligence that is neither technology, nor business centered, but requires input from both IT and business professionals
Efficiency IT metric	= measures the performance of the IT system itself including throughput, speed, and availability
Effectiveness IT metric	=measures the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases
benchmarks	=baseline values the system seeks to attain
Benchmarking	=a process of continuously measuring system results, comparing those results to optimal system performance (benchmark values), and identifying steps and procedures to improve system performance
Throughput (Efficiency IT metrics)	=The amount of information that can travel through a system at any point in time
Transaction Speed (Efficiency IT metrics)	=the amount of time a system takes to perform a transaction
System Availability (Efficiency IT metrics)	=the number of hours a system is available for users
Response Time (Efficiency IT metrics)	=the time it takes to respond to user interactions such as a mouse click
Web Traffic (Efficiency IT metrics)	=includes a host of benchmarks such as the number of page views, the number of unique visitors, and the average time spent viewing a web page
Information Accuracy (Efficiency IT metrics)	=the extent to which a system generates the correct results when executing the same transaction numerous times
Usability (Effectiveness IT metrics)	=the ease with which people perform transactions and/or find information
Customer Satisfaction (Effectiveness IT metrics)	= measured by such benchmarks as satisfaction surveys, percentage of existing customers retained, and increases in revenue dollars per customer
Conversion Rates (Effectiveness IT metrics)	=the number of customers an organization "touches" for the first time and persuades to purchase its products or services
Financial (Effectiveness IT metrics)	=such as return on investment (the earning power of an organization's assets), cost-benefit analysis (the comparison of projected revenues and costs including development, maintenance, fixed, and variable), and break-even analysis (the point at which constant revenues equal ongoing costs)
Website metrics	=METRICS FOR STRATEGIC INITIATIVES Metrics for measuring and managing strategic initiatives include: (5) / Information System Metrics
Abandoned registrations (Website Metrics)	= Information System Metrics number of visitors who start the process of completing a registration page and then abandon the activity
Abandoned shopping carts (Website Metrics)	= Information System Metrics number of visitors who create a shopping cart and start shopping then abandon
Click-through (Website Metrics)	=  Information System Metrics count the number of people who visit a site, click on ad, and then are taken to the site of the advertiser
Conversion rate (Website Metrics)	= Information System Metrics Percentage of potential customers who visit a site and actaully buy something
Cost-per-thousand (CPM) (Website Metrics)	=Information System Metrics sales dollars generated per dollar of advertisitng. This is commonly used ot make the case for spending money to appear on a search engine / how much does it cost the company to get 1,000 views?
Page exposures (Website Metrics)	= Information System Metrics average number of page exposures to an individual visitor
Total hints (Website Metrics)	=Information System Metrics number of visits to a website, many of which may be by the same visitors
Unique Visitors (Website Metrics)	=Information System Metrics the number of unique visitors to you sites a a given time. Commonly used to rate the most popular websites
benchmarking	=a process of continuously measuring system results, comparing those results to optimal system performance (benchmark values), and identifying steps and procedures to improve system performance
Back Order (SCM Metrics)	=Information System Metrics An unfilled customer order for a product that is out of stock
Customer order promised cycle time (SCM Metrics)	=Information System Metrics the anticipated or agreed upon cycle time of a purchase order. it is the gap between the purchase order creation date and the requested delivery date
Customer order actual cycle time (SCM Metrics)	=Information System Metrics the average time it takes to actually fill a customer's purchase order. This measure can be viewed on an order or an order line level
Inventory replenishment cycle time (SCM Metrics)	=Information System Metrics measure of the manufactoing cycle time plus the time included to deploy the product to the appropriate distribution center
Inventory turns (SCM Metrics)	=Information System Metrics Number of times inventory turns during a one year period. One of the most commonly used SCM metrics.
balanced scorecard	=Information System Metrics BPR And ERP Metrics The ............... enables organizations to measure and manage strategic initiatives