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Lifecycle Lifecycle Performance Performance Professionals
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REPORTING PHASE BEST PRACTICES
33. Project Performance Management – Project Performance Management
is the discipline of organizing and managing resources to ensure that the
project is completed within the defined scope. Project performance
reporting is the process of collecting project baseline data and distributing
performance information to stakeholders. Implementing projects
performance measurement ensures that your reporting clarifies how
resources are being used to obtain the objectives of the project.
34. Scorecard / Dashboard Development – Scorecard / Dashboard
Development is the process of planning, identifying and implementing an
easy access view of how well the organization is reaching strategic goals.
Scorecard / Dashboard Development is the process of displaying whether
the activities of a company are meeting its objectives in terms of vision
and strategy through a series of graphs, charts, gauges, and other visual
indicators that illustrate performance in real time. Scorecard / Dashboard
Development includes identifying actionable indicators, lead indicators,
alerts and thresholds and enabling stakeholders to access data easily.
35. Customer Satisfaction Management – Customer Satisfaction
Management is the process of ensuring that customer’s expectations are
met or exceeded over the lifetime of the product or service. Customer
Satisfaction Management involves understanding specifically what, in
customer’s eyes, an organization is doing well and where that organization
needs to improve in order to better support them. Ultimately, Customer
Satisfaction Management leads to identifying opportunities for products
and service innovation and serves as a basis for performance appraisal
and reward systems.
36. Service Level Tracking and Management – Service levels are
predefined by a service level agreement (SLA) between the user
community and the IS department and between IS and external service
providers. Ideally this is a seamless contract that will establish specific
services that IS will deliver to the end-user community with regards to
various uptime, performance, and problem resolution criteria. The metrics
contained in a SLA need to be specific, measurable, track able, and
meaningful.
The Lifecycle Performance Management Kit and Organizational Performance
and Best Practices Analysis provides all of the processes, techniques and
frameworks to implement a successful enterprise-wide performance solution.
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