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Glossary of ISOM 247 Quiz 1 chpt 4

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Created by ddeetz

-Quantifiable measurements, agreed to beforehand, that reflect the critical success factors of an organization.

-They differ depending on the organization

-Whatever ___ are selected, they must reflect the organization's goals, they must be



Key Performance Indicators (KPI)
measure the performance of the IT system itself including throughput, speed, availability, etc.
Efficiency IT metrics
measure the impact IT has on business processes and activities including customer satisfaction, conversion rates, sell-through increases, etc
Effectiveness IT metric
baseline values the system seeks to attain
benchmarks
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
benchmarking
Efficiency IT metrics focus on technology and include:
Throughput
Speed
System Availability
Accuracy




Effectiveness IT metrics focus on an organization’s goals, strategies, and objectives and include:
Usability
Customer Satisfaction
Conversion Rates
Financial


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