Organizational ownership and measurement Process Map Visual communication Type and Scope On line business System implementation System supported Workflow/BPM Service Oriented Architecture Goal/Measurement/Drivers Business Case Project metrics Operational metrics

Customer Sales Business Metrics: Revenue Growth Profitability Customer Satisfaction/Loyalty Technology Metrics: Variance to budget System availability

Business and Technology Ownership Business Metrics: Revenue Growth Profitability Customer Satisfaction/Loyalty Technology Metrics: Variance to budget System availability What if the sales process is on-line? Business required to drive revenue

Business and Technology Ownership

Metrics Drive the Business Technology Metrics: % on-line transactions $/on-line transaction Profitability (shared) Business Metrics: Revenue Growth Profitability (shared) Customer Satisfaction/Loyalty Tied Together Process layer System/Data layer

Long Term Who cares about maintaining current documentation? Who owns process performance metrics? Who is driven to improve?