1. 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

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

3. 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

4. Business and Technology Ownership

5. 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

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