Scorecards in ICT(Internet & Communication Technology)

Scorecards in ICT(Internet & Communication Technology)

Ticket Management Process

• Number of registered tickets
• Average duration from initiation to completion of tickets
• Number of successfully closed tickets per file.
• Reopen rate of closed tickets (means customers are not satisfied with the result)

Project Management

• Target achievement
• Quality of the results
• Budget consumed
• Deadlines
• How many changes
• How many unresolved problems

Indicators

Management indicators are included in target agreements such as target values to be reached. The manager is able to change things. 

Information indicators

The environment of the management task, the reachability of the agreed targets. Expected values are documented. Indicators are like the weather, cannot be changed by the management, but they have to know the actual values to do their job properly.

Benchmarks

With Benchmarks, we can compare the differences, often used to compare control objects from different organizations. Comparable and measurable are the bases for management here. The same project could be generated similarly by different organizations. 

Analytic indicators

Some values are changing over time such as our abilities to get what I wanted. So, this sort of indicator should be generated only from time to time.

Reference

Kutz, M. (2016). Introduction to Electronic Commerce: Combining Business and Information Technology. Bookboon.com