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Performance Metrics

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by sschmeg

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I work for a small (175 employee) electronics design and manufacturing company. I am researching methods used for reporting the performance of the IT department. For example, a measure of the IT department might be customer (internal or external) satisfaction - ie, speed, accuracy, etc. Perhaps network uptime % is another.

Much of my research in performance measures used seems to be geared towards larger companies and/or companies whose primary function lies in computing. I'd like to establish performance measures for an IT department of 2 in a small manufacturing comapny. So, any info you are willing to share is appreciated.

Would anyone be willing to share either the performance measures used by you?

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by oldefar

Most of the information you will find about IT performance metrics begins with the how. The first step, though, is in determining what. You seem to understand that.

I would begin with statements that link what you do in IT to what your company does as a business. Areas to look at will include design, manufacturing, sales cycle, and accounting. This exercise will keep IT performance focused on supporting the company. Get input from the departments involved. They may be able to give you some very specific metrics meaningful to them. At a minimum, understand what they do so you can understand how IT is supporting them.

Once you have the linkage established, you will likely find the appropriate metrics for IT becoming obvious. Now you can work on finding the appropriate technical approaches for your circumstances.

You may find it useful to bring in someone from outside the company to assist in the first step. A member of your local Chamber of Commerce who has no direct interest in your company (not a supplier, customer, or competitor) may see relationships that both you and other internal eyes would miss. Its a low cost approach versus contracting a business consultant.

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