Designing Performance-Based Strategic Planning SystemsIT RoadmapStrategic PlanningStrategy ImplementationIn ConclusionReferencesDesigning Performance Management and Measurement SystemsDeveloping the QI PlanBalanced ScorecardEstablishing a Performance Management FrameworkDeveloping BenchmarksLooking Outside the OrganizationProcess MappingIn ConclusionReferenceDesigning MetricsWhat Constitutes a Good Metric?IT-Specific MeasuresSystem-Specific MetricsFinancial MetricsExamples of Performance MeasuresIn ConclusionReferencesEstablishing a Software Measurement ProgramResources, Products, ProcessesDirect and Indirect Software MeasurementViews of Core MeasuresUse a Software Process Improvement ModelSoftware Engineering Institute Capability Maturity ModelIdentify a Goal-Question-Metric (GQM) StructureDevelop a Software Measurement PlanExample Measurement Plan StandardIn ConclusionDesigning People Improvement SystemsImpact of Positive LeadershipMotivationRecruitmentEmployee AppraisalAutomated Appraisal ToolsDealing with BurnoutIn ConclusionReferencesKnowledge and Social Enterprising Performance Measurement and ManagementUsing Balanced Scorecards to Manage Knowledge-Based Social EnterprisingAdopting the Balanced ScorecardAttributes of Successful Project Management Measurement SystemsMeasuring Project Portfolio ManagementProject Management Process Maturity Model (PM)2 and CollaborationIn ConclusionReferencesDesigning Performance-Based Risk Management SystemsRisk StrategyRisk AnalysisRisk IdentificationSample Risk PlanRMMM StrategyRisk AvoidanceQuantitative Risk AnalysisRisk ChecklistsIT Risk Assessment FrameworksRisk Process MeasurementIn ConclusionReferenceDesigning Process Control and Improvement SystemsIT UtilityGetting to Process ImprovementsEnhancing IT ProcessesNew MethodsProcess QualityProcess Performance MetricsShared FirstConfiguration ManagementIn ConclusionReferencesDesigning and Measuring the IT Product StrategyProduct Life CycleProduct Life Cycle ManagementProduct Development ProcessContinuous InnovationMeasuring Product DevelopmentIn ConclusionReferencesDesigning Customer Value SystemsCustomer Intimacy and Operational ExcellenceCustomer Satisfaction SurveyUsing Force Field Analysis to Listen to CustomersCustomer EconomyInnovation for Enhanced Customer SupportManaging for InnovationIn ConclusionReferences