Measuring What Matters Educause 2007 Craig Blaha, Information Technology Services David Burns, McCombs School of Business Copyright Craig Blaha and David Burns, 2007. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires
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Measuring What Matters Educause 2007 Craig Blaha, Information Technology Services David Burns, McCombs School of Business Copyright Craig Blaha and David.
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Measuring What MattersEducause 2007
Craig Blaha, Information Technology ServicesDavid Burns, McCombs School of Business
Copyright Craig Blaha and David Burns, 2007. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright
statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Abstract
Determining what to measure, how to measure it, and to whom to report the results can be more of an art than a science. In this session, four major research universities
will address how to communicate the importance of IT to administration, outreach, teaching and learning, and
• Recommended Metrics– Project based metrics are fine– Qualitative better than quantitative
Barriers
• Behavior beats metrics• Metrics that don’t matter• Defensive metrics• Fear of accountability
Finding Alignment
Alignment Process
Alignment Process
• Identify Stakeholders– Planning that leaves out the middle
• Their Goals and Measures– What is important to them– How do they measure themselves
• Mapping IT Services and Metrics– What do they use– What measures do you have for those services
• Feedback and Refine– Create ongoing dialog and engagement
Key Points
• Focus on the mission• Different strokes…• Understand customer needs• Metrics are collaborative• Active listening is communication• Strategic planning – mind the gap• Sell IT!