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IT Payoff, The: Measuring the Business Value of Information Technology Investments by Rajiv Kohli, Sarv Devaraj

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Chapter 6. Technology Payoff Metrics—Balanced Multiple Objectives

 

“When you can measure what you are speaking about, and express it in numbers, you know something about it, but when you cannot measure it, your knowledge is of a meager and unsatisfactory kind.”

 
 --Lord Kelvin

What is a metric? Metric is a term that relates to measurement. The objectives of establishing metrics are for tracking and evaluating performance, benchmarking, feedback, and organizational improvement. Measures can be ROI on a new decision support system or the number of lines of error-free code for an IT solutions provider. Very simply, it is a characteristic of a system, organization, or process that can be measured and expressed in numbers. The two broad categories of ...

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