Undergraduate Research

Undergraduate Research - Information Systems and Research...

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Information Systems and Information Systems and Research Research Vision is the art of seeing the invisible-- Jonathan Swift There are only three kinds of executives: Those who watch things happen. Those who make things happen. Those who wonder what happened.
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Companies Measure Many Things Companies Measure Many Things Customer Customer Satisfaction Satisfaction Quality Quality Financial Financial Processes Processes & Operations & Operations Customer Customer Feedback Feedback Human Resources Human Resources Revenues, Cost, Profit Turnover,SkAs, Training Defects, Errors Cycle Time, Suppliers Complaints, Suggestions Service, Loyalty
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However, measurement is generally ineffective. However, measurement is generally ineffective. Why? Measuring the wrong things Measuring too much; not measuring enough Measures fail to reach the people who need them. Measures do not accurately measure what is intended. Measurement Abuse Poor alignment across the organization Measures are not directly related to strategies, goals and action plans. Disconnect between measures, rewards, customer requirements and goals
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Symptoms of Measurement Problems Symptoms of Measurement Problems Parts of the organization report to be doing well, but the organization as a whole is not performing. Operational results and customer satisfaction goals are met, but profitability drops. Results change but no one knows why. A measure is not collected but no one misses it. The phrase “I wonder why…” is often heard. Conflicting information is received from different pieces of data.
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Customer-focused Improvement Customer-focused Improvement Understand Customer Requirements Create Performance Measures for Requirements Measure Current Performance (benchmark!) Create a Gap Analysis” Between Current and Required (benchmark!) Prioritize Improvements Implement Improvement Strategy Assess Impact of Improvements
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Integrated Measurement System Integrated Measurement System Financial Outcomes Internal Measures Customer Satisfaction Customer Outcomes Error Rates Shipping Time Defective Invoices Product Devel- opment Time Service Rate Competitive Benchmark Employee Contribution Rate Service - Reliability -Assurance -Tangibles -Empathy -Responsive Product -Core -Features -Competitive Pricing -Competitive Billing -Accurate -Timely Distribution -Dependable -Accurate Loyalty -Share of
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Undergraduate Research - Information Systems and Research...

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