Archive for May, 2010
Strategic Use of Performance Metrics
Performance metrics are critical to a shared services organization. To make strategic use of performance metrics, you must have business rules to help you select the best measures and performance metrics that cover every dimension of your service offerings.
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Business intelligence is the technology, processes, procedures and talent infrastructure for extracting, aggregating, and analyzing data from disparate source systems to gain end-to-end insights into business processes and performance. Business intelligence gives a shared services organization important information about the timeliness, quality, cost and utility of its services. Business intelligence provides business units information about their patterns of consumption, the shared services organization’s performance against key indicators and customer satisfaction. Shared services organizations use business intelligence to identify trends, cost drivers, process capabilities and opportunities to improve performance.
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