Management Framework

• Value: Reports or surveys to measure the effectiveness and perceived value of the process to the stakeholders and users

• Quality: Process quality indicators are typically activity based and are established to measure the quality of individual or key activities as they relate to the objective of the end-to-end process

• Performance: Metrics established under this quadrant measure the average process throughput or cycle time. (E.g. Metrics to capture the speed and performance of the stated process objective and output).

• Compliance: Process compliance seeks to measure the percentage of process deployment across the IT organization. A process may have a good perceived value, good quality and speedy throughput but only be adhered to by a fraction of the IT organization

The following four quadrants represent a dashboard by which the Process Owner can determine the health of a process. A minimum of one or two measurements should be determined for each quadrant to ensure a balanced perspective on the use and effectiveness of the process.