metrics in comment and analysis
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Building the business case for collaboration
Comment For example if the marketing department has successfully rolled out a collaboration project, the relevant ROI metrics could be used to make a case for another department, such as sales. It is much easier to calculate... [08 Jun 2004]
Peter Cochrane's Uncommon Sense: Fractal stupidity
Comment As a result, we see control and measurement systems, performance monitoring and metrics have become all the rage. Do the realms of science and technology offer some respite from everyday, repeated stupidity? [11 Mar 2004]
How call centres caught the teleworking bug
Comment These metrics are not just used for producing customer care statistics - they're often cross-referenced against human resources data so that management can assess the productivity of agents against their salary. [29 Oct 2003]
What to look for in an outsourcing contract
Comment Service level agreements (SLAs) referring to business goals rather than arbitrary technical metrics should be specified - but they should be enforced more by incentives and bonuses than penalties. When it comes to... [22 Apr 2003]
"I'm sorry but the computer's a bit slow today" - call centre angst in the 21st century
Comment One theory has it that agents, often stressed from having to measure up to demanding call performance metrics (more on these later) are trying to get you on their side. While agents typically feel pressure to get on to... [08 Apr 2003]
Lies, damn lies, and broadband statistics
Comment They certainly show this UN unit has done the metrics but, after all that, is Portugal (at 19) really more advanced in terms of mobile and internet convergence than Japan (20)? New research from the ITU suggests the UK... [17 Sep 2002]
John Lamb's Week: Summer's over - let the conferences begin
Comment Questions to be addressed include: "Have companies clearly defined and agreed business performance metrics targeted at collaborative business processes? Whatever a blue arsed fly is you'll need to be one to keep up with... [14 Sep 2001]
Korean fear: why US dot-com giants may lose out to the East
Comment The figures from web-metrics company Nielsen/NetRatings are an interesting chance to take stock of the latest developments in the online world. They show that eBay's star is still very much on the rise. [01 May 2001]
The Value Proposition: Budgeting - the first step to information superiority
Comment As engineers, we have well-developed methods and metrics for application development, capacity planning and server management, so let's apply some engineering to the IT budget. Building a budget is the hardest task the... [02 Aug 2000]
IT spend: it's not how big it is, it's what you do with it
Comment These metrics are important for another reason - they highlight the broader issue of just how we measure the effectiveness of IT and how we make decisions about deploying it. Former IT director and Butler Group associate... [01 Aug 2000]
The Bloor Perspective: Back-up fracas, Palm and Sony, and traffic measurement
Comment Whilst the technical figures are available, translating these into business metrics is a problem. Upon closer scrutiny, it would seem that both companies have allowed their desire to appear better than the opposition to... [03 Jul 2000]
The Value Proposition: IP - a new metric for the Information Age
Comment We are convinced that his metrics are the only way to measure and benchmark the information management infrastructure of an enterprise. The Butler Group found that using these metrics, Britannic came out... [25 Jan 2000]
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