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Business <br />Metrics <br />Category <br />Cost <br />. <br />Actual cost vs. budget (variance) for project, for phase, for <br />activity, eta <br />Effort <br />• <br />Actual effort vs. budget (variance) <br />•_Amount <br />�. <br />of project manager time vs. overall effort hours <br />Duration <br />Actual duration vs, budget (variance _____ <br />Productivity <br />• <br />Effort hours per unit of work/function point <br />• <br />Number of process improvement ideas implemented <br />• <br />Number of hours/dollars saved from process <br />Improvements <br />Quality of <br />• <br />Number of defects discovered after initial acceptance <br />Deliverables <br />• <br />Percentage of deliverables that comply 100% with Digital <br />Networks Group standards <br />• <br />Number of client change requests to revise scope <br />• <br />Number of hours of rework to previously completed <br />deilverables <br />• <br />Number of risks that were successfully mitigated <br />Client <br />Overall client satisfaction with deliverables in terms of. <br />Satisfaction <br />(survey) <br />with <br />o Reliability <br />Deliverables <br />o Defects <br />o Usability <br />o Response time <br />o Ease of use <br />o Availability <br />o Flexibility <br />o Intuitiveness <br />o Security <br />o Meets client needs <br />o Easy to understand messages <br />o User documentation <br />Client <br />Overall client satisfaction with the project team In terms of: <br />Satisfaction <br />(survey) <br />with Project <br />o Responsiveness <br />Team <br />o Competence <br />o Accessibility <br />o Courteous <br />o Communication <br />o Credibility <br />o Business knowledge <br />o Reliability / follow through <br />o Professionalism <br />o Training <br />o Overall client satisfaction <br />-Average time required to resolve Issues <br />25H-22 <br />0) <br />i <br />DIGITAL hIEr%A <br />G R O V P, 1 r4 c <br />www.digitainetwotksgroup.com <br />