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Business <br />Metrics <br />Category <br />Cost <br />Actual cost vs, budget (variance) for project, for phase, for <br />activity, etc. <br />Effort <br />Actual effort vs. budget (variance) <br />• <br />Amount of project manager time vs, overall effort hours <br />Duration <br />Actual duration vs. budget variance <br />Productivity <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 />Number of defects discovered after initial acceptance <br />Deliverables <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 />deliverables <br />• <br />Number of risks that were successfully mitt ated <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 />• <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 />• <br />Average time re uired to resolve Issues <br />MIA <br />C <br />d.ja <br />{ 9. <br />q <br />CL X <br />In, M <br />v <br />0 <br />°DIGITAL NETWORKS <br />6 R O 4 P. I N C <br />Le.nen ,n i.un•r.tr . rie. ven <br />www.digitainetworksgroup.com <br />h <br />K' <br />