Alaa H Abuali
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IT Balance Score Card |
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| Perspective | Objective | Metrics | STARS case Initiatives |
| Corporate Contribution | · Reduce cost
· Increase profitability · Improve processes |
· IT Budget
· Increase In revenue · Client satisfaction
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· Allocate IT budget
· Grow in house IT competency and reduce consultant work
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| Customer Orientation | · Increase customer satisfaction
· Operational efficiency · Increase end user efficiency |
· Customer satisfaction rating
· Average Problem resolution time · Total number of reported issues |
· Improve IT prroceses
· Improve IT roles an respnsbilities
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| Operational Excellence | · Develop best practices processes
· Continuous operational improvement
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· Change management effectiveness
· Infrastructure assessment |
· Commence IT refresh
· Create IT Polices and Procedures · Centralize IT d
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| Future Orientation | · Employee empowerment
· Develop employee expertise · Employee satisfaction
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· Employee retention rate
· Employee education/certification · |
· COntinious IT training courses
· Continuous planned IT refreshes · Impove knowledge management
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