Sample – Project Level Metrics
May 21, 2013At the project level, the key parameters are timeliness, productivity, quality, availability and user satisfaction. The following table details the matrices, tools used and some illustrative target details.
|
Parameter |
Metric |
Measurement Tool |
Description |
Illustrative Target |
| Timeliness | ResponseTime | TBD | % of problems responded within the time to respond a problem | TBD |
| Resolution Time | TBD | % of problems resolved within the time to resolve a problem | TBD | |
| Availability | Online Availability | Server Log + Internal Tool | Availability of the online applications | TBD |
| Quality | Bug fix Rejection Rate | TBD | % of problems rejected which are resolved | TBD |
| Production Back outs | TBD | % of fixes backed out from Production after Production Move | TBD | |
| Preventive Maintenance Throughput | TBD | % of fixes that are induced because of preventive maintenance | TBD | |
| Productivity | Year-on-year improvements | TBD | % improvement in average resolution time | TBD |
| User Satisfaction | Stakeholder Satisfaction Survey | Manual | Qualitative measure of stakeholder satisfaction | TBD |
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