Business Category

Metrics

Cost

• Actual cost vs. budget (variance) for project, for phase, for activity, etc.

• Total support costs for x months after solution is completed

• Total labor costs vs. non-labor (vs. budget)

• Total cost of employees vs. contract vs. consultant (vs. budget)

• Cost associated with building components for reuse

• Total cost per transaction

• Ideas for cost reductions implemented and cost savings realized

Effort

• Actual effort vs. budget (variance)

• Amount of project manager time vs. overall effort hours

Duration

• Actual duration vs. budget (variance)

Productivity
(Difficult to measure accurately unless function points are counted)

• Effort hours per unit of work/function point

• Work units/function points produced per effort hour

• Effort hours reduced from standard project processes

• Effort hours saved through reuse of previous deliverables, models, components, etc.

• Number of process improvement ideas implemented

• Number of hours/dollars saved from process improvements

Quality of Deliverables

• Percentage of deliverables going through quality reviews

• Percentage of deliverable reviews resulting in acceptance the first time

• Number of defects discovered after initial acceptance

• Percentage of deliverables that comply 100% with organization standards

• Percentage of deliverables that comply with organization architectural standards

• Number of client change requests to revise scope (numerous scope change requests might imply poor requirements gathering process)

• Number of hours of rework to previously-completed deliverables

• Number of best practices identified and applied on the project

• Number of risks that were successfully mitigated

Client Satisfaction with Deliverables*

Overall client satisfaction with deliverables in terms of  (survey):

• Reliability

• Defects

• Usability

• Response time

• Ease of use

• Availability

• Flexibility

• Intuitiveness

• Security

• Meets client needs

• Easy to understand messages

• User documentation

• Application response time (calculated by the system)

• Number of approved business requirements satisfied by the project

Client Satisfaction with Project Team*

Overall client satisfaction with the project team in terms of (survey):

• Responsiveness

• Competence

• Accessibility

• Courteous

• Communication

• Credibility

• Business knowledge

• Reliability / follow through

• Professionalism

• Training

• Overall client satisfaction

• Turnaround time required to respond to client queries and problems

• Average time required to resolve issues