Patent ID: 6968312

Claim:
A method for defining the measures of performance of a customer information technology organization, comprising the steps of: identifying customer performance goals including behaviors exhibited in meeting said goals; building in a computer a measurement model including a plurality of categories in response to said customer performance goals, a plurality of said categories of said model each including a plurality of metrics; performing in said computer gap analysis of said model to determine which of said metrics are already collected by said organization and process capabilities for data collection; identifying new data collection sources for those metrics which are not already collected by said organization; implementing tools and processes for gathering said metrics; generating in said computer measurement reports from said metrics; said building step including building a first draft measurement model and a second draft measurement model; building said first draft measurement model by selectively executing a first prioritization process and a second prioritization process for identifying for each said category a minimum set of metrics; said first prioritization process determining for each said metric a relationship with each said behavior satisfied by said metric by building a first table describing for each said category the relationship for each relevant metric with each of said behaviors it may satisfy and determining for each said metric a metric subtotal of satisfied behaviors, and evaluating said table to identify as most desirable metrics those metrics satisfying the greatest number of behaviors; said second prioritization process determining for each said metric a relationship with each other metric by building a second table relating each said metric to each other said metric, determining from said table for each said metric a metric subtotal representing the number of other related metrics, and prioritizing as desirable metrics for each said category in said measurement model those related to the highest number of other related metrics within said category; building said second draft measurement model to include a minimum set of metrics that drive desired behaviors by selecting metrics from said first and second prioritization processes prioritized selectively by behaviors satisfied and related metrics by calculating the mean value of metric subtotals from each prioritization table and selecting those metrics having metric subtotals greater than or equal to said mean; and selectively including in said measurement model to provide an optimum set of metrics those additional metrics selected as either related to a specific customer need or as an only metric satisfying a particular behavior.