Index

A

AHP, see Analytic hierarchy process (AHP)

AIAG, see Automotive industry action group (AIAG)

Analytic hierarchy process (AHP), 33–36

Anytime Feedback, 83

APIs, see Application programming interfaces (APIs)

Application programming interfaces (APIs), 112

Automated appraisal tools, 82–83

Automotive industry action group (AIAG), 101

B

Balanced scorecards, 18–20, 90–93

metrics, 309–315

BCR, see Benefit–cost ratio (BCR)

Behavioral competencies, 273–278

Benchmarking, 22–25

and brainstorming, 368

and documentation, 368

and focus groups, 368

and interviewing, 361–364

of metrics, 32–36

and observation, 367

and participation, 368

and questionnaires/surveys, 364–367

Benefit–cost ratio (BCR), 46

BetterWorks, 82

BPM, see Business process management (BPM)

Brainstorming, and benchmarking, 368

Break-even analysis, 46

Break-even point, 46

Business Balanced Scorecard On-Line, 137

Business process improvements, 131

Business process management (BPM), 130

Business risk RMMM strategy, 112–113

Business risks, 107

C

Capability maturity model (CMM), 61

Capco, 82

CES, see Cost element structure (CES)

Chief information officers (CIOs), 2, 39, 132

CIOs, see Chief information officers (CIOs)

CM, see Configuration management (CM)

CMM, see Capability maturity model (CMM)

Comcast Interactive, 6

Competitive analysis, 26–27

Configuration management (CM), 133, 145–146

metrics, 256

Continuous improvement, 131

Continuous innovation, 155–159

Cost–benefit analysis, 45

Cost element structure (CES), 289

Covey, Stephen, 84

Critical success factors (CSFs), 113–115, 136

CSFs, see Critical success factors (CSFs)

Customer economy, 166–167

Customer intimacy, and operational excellence, 161–162

Customer satisfaction survey, 162–164

D

DARPA, see Defense Advanced Research Project Agency (DARPA)

Data analytics, 77

Data collection, 361

Decision trees, 119

Defense Advanced Research Project Agency (DARPA), 154

Define, measure, analyze, improve, and control (DMAIC), 130

Design for Six Sigma (DFSS), 130

DevOps, 132

DFSS, see Design for Six Sigma (DFSS)

Direct software measurement program, 59

DirectTV, 6

DMAIC, see Define, measure, analyze, improve, and control (DMAIC)

Documentation, and benchmarking, 368

E

Earned-value management (EVM), 52

“Easy to do business with” (ETDBW), 166

Economic value added (EVA), 48

Employee appraisal, 78–81

Engineering process improvements, 131

Enterprise resource planning (ERP), 41–44, 265–266

ERP, see Enterprise resource planning (ERP)

ETDBW, see “Easy to do business with” (ETDBW)

EVA, see Economic value added (EVA)

EVM, see Earned-value management (EVM)

F

Factor analysis of information risk (FAIR), 122

FADE, see Focus, analyze, develop, execute, and evaluate (FADE)

Failure modes and effects analysis (FMEA), 116

FAIR, see Factor analysis of information risk (FAIR)

Financial metrics, 45–52

Five Forces model, 5

FMEA, see Failure modes and effects analysis (FMEA)

Focus, analyze, develop, execute, and evaluate (FADE), 17

Focus groups, and benchmarking, 368

Force field analysis, and VOC, 164–165

G

Goal-question-metric (GQM) paradigm, 63–64

GQM, see Goal-question-metric (GQM) paradigm

H

Holacracy, 71

I

IBS, see Information-based strategy (IBS)

IDEAL model, see Initiate, diagnose, establish, act, and leverage (IDEAL) model

IEEE, see Institute of Electrical and Electronics Engineers (IEEE)

Indirect software measurement program, 59

Information-based strategy (IBS), 172

Infrastructure as code, 133

Initiate, diagnose, establish, act, and leverage (IDEAL) model, 61

Innovation

continuous, 155–159

for enhanced customer support, 167–170

managing for, 170–172

Institute of Electrical and Electronics Engineers (IEEE), 258–264

Intelligence quotient (IQ), 77

Interviewing, and benchmarking, 361–364

IQ, see Intelligence quotient (IQ)

IT risk assessment frameworks, 120–123

IT-specific metrics, 36–41, 255–271

IT staff competency survey, 217–221

IT utility, 127–130

J

JIT, see Just-in-time (JIT)

Just-in-time (JIT), 114

K

Kaizen, 132

KCO, see Key control over operations (KCO) model

Key control over operations (KCO) model, 317

Key performance indicators (KPIs), 93

K&IM, see Knowledge and information management (K&IM)

KM, see Knowledge management (KM)

Knowledge and information management (K&IM), 333–337

Knowledge-based social enterprising

and balanced scorecards, 90–93

measuring project portfolio management, 95–99

overview, 89

project management measurement systems, 93–95

Project Management Process Maturity Model (PM)² model, 99–102

Knowledge management (KM), 317–331

KPIs, see Key performance indicators (KPIs)

L

Lean software development (LSD), 130

LSD, see Lean software development (LSD)

M

Malcolm Baldrige National Quality Award, 97

Measurement case, 66

Measurement plan, 66–68, 279–284

Metrics

balanced scorecard, 309–315

benchmarking initiative of, 32–36

configuration management, 256

examples of performance measures, 52–54

financial, 45–52

Institute of Electrical and Electronics Engineers (IEEE) defined, 258–264

IT-specific measures, 36–41, 255–271

for knowledge management (KM), 317–331

overview, 31–32

process maturity framework, 256–258

product and process, 255–256

selected performance, 264

Software Technology Support Center (STSC), 223–254

system-specific, 41–45

Monte Carlo methods, 119

Motivation, 75–76

N

National Consumer Electronics, 6

Net present value (NPV), 51–52

New product development, 153–154

New York Times, 83

NPV, see Net present value (NPV)

O

Observation, and benchmarking, 367

OCTAVE, see Operationally critical threat, asset, and vulnerability evaluation (OCTAVE)

ODI, see Outcome-driven innovation (ODI)

OLTP, see Online transaction processing (OLTP)

Online transaction processing (OLTP), 44

Operationally critical threat, asset, and vulnerability evaluation (OCTAVE), 122

Organization software measurement, 61–62

Outcome-driven innovation (ODI), 167

P

Participation, and benchmarking, 368

PC, see Production capability (PC)

People improvement systems

automated appraisal tools, 82–83

employee appraisal, 78–81

impact of positive leadership, 73–75

motivation, 75–76

overview, 71–73

recruitment, 76–78

and workplace stress, 83–86

Performance-based strategic planning systems

overview, 1–2

strategic planning, 2–5

strategy implementation, 5–11

technology roadmap, 2

Performance management and measurement systems

balanced scorecard, 18–20

competitive analysis, 26–27

developing benchmarks, 22–25

developing QI plan, 15–18

establishing, 20–22

overview, 13–15

process mapping, 27–29

PMBOK, see Project Management Body of Knowledge (PMBOK)

PMG, see Portfolio Management Group (PMG)

PM² model, see Project Management Process Maturity Model (PM)² model

PMO, see Project management office (PMO)

Portfolio Management Group (PMG), 97

Positive leadership, 73–75

PQI, see Process quality index (PQI)

PQM, see Process quality management (PQM)

PRINCE2, see Projects in Controlled Environments (PRINCE2)

Probability trees, 119

Process configuration management, 146, see Configuration management (CM)

Process mapping, 27–29

Process maturity framework metrics, 256–258

Process performance metrics, 137–140

Process quality, 134–137

Process quality index (PQI), 134

Process quality management (PQM), 114, 351–355

Product development

measuring, 159

process, 153–154

Production capability (PC), 84

Product life cycle (PLC), 149–152

management, 152–153

Project Management Body of Knowledge (PMBOK), 98

Project management measurement systems, 93–95

Project management office (PMO), 97–98

Project Management Process Maturity Model (PM)² model, 99–102

Project portfolio management, measuring, 95–99

Project QA and collaboration plan, 339–349

Project quality plan, 357–359

Project risk RMMM strategy, 112

Project risks, 107

Projects in Controlled Environments (PRINCE2), 98

Project software measurement, 62

ProSTEP-iViP reference model, 101

Q

QA, see Quality assurance (QA)

QCE, see Quality of customer experience (QCE)

QI, see Quality improvement (QI)

QoE, see Quality of experience (QoE)

Quality assurance (QA), 134

Quality improvement (QI), 13–15

developing plan, 15–18

Quality of customer experience (QCE), 166–167

Quality of experience (QoE), 166

Quantitative risk analysis, 116–119

Questionnaires/surveys, 364–367

R

Recruitment, 76–78

Requirements elicitation, 361

Return on attitude (ROA), 10

Return on excitement (ROE), 10

Return on intellect (ROI), 10

Return on investment (ROI), 45–51, 73, 97, 140, 172, 285

Return on management (ROM), 172

Risk analysis, 104–105

quantitative, 116–119

Risk avoidance, 113–115

Risk checklists, 119–120

Risk identification, 105–108

Risk mitigation, monitoring, and management plan (RMMM), 108

business strategy, 112–113

project strategy, 112

technical strategy, 112

Risk process measurement, 123–125

Risk strategy, 103–104

RMMM, see Risk mitigation, monitoring, and management plan (RMMM)

ROA, see Return on attitude (ROA)

ROE, see Return on excitement (ROE)

ROI, see Return on intellect (ROI); Return on investment (ROI)

ROM, see Return on management (ROM)

Rosemann–Wiese approach, 43

S

7 Habits of Highly Effective People (Covey), 84

Sample measurement plan, 279–284

Sample risk plan, 108–111

SDLC, see Systems development life cycle (SDLC)

SEI, see Software Engineering Institute (SEI)

SEI CMM, see Software Engineering Institute Capability Maturity Model (SEI CMM)

Selected performance metrics, 264

Service-level agreement (SLA), 144

Shared first approach, 140–145

Simulation models, see Monte Carlo methods

SLA, see Service-level agreement (SLA)

SLOC, see Source lines of code (SLOC)

SMART, see Specific, measurable, achievable, relevant, and time-framed (SMART)

SMEs, see Subject-matter experts (SMEs)

Software Engineering Institute Capability Maturity Model (SEI CMM), 62–63

Software Engineering Institute (SEI), 134

Software measurement program

developing software measurement plan, 64–65

direct and indirect, 59

goal-question-metric (GQM) paradigm, 63–64

measurement plan standard, 66–68, 279–284

overview, 57–58

Software Engineering Institute Capability Maturity Model (SEI CMM), 62–63

software objects, 59

software process improvement model, 61–62

thematic outline, 68–70

views of core measures, 60

Software process improvement model, 61–62

Software Technology Support Center (STSC), 223–254

Source lines of code (SLOC), 59

SOW, see Statement of work (SOW)

Specific, measurable, achievable, relevant, and time-framed (SMART), 16

Statement of work (SOW), 142

Strategic planning, 2–5

Strengths, weaknesses, opportunities, and threats (SWOT), 5

STSC, see Software Technology Support Center (STSC)

Subject-matter experts (SMEs), 141

Surveys/questionnaires, 364–367

SWOT, see Strengths, weaknesses, opportunities, and threats (SWOT)

Systems development life cycle (SDLC), 150

System-specific metrics, 41–45

T

TCO, see Total cost of ownership (TCO)

Technical risk RMMM strategy, 112

Technical risks, 107

Technology roadmap, 2

TIME magazine, 77

Time-to-market (TTM), 130

TiVo, 6–7

Total cost of ownership (TCO), 48

Total quality control (TQC), 18

TQC, see Total quality control (TQC)

TTM, see Time-to-market (TTM)

V

Value measuring methodology (VMM), 52, 285–307

VMM, see Value measuring methodology (VMM)

VOC, see Voice of the customer (VOC)

Voice of the customer (VOC)

customer economy, 166–167

customer intimacy and operational excellence, 161–162

customer satisfaction survey, 162–164

force field analysis, 164–165

innovation for enhanced customer support, 167–170

managing for innovation, 170–172

W

WEST, see Women in the Enterprise of Science and Technology (WEST)

Women in the Enterprise of Science and Technology (WEST), 155

Workplace stress, 83–86

Work unit measures, 213–216

X

X quotient (XQ), 77

Y

Y2K panic, 154

Z

Zeigarnik effect, 85