Yue Zhang
Professor Flanagan
10/27/2015
Perspective
Customers
Objectives
Measures
Initiatives

Maintain
win-win
relationship
Improve
customers
satisfaction



Customer
satisfaction
survey
Response time
Decrease cost
Increase returns
Maintain profitable
growth


Budget analysis
Cost reduction


Align IT and business
department

System
downtime

Improve availability of
systems

Average time
per mission

Financial
Operational
Internal
Business
Process




Increase
Management


Segregation of duties
Improve turnaround
time
Improve
staff’s
professional skills to
deliver better services





IT



Process
maturity rating
Employee’s
performance
rating
Offer
safe
and
comfortable service
Build up customer
help desk
Increase
utilization
resources
Determine
budget
Standardize
system
framework
Perform
governance
the
of
total
IT
and
IT
Standardize
the
business process