Emerging Tech IT Workplace retail industry

Establishing a balanced scorecard for IT performance in the retail industry is an important complement to IT strategy

Several of my shoppers just lately have asked whether or not we will help them with creating an IT balanced scorecard. This observe will present some steerage to our retail industry members on how they will use Information-Tech analysis blueprints to help them in creating an IT balanced scorecard for their organizations.


The four commonest perspectives used in IT balanced scorecards are:

  • Financial
  • Inner IT processes
  • Customer Perspective
  • Studying and Progress

Jessica Keyes, in her e-book entitled Implementing the IT Balanced Scorecard, identifies the objectives of an info know-how (IT) balanced scorecard as:

  1. Align IT plans with enterprise objectives and wishes.
  2. Set up applicable measures for evaluating the effectiveness of IT.
  3. Align staff’ efforts toward attaining IT goals.
  4. Stimulate and enhance IT performance.
  5. Obtain balanced outcomes throughout stakeholder groups.

Robert S. Kaplan and David P. Norton, in a Harvard Enterprise Evaluation article entitled “Putting the Balanced Scorecard to Work” (September-October 1993), depicted the relationships between the four views as follows: investments in learning and progress ought to lead to improved inner processes, resulting in elevated customer value and in turn to improved funds for the organization.

Keyes additionally maintains that for an IT balanced scorecard to work successfully, the balanced scorecard strategy have to be adopted by the group as a entire. That is, IT departments implementing balanced scorecards in isolation are doubtless to fail. It is solely when the organization develops an organization-wide set of linked, or cascading, scorecards (i.e. starting with the group’s strategic goals and cascading downward to departmental goals and metrics, workforce goals and metrics, and eventually to individual aims and metrics) that there might be any hope of success.

Keyes also found that organization-wide scorecards are sometimes hampered by the absence of an effective strategy to organizational strategy:

  • 95 per cent of a typical workforce does not perceive its group’s strategy
  • 90 per cent of organizations fail to execute their methods efficiently
  • 86 per cent of government groups spend less than one hour per thirty days discussing strategy
  • 70 per cent of organizations do not link center management incentives to strategy
  • 60 per cent of organizations do not hyperlink strategy to budgeting

As Information-Tech’s analysis has demonstrated, to be really efficient the IT strategy have to be clearly aligned with the strategies, objectives, and aims of the organization. Our analysis also finds that enterprise stakeholders are three.5 occasions extra probably to be highly glad with IT if there is an efficient IT strategy in place.

In creating a balanced scorecard, it is not sufficient to use the regular IT metrics. To be efficient, then, the IT scorecard must incorporate measures that reveal the worth IT supplies to the enterprise and that instantly help the group’s methods and objectives. Key to this is having IT seen as a strategic associate of the business somewhat than simply a value middle or utility.

Valence Howden, principal analysis director at Information-Tech, puts it this manner:

The important thing to identifying how IT produces enterprise worth is to perceive the method in which IT generates value.

IT supplies worth by maintaining the value of present providers and features it offers, eliminating providers which are not of worth, and creating new worth.This is true whether or not IT operates as a utility, a broad enabler of business value closer to the consumer expertise, or represents the whole worth chain of worth provision from finish to end.

If we can’t hint IT’s spend and actions back to the place they keep or create business value, then there is no true function or cause for that cash to be spent or those activities to be carried out.”

Refer to Information-Tech’s Maximize Business Worth From IT By means of Benefits Realization and Construct an IT Finances That Demonstrates Worth Supply for more.

Keyes means that the help IT supplies to the organization’s strategy could be assessed by calculating the % of enterprise strategic objectives and requirements supported by IT strategic objectives, % of assets devoted to strategic tasks, % time spent by IT manager in conferences with company executives, and the perceived relationship between IT management and prime management.

Information-Tech’s Reference Architecture for the Retail Industry could be a useful gizmo in assessing the coverage of enterprise worth streams and business capabilities supported by present technologies all through the organization.

Different typical metrics used to assess the worth offered by IT and its alignment with the organization’s methods embrace:

  • % of accredited selections that met advantages expectation
  • Number of selections made beyond danger tolerance and appetite
  • Enterprise satisfaction with IT’s strategic alignment (e.g. Information-Tech’s CIO Enterprise Imaginative and prescient diagnostic survey that helps align IT strategy with institutional objectives)
  • Degree of stakeholder satisfaction and perceived value
  • Proportion of on-cycle vs. off-cycle tasks by space/silo
  • Realized profit to organizational models based mostly on funding combine
  • Goal vs. precise finances
  • Variety of off-cycle tasks inflicting delays to planned tasks

Now let’s take a look at the four widespread perspectives and how they is perhaps scored in the retail industry.


The retail industry sometimes assesses its monetary performance in phrases of gross sales progress, profitability, market share, and shareholder value. IT ought to make sure that its capabilities embrace the means to monitor these company indicators.

Inner IT financial performance and the worth it offers may be assessed in terms of modifications in the proportion of the organization’s price range devoted to IT, opex and challenge price range vs. actuals, success of the chargeback model, value of telecommunications per employee, and return on IT investments.

Inner IT processes:

In the retail industry, typical performance indicators of efficient inner processes embrace product high quality, on-time delivery of merchandise, stock management, and income per worker. IT capabilities that can help these enterprise indicators may embrace, for example, the capacity to monitor the variety of defects and product returns.

Keyes discusses Compaq’s balanced scorecard and reengineering efforts as an instance of how IT can contribute to improved inner processes:

The newly enhanced processes and accompanying techniques allowed Compaq to achieve the following process efficiencies:

  • Linking orders electronically to suppliers. This improved cycle time and facilitated just-in-time (JIT) manufacturing. It additionally made production standing info out there to clients so that they might monitor their own orders
  • Sharing info with suppliers enabled Compaq to anticipate modifications in demand and finally improve its efficiency. This lowered the value of provides and improved on-time supply
  • Integrating orders with SAP’s financial management and production planning modules enabled Compaq to scale back time and price of orders
  • Capturing customer info after a sale enabled Compaq to provide individualized service and additional advertising alternatives

IT process performance metrics may embrace:

  • Drawback ticket, incident, and work order volumes and drawback decision occasions
  • Variety of safety incidents or occasions
  • Service administration SLAs
  • Effectiveness of IT governance and challenge portfolio administration (PPM)
  • Venture on-time/on value supply
  • Improvement perform point evaluation
  • Challenge rework and bug tracking
  • Infrastructure performance and uptime statistics
  • IT audit results

Regular inner IT assessments of process maturity (e.g. Information-Tech’s COBIT-based IT Management & Governance Diagnostic) may also be helpful in identifying processes that could be underperforming. Additionally see:

Customer perspective:

In the retail industry, some widespread metrics used to assess buyer satisfaction embrace product quality, product worth, buyer satisfaction scores, and buyer retention. IT ought to give attention to capabilities that help these metrics. IT can, for instance, assess the usability of its customer-facing applied sciences via metrics corresponding to variety of customer visits to numerous pages of customer-facing portals or web sites, or how much time clients spend on every web page. Implementation of a CRM capability can immediately have an effect on customer support and satisfaction.

Inside IT, professionals typically lose sight of the undeniable fact that they exist primarily to present service. It is important that IT have a technique of measuring the degree of satisfaction with its providers and determining which providers are of the biggest worth to its shopper.

Buyer perspectives can greatest be determined by conducting annual satisfaction surveys like Information-Tech’s CIO Enterprise Imaginative and prescient diagnostic. Another method to improve buyer satisfaction is by means of establishment of a business relationship management perform. See Rework IT Into a Worth Creator With Enterprise Relationship Management.

Worthwhile venture feedback might be obtained by way of post-project retrospectives or challenge sponsor satisfaction surveys.

Learning and progress:

According to Kaplan and Norton’s “The Balanced Scorecard – Measures that Drive Performance” (Harvard Business Assessment, January-February, 1992), “Global competition requires companies to make continual improvement to their existing products and processes and have the ability to introduce new products in order to deliver value for customers, improve operating efficiency and thereby increasing shareholder value.”

Capacity to innovate and develop new products might be an important retail industry indicator to assess studying and progress.

Within IT, examples of useful metrics in this space might embrace employees satisfaction surveys, turnover charges, finances devoted to employees training, and number of employees acquiring expertise or certifications in numerous disciplines, methodologies, or technologies.

Helpful references embrace the following Information-Tech research:

A fifth perspective in retail

In addition to the four views mentioned above, because of the significance of ERP methods in retail and manufacturing (e.g. production planning and management, warehouse administration), Keyes suggests utilizing a fifth perspective at the system or software (i.e. ERP) degree utilizing metrics related to the ERP system implementation success, enhancements in processing occasions, customer usage of the system, and so on.

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