From an external customer's point of view, performance will mean issues of speed (the timely delivery of software), cost (seeking the lowest cost provider), and quality (the right functionality performing efficiently and effectively). From this external perspective, IT Providers should focus their attention on measuring performance relative to speed, cost, and quality.
From an internal customer's point of view, these same measures of IT performance (speed, cost, and quality) are equally important but can take on a different perspective relative to the level of performance that is needed to satisfy the business goals and objectives.
1. Develop a set of corporate, division, and project business goals with associated measurement goals for productivity and quality
2. Generate questions (based on models) that define those goals as completely as possible in a quantifiable way
3. Specify the measures needed to be collected to answer those questions and track process and product conformance to the goals
4. Develop mechanisms for data collection
5. Collect, validate, and analyze the data in real-time to provide feedback to projects for corrective action
6. Analyze the data in a postmortem fashion to assess conformance to the goals and to make recommendations for future improvements
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