Measuring program progress across multiple dimensions will be fundamental to driving both short- and long-term success of your enterprise information management (EIM) program. Here are eight metrics your EIM team should consider tracking. Today you may be consistently tracking few of them, but starting to track them will help demonstrate improvements over time. Also note that some of these metrics cannot be tracked unless the relevant EIM solutions are fully implemented.
- User Experience: Manage the consistency and effectiveness of the end-user experience. You can measure user experience with surveys and focus groups.
- Process: Track the effectiveness of content-related business processes and of the process automation (workflow) system. You can measure process by counting the percentage of requests that flow through the automated process without exception, and workflow escalations relative to timely approvals.
- Productivity: Track overall productivity of content-related business processes. You can measure it by looking at overall cycle times, authoring/design cycle time per request by document type, and review/approval duration or cycle time per request by document type.
- Financial: Monitor the key components of the EIM program operation. You can measure them by tracking FTE allocations and utilization, software maintenance, system cycle reduction, and FTE redeployment.
- Governance and Enforcement: Ensure consistency of people, process, and technology; measures should seek to identify exceptions to consistency so that appropriate actions can be taken. You can measure them by tracking your organization’s adherence to standards and guidelines by business area.
- Transition: Track the progress of technology and process adoption across the enterprise. You can track it by measuring document migration and conversion percentage from legacy systems; or by legacy system retirement.
- Demand Management and Resource Planning: Track demand at a sufficiently granular level to enable effective demand management, resource planning, prioritization, and work allocation. This category can also be used to define skills development and cross-training needs. You can measure them by looking at the forecast accuracy of request volume and forecast accuracy of staffing requirements based on forecasted request volume.
- Vendor Management: Manage the vendors’ ability to deliver on commitments, whether in the form of software performance, service and support, or production volumes, combined with quality statistics. You can measure it by looking at your vendors’ conformance to service level agreements (SLAs) and the vendors’ software performance, functionality, and service and support responsiveness.