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Friends Provident: A Balanced Scorecard for IT Performance Management (A)

By Soumitra Dutta,  Jean-François Manzoni,  Luk Van Wassenhove
Published 01 Jan 2000
Reference 4878
Topic Operations
Industry Insurance
Region Europe
Length 20 page(s)
Language English
Inspection copy
6.00
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Summary

This case deals with the important issue of defining an appropriate set of metrics for measuring IT performance. A balance score-card approach forms the core thrust of the new measurement system set up within Friends Provident for measuring IT performance.

Teaching objectives

The case provides an ideal forum for the discussion of issues and concerns in IT performance management. It highlights the complexities of defining an appropriate balanced score-card for measuring IT performance.

Keywords
  • RD0300
  • AR2000
  • IT MEASUREMENTS
  • QUALITY MEASURES
  • PROCESS MEASURES
  • BALANCED SCORE-CARD
  • IT BENCHMARKING
  • IT ACCOUNT MANAGERS
About the authors
Dutta

Soumitra Dutta

Manzoni

Jean-François Manzoni

Van Wassenhove

Luk Van Wassenhove

Emeritus Professor of Technology and Operations Management

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    • Published 01 Jan 1994

    • Length 28 page(s)

    • Topic Operations

    • Region Europe

    Customer services within Friends Provident, the 6th largest life insurance company in the U.K., was traditionally organised along function lines with deep mistrust between the back office and the front office (branches). However, since 1989, under the leadership of Roger Hallet, Friends Provident has made significant innovations in its structures and processes for servicing customers.
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