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

By Soumitra Dutta,  Jean-François Manzoni,  Luk Van Wassenhove
Published 01 Jan 2001
Reference 4878
Topic Operations
Industry Insurance
Region Europe
Length 8 page(s)
Language English
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6.00
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Summary

This case is a supplement to Case A (same title as this case) and describes some of the changes that occurred in the balanced scorecard for IT within Friends Provident in the years following the time period of Case A (1999-2000). Tony Griffiths, the IT manager described in the case is forced to make changes in the balanced scorecard to better reflect the changing concerns about IT performance.

Teaching objectives

This case has the same teaching objectives as case A. It is meant to be used in conjunction with case A and provides a more complete and updated understand of the challenges faced by companies in measuring IT performance.

Keywords
  • AR2001
  • RD0501
  • INFORMATION TECHNOLOGY
  • BALANCED SCORECARD
  • IT PERFORMANCE MANAGEMENT
  • INSURANCE TECHNOLOGY
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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