Measuring Information Systems Performance: Experience With the Management By Results System at Security Pacific Bank.

Author List: Singleton, John P.; Mclean, Ephraim R.; Altman, Edward N.;
MIS Quarterly, 1988, Volume 12, Issue 2, Page 325-337.
In 1982, Security Pacific Automation Company (SPAC), the information systems subsidiary of Security Pacific Bank, undertook a number of changes to improve the data processing services they were providing to the Bank. Central to this effort was the development of the Management By Results (MBR)[1] system. Part of MBR was the introduction of a series of measures designed to track the success of the changes SPAC was undertaking. These measures were linked to each of the four major aspects of MBR: strategic planning, service level agreements, commitment planning, and performance appraisal and compensation. Although the introduction of MBR and its accompanying measures were not without problems, they are now well established; and they allow senior management to measure SPAC's contribution to the Bank at the operational, managerial, and strategic levels.
Keywords: banking; competitive advantage; information systems; Measurement
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List of Topics

#114 0.182 performance firm measures metrics value relationship firms results objective relationships firm's organizational traffic measure market study improve accounting measuring aggregate
#231 0.159 information management data processing systems corporate article communications organization control distributed department capacity departments major user hardware cost applications expansion
#78 0.095 planning strategic process management plan operational implementation critical used tactical effectiveness number identified activities years effective developed issues empirical plans
#36 0.086 competitive advantage strategic systems information sustainable sustainability dynamic opportunities capabilities environments environmental turbulence turbulent dynamics key quest create sustained ability
#119 0.081 implementation systems article describes management successful approach lessons design learned technical staff used effort developed organization experiences large managing discusses
#73 0.074 security threat information users detection coping configuration avoidance response firm malicious attack intrusion appraisal countermeasures benefit costs threats ability rate
#211 0.067 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#200 0.064 banking bank multilevel banks level individual implementation analysis resistance financial suggests modeling group large bank's services levels national data early