Learn how to integrate IT service metrics into your business and maximize their usage and effectiveness.

Spectacular security failures continue to dominate the headlines despite huge increases in security budgets and ever-more draconian regulations. The 20/20 hindsight of audits is no longer an effective solution to security weaknesses, and the necessity for real-time strategic metrics has never been more critical. Information Security Management Metr

The Definitive Guide to Quantifying, Classifying, and Measuring Enterprise IT Security Operations Security Metrics is the first comprehensive best-practice guide to defining, creating, and utilizing security metrics in the enterprise. Using sample charts, graphics, case studies, and war stories, Yankee Group Security Expert Andrew Jaquith demonstrates exactly how to establish effective metrics based on your organization’s unique requirements. You’ll discover how to quantify hard-to-measure security activities, compile and analyze all relevant data, identify strengths and weaknesses, set cost-effective priorities for improvement, and craft compelling messages for senior management. Security Metrics successfully bridges management’s quantitative viewpoint with the nuts-and-bolts approach typically taken by security professionals. It brings together expert solutions drawn from Jaquith’s extensive consulting work in the software, aerospace, and financial services industries, including new metrics presented nowhere else. You’ll learn how to: • Replace nonstop crisis response with a systematic approach to security improvement • Understand the differences between “good” and “bad” metrics • Measure coverage and control, vulnerability management, password quality, patch latency, benchmark scoring, and business-adjusted risk • Quantify the effectiveness of security acquisition, implementation, and other program activities • Organize, aggregate, and analyze your data to bring out key insights • Use visualization to understand and communicate security issues more clearly • Capture valuable data from firewalls and antivirus logs, third-party auditor reports, and other resources • Implement balanced scorecards that present compact, holistic views of organizational security effectiveness

To succeed in manufacturing and service operations, managers need both technical and behavioral skills, and know how to apply these skills to transform processes and outputs in a wide variety of operational contexts throughout the supply chain. Now, there's an authoritative and comprehensive guide to best-practice manufacturing and service operations in any organization. Co-authored by a leading expert alongside the Council of Supply Chain Management Professionals (CSCMP), this reference details the planning, organizing, controlling, directing, motivating and coordinating functions used to produce goods or services. It covers long-term strategic decisions such as facility location; mid-term tactical decisions such as setting levels of inventory and labor; and short-term operational decisions such as job assignments. Coverage includes: Basic manufacturing and service operations concepts, purposes, terminology, roles, and goals; types of manufacturing and services; planning processes; inventory and labor requirements; process control; productivity levels, and budget control Key elements, processes, and interactions, including facility, material, and labor requirements planning; scheduling; and continuous process and quality improvement processes, including TQM, ISO, Six Sigma, SPC, Theory of Constraints, FMEA, and 5S Principles/strategies for establishing efficient, effective, and sustainable operations: Manufacturing and services planning and strategies, encompassing facility ownership and location, production, processes, layout, lead capacity, technology, personnel, measurement, compensation, sustainability, and more The key roles and value of technology, including MRP II systems, service systems, ERP systems, and capabilities for supporting manufacturing and service planning, execution, and cost management. Requirements and challenges of global manufacturing and service operations, including manufacturing and outsourcing in Low-Cost Countries (LCCs); logistical difficulties, labor challenges, financial implications, decision processes, contract performance, risk management, and regulation Best practices for assessing performance using standard metrics and frameworks, including KPIs, tradeoff analysis, scorecarding, dashboards, and exception management

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks. The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes: Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations Key elements and processes in order fulfillment and customer service, and interactions amongst them Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes The critical role of technology in managing order fulfillment and customer service processes Requirements and challenges of global order fulfillment and customer service processes Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

A brand new collection introducing today's most powerful strategies and techniques for measuring and optimizing marketing… 3 authoritative books, now in a convenient e-format, at a great price! 3 authoritative Books help you measure, analyze, and optimize every marketing investment you'll ever make Measuring and optimize your marketing investments is more crucial than ever. But, with an explosion in channels and complexity, it's also more challenging than ever. Fortunately, marketing metrics and analytics have taken giant leaps forward in recent years: techniques now exist for accurately quantifying performance and applying what you learn to improve it. In this unique 3 Book package, world-class experts present these new approaches, and show how to profit from them. In Marketing and Sales Analytics, leading consultant Cesar A. Breaexamines the experiences of 15 leaders who've built high-value analytics capabilities in multiple industries. Then, building on what they've learned, he presents a complete blueprint for succeeding with marketing analytics. You'll learn how to evaluate "ecosystemic" conditions for success, frame the right questions, and organize your people, data, and operating infrastructure to answer them. Brea helps you overcome key challenges ranging from governance to overcoming hidden biases. Along the way, he also offers specific guidance on crucial decisions such as "buy vs. build?", "centralize or decentralize?", and "hire generalists or specialists?" Next, in Cutting Edge Marketing Analytics, three pioneering experts introduce today's most valuable marketing analytics methods and tools, and offer a best-practice methodology for successful implementation. They augment this knowledge with hands on case studies, guiding you through solving key problems in resource allocation, segmentation, pricing, campaign management, firm valuation, and digital marketing strategy. All case studies are accompanied by real data used by the protagonists to make decisions. As you practice, you'll gain a deeper understanding of the value of marketing analytics, learn to integrate quantitative analysis with managerial sensibilities, master core statistical tools, and discover how to avoid crucial pitfalls. Finally, in the award-winning Marketing Metrics, Second Edition, Paul W. Farris and his colleagues show how to choose the right metrics for every marketing challenge. You'll learn how to use dashboards to view market dynamics from multiple perspectives, maximize accuracy, and "triangulate" to optimal solutions. You'll discover high-value metrics for promotional strategy, advertising, distribution, customer perceptions, market share, competitors' power, margins, pricing, products and portfolios, customer profitability, sales forces, channels, and more. This extensively updated edition introduces innovative metrics ranging from Net Promoter to social media and brand equity measurement, and shows how to build comprehensive models to optimize every marketing decision you make. If you need to measure and improve marketing performance, this 3-book package will be your most valuable resource. From world-renowned business sustainability experts Cesar A. Brea, Rajkumar Venkatesan, Paul W. Farris, Ronald T. Wilcox, Neil T. Bendle, Phillip E. Pfeifer, and David J. Reibstein

Essential strategies from Harold Kerzner on measuring project management performance The maze-like path of today's projects reflects a business environment that's growing in complexity. Factors influencing projects, such as new advancements in computer technology, an unpredictable economy, and the increase in stakeholder involvement make metrics and key performance indicators (KPI) for project management an important focus. Such measures are commonly used to help an organization define and evaluate how successful it is, typically, in terms of making progress towards its long-term organizational goals. Project Management Metrics, KPIs, and Dashboards helps functional managers gain a thorough understanding of what metrics are and how they can be best implemented to gain traction in a fast-paced and diverse working atmosphere. With content aligned with PMI's PMBOK® Guide, this book offers extensive coverage on KPIs and how they may be monitored, using techniques such as business dashboards to assist in prescribing meaningful business strategies. After reading this book, functional managers will bolster their awareness of what good metrics management really entails—and be armed with the knowledge to measure performance more effectively. This book begins with basic KPI principles, helping functional managers deal with such key issues as: Successfully integrating KPIs and metrics into managing a project within a business strategy Important business dashboard techniques used in monitoring performance What is really important to different stakeholders in a project Managing resistance to change Next the book explores the key questions to ask before implementing a dashboard or reporting system. Some of these questions include: What are your needs? What is involved in integration? What's involved in operations and maintenance? What does the system cost? How long will the system last? Throughout the book, helpful illustrations clarify complex concepts and processes. These illustrations are also available as PowerPoint slides for course and seminar presentations.