APRIL 2009PART A 7. Efficiency and effectiveness metrics are two primary types of IT metrics. (T) 8. Measuring the amount of Web site traffic is the best way to determine a Web sites success. (T) PART B 7. What type of metrics measure throughput, speed, and availability? A. Efficiency IT metrics. B. Effectiveness IT metrics. C. All of the above. D. None of the above.

OCTOBER 2009PART A 4. Benchmarks are baseline values the system seeks to attain. (T) PART B 3. Which of the following metrics help managers measure and manage strategic initiatives? A. Web site metrics B. Web site metrics, SCM metrics, Supply Chain Relationship (SCR) metrics, and Reengineering Business Process (RBP) metrics C. Web site metrics, SCM metrics, CRM metrics, Business Process Reengineering (BPR) metrics, and ERP metrics D. Web site metrics, SCM metrics, balanced scorecard metrics PART C Question 2 A) Define IT Metrics - Focus on an organizations goals, strategies and objectives and include usability, customer satisfaction, conversion rates, and financial metrics - Ideally, an organization wants to operate with significant increases in both efficiency and effectiveness.

B) Describe the four types of effectiveness IT Metrics - Usability the ease with which people perform transactions and find information. A popular usability metric on the internet is degrees of freedom, which neasures the number of clicks required to find desired information. - Customer satisfaction measured by such benchmarks as satisfaction surveys, percentage of existing customers retained, and increases in revenue dollar per customer. - Conversion rates the number of customers an organization touches for the first time and persuades to purchase its products or services. This is a popular metric for evaluating the effectiveness of banner, pop-up , and pop-under ads on the internet. - Financial such a return on investment (the earning power of an organizations assets ) cost-benefit analysis (the comparison of projected revenues and costs including development, maintenance, fixed and variable) and break-even analysis (the point at which constant revenues equal on going costs )

October 2010Part A Effectiveness it metrics include throughput, speed, and availability. Answer: False Part B What is measured by such benchmarks as satisfaction surveys, percentages of existing customer retained, and increases in revenue dollars per customer? Answer: Customer satisfaction Part C Briefly explain efficiency IT metrics and effectiveness IT metrics. Efficiency IT metrics y Focus on technology and include throughput, which is the amount of information that can travel through system at any point in time. y Examples: speed, availability, accuracy, web traffic, and respond time. Effectiveness IT metrics y Focus on organizations goals, strategies and objectiveness and include usability, customer satisfaction, conversion rate and financial metrics. y An organization wants to operate with significant increase in both efficiency and effectiveness.

April 2010Part A Effectiveness information technology (IT) metrics include throughput, speed and availability. Answer: False Performance measures how quickly a system performs a certain process or transaction in terms of efficiency IT metrics of both speed and throughput. Answer: True Part B Which of the following is not a type of efficiency IT metrics? Answer: Usability

APRIL 2011 PART B 3. Which of the following is not a valid way that a Customer Relationship Management (CRM) system can collect information? A. Accounting system B. Order fulfillment system C. Inventory system D. Customer's personal computer 6. Which of the following are Web site metrics? A. Back order, customer order promised cycle time, customer order actual cycle time B. Number of prospective customers, cases closed same day, number of marketing campaigns. C. Abandoned shopping carts, page exposures, total hits, unique visitors D. Learning and growth perspective, internal business process perspective, customer perspective, and financial perspective PART C Question 1 b) Some organizations measure the traffic on a website as the primary determinant of the website's success. Identify and explain four (4) website metrics commonly used to help organizations measuring its website's success.(10 marks) ABANDONED REGISTRATIONS : number of visitors who start the process of completing registration page and then abandoned the activities ABANDONED SHOPPING CARTS : number of visitors who creates a shopping cart and start shopping and then abandoned the activity before paying CLICK-THROUGH : number of people who visit a site, click on the advertising and taken to the site of advertiser. CONVERSION RATE : rate of potential customers who visit and buy something

SEPTEMBER 2011PART A 7. Efficiency IT metrics measure the impact IT has on business processes and activities. 8. Benchmarking is a process of continuously measuring systems result, comparing those results to optimal system performance and identifying steps and procedures to improve system performance. 9. Throughput refers as the amount of time a system takes to perform transaction. 10. Abandoned registration refers as number of visitors who start the process of completing a registration page and then abundant the activity.

PART B 4. What types of metrics measure customer satisfaction? A. Efficiency IT metrics B. Effectiveness IT metrics C. Both efficiency and effectiveness IT metrics D. None of the above 5. Which of the following is not a type of efficiency IT metric? A. Speed B. Availability C. Usability D. Throughput