Exploratory study on performance measures as indicators of IS effectiveness

The Information Systems Directorate at JSC/NASA has undertaken the reevaluation of its performance measures process and measures. Under the direction of a quality approach it is essential to identify an external perspective of how well an organization is performing. This study was conducted with two major objectives: (1) survey and summarize the academic literature on performance measures as indicators of information systems (IS) effectiveness; and (2) survey organizations for their experience in measuring for IS effectiveness. Four approaches to measuring the effectiveness of IS performance were identified: (1) listen to the customer for the things they need; (2) align with corporate goals; (3) benchmark against well-respected organizations; and (4) ask yourself what critical factors lead to success. The list of known methods for soliciting customer feedback are as follows: (1) executive visit; (2) survey, interview, and focus group; (3) complaints and compliments; and (4) service level agreements. A common set of characteristics that satisfy customers was identified from the literature. The list includes elements such as the following: accuracy, timeliness, relevance, understandability, reliability, and completeness. Future research in this topic area should prove beneficial to determine the metrics for external validity

Feasibility study on the use of groupware support for NASA source evaluation boards

Groupware is a class of computer based systems that support groups engaged in a common task (or goal) and that provide an interface to a shared environment. A potential application for groupware is the source evaluation board (SEB) process used in the procurement of government contracts. This study was undertaken to (1) identify parts of the SEB process which are candidates for groupware supports; and (2) identify tools which could be used to support the candidate process. Two processes of the SEB were identified as good candidates for groupware support: (1) document generation - a coordination and communication process required to present and document the findings of an SEB; and (2) group decision making - a highly analytical and integrative decision process requiring a clear and supportable outcome