Evaluation Matrix

Paper Summary:

This paper evaluates all facets of the Long Beach Mortgage project and specifically focuses on defining a matrix to evaluate the content, organization and overview of expected results. The paper presents a matrix that is designed to be used for evaluating the results and recommendations for the project, the implementation plan and the considerations for initiating and maintaining change management strategies.

Table of Contents:
Long Beach Mortgage Evaluative Matrix
Evaluation and Analysis of Each Change Factor
Content
Organization of Implementation Plan
Overview of Expected Results and Recommendations
Summary

From the Paper:

"Behavioral not technological change strategies - Another analog scale-based key performance indicator that again speaks to the level of the projects' ability to address the concerns of those being most affected by the system change. As an analog-based key performance indicator, it can vary without precise definition. However it will be clear from an analysis of the programs included in the paper of whether the programs, strategies and initiatives are specifically working to fulfill the behavioral change needs of the systems' user base. To quantify this specific variable companies typically look at what percentage of their budgets are being spent on strategies to change behavior versus those aimed at introducing new technologies. The focus is on how to maximize the value of the IT investment by measuring the relative commitment to change as measured by this key performance indicator."

Sample of Sources Used:

• Askegar and Columbus (2002) - Channel Management Best Practices: It's All About Orders. AMR Research Report. Monday September 9, 2002. Retrieved from the Internet on October 6, 2006: http://lwcresearch.com/filesfordownloads/SqueezetheRevenueOutofSPRs.pdf
• Customer Data Management: How Leaders Attain Tangible ROI (2006) - Aberdeen Group Research. Accessed from the Internet on October 13, 2006:http://www.aberdeen.com/summary/report/benchmark/RA_CI_CDM_LA_3168.asp
• Dyche (2004) - The CRM Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley. New York, NY
• Thompson (2004) - Who Stole My Customer? Pearson Publishing. Addle River, New Jersey. 2004. Harvey Thompson.

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