{"id":770,"date":"2011-10-07T11:26:45","date_gmt":"2011-10-07T10:26:45","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=770"},"modified":"2014-11-28T11:23:30","modified_gmt":"2014-11-28T10:23:30","slug":"grands-projets-de-transformation-un-manque-criant-de-kpi","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2011\/10\/grands-projets-de-transformation-un-manque-criant-de-kpi\/","title":{"rendered":"Grands projets de transformation : un manque criant de KPI !"},"content":{"rendered":"<p><strong>\u00a016% des directeurs de syst\u00e8mes d\u2019information interrog\u00e9s par PAC et Solucom dans le cadre de leur enqu\u00eate sur les grands projets de transformation font \u00e9tat de <em>key performance indicators<\/em> couvrant toutes les dimensions de leur projet. Comment expliquer le d\u00e9calage entre la dimension strat\u00e9gique de ces projets et\u00a0 le manque d\u2019indicateurs de r\u00e9sultats\u00a0?<\/strong><\/p>\n<p><strong>\u00a0<\/strong>Mesurer les r\u00e9sultats des projets de transformation du syst\u00e8me d\u2019information est exercice complexe car la diversit\u00e9 des objectifs et des composantes des programmes entra\u00eene une diversit\u00e9 dans les r\u00e9sultats attendus.<\/p>\n<p>Si certains r\u00e9sultats seront nettement quantitatifs \u2013 r\u00e9duction des co\u00fbts, am\u00e9lioration du <em>time-to-market<\/em>, d\u2019autres m\u00e9langeront r\u00e9sultats quantitatifs et qualitatifs \u2013 alignement avec la strat\u00e9gie, am\u00e9lioration des performances et de la qualit\u00e9 de service \u2013 enfin d\u2019autres seront 100% qualitatifs \u2013 meilleure gouvernance, am\u00e9liorations des relations MOA\/MOE, satisfaction des utilisateurs.<\/p>\n<p>Tous les acteurs des projets de transformation sont convaincus que le choix d\u2019indicateurs repr\u00e9sentatifs et d\u2019objectifs \u00e0 atteindre est essentiel pour communiquer vers la direction g\u00e9n\u00e9rale et les \u00e9quipes, tout autant que pour le pilotage.\u00a0 Pourtant, l\u2019exercice reste en moyenne mal adress\u00e9 par les DSI et ils se montrent insatisfaits \u00e0 l\u2019\u00e9gard de leurs processus de suivi et de mesure des r\u00e9sultats, m\u00eame si un petit nombre de ceux que nous avons rencontr\u00e9s semble avoir r\u00e9ellement d\u00e9velopp\u00e9 de tr\u00e8s bonnes pratiques en la mati\u00e8re, mettant en place des tableaux de bord de tr\u00e8s grande qualit\u00e9.<\/p>\n<p><strong>\u00a0Quels sont les indicateurs les plus utilis\u00e9s dans les grands projets de transformation \u00e0 l\u2019heure actuelle\u00a0?<\/strong><\/p>\n<p>Sans surprise, ce sont les indicateurs de r\u00e9duction des co\u00fbts du SI qui sont les plus fr\u00e9quemment utilis\u00e9s (48% de notre \u00e9chantillon).<\/p>\n<p>Loin derri\u00e8re, \u00e0 24%\u00a0 viennent la satisfaction des utilisateurs &#8211; \u00e0 travers des enqu\u00eates syst\u00e9matiques (dans 15% des cas) mais pas forc\u00e9ment r\u00e9alis\u00e9es de mani\u00e8re rigoureuse et r\u00e9guli\u00e8re- , et le crit\u00e8re \u00ab\u00a0projets <em>on time\/on budget<\/em>\u00a0\u00bb, un crit\u00e8re traditionnel dans le secteur informatique o\u00f9 les d\u00e9rapages sont nombreux mais n\u00e9anmoins tr\u00e8s important car permettant de mesurer l\u2019engagement pris par la DSI vis-\u00e0-vis de ses clients.<\/p>\n<p>On trouve aussi des indicateurs de performance <em>business,<\/em> \u00e0 l\u2019instar de la mesure de la g\u00e9n\u00e9ration de revenus suppl\u00e9mentaires dans le cadre d\u2019un d\u00e9ploiement multi-canal, d\u2019\u00e9conomies de frais g\u00e9n\u00e9raux&#8230;ou de productivit\u00e9 commerciale et op\u00e9rationnelle.<\/p>\n<p>Enfin, des indicateurs de qualit\u00e9 de service. Ceux-ci font appel \u00e0 des \u00e9l\u00e9ments plus techniques, li\u00e9s \u00e0 la disponibilit\u00e9 et \u00e0 la performance des infrastructures et\/ou des applications.<\/p>\n<p><strong>La r\u00e9duction des co\u00fbts est le 1er objectif des transformations. Comment en r\u00e9ussir la mesure\u00a0?<\/strong><\/p>\n<p><strong>\u00a0<\/strong>Le suivi des \u00e9conomies r\u00e9alis\u00e9es dans les projets de transformation implique quelques pr\u00e9-requis parfois oubli\u00e9s.<\/p>\n<p>Premi\u00e8rement, d\u00e9finir des r\u00e8gle de comptabilisation tr\u00e8s claires, partag\u00e9es avec les op\u00e9rationnels et la direction financi\u00e8re.<\/p>\n<p>Deuxi\u00e8mement \u00e9tablir le lien entre actions op\u00e9rationnelles et gains escompt\u00e9s, pour objectiver les chefs de projets sur l\u2019atteinte des gains.<\/p>\n<p>Enfin, anticiper les changements de p\u00e9rim\u00e8tre sur lesquels les \u00e9conomies sont \u00e9valu\u00e9es<strong>.<\/strong><\/p>\n<p><strong>\u00a0<\/strong>T\u00e9l\u00e9charger l\u2019<a title=\"Enqu\u00eate PAC Solucom - Grands projets de transformation\" href=\"http:\/\/www.solucom.fr\/content\/download\/3369\/34845\/file\/Enqu%C3%AAte%20Grands%20Projets%20Solucom%20PAC%202011%20web.pdf\" target=\"_blank\">enqu\u00eate compl\u00e8te au format PDF<\/a>.<\/p>\n<p>Pour en savoir plus, participer au<a title=\"Webminar PAC\/Solucom\" href=\"https:\/\/www.pac-online.com\/pictures\/PACOnline\/Mailing\/2011\/09\/FR_SI_Webinar.html\" target=\"_blank\"> webminar <\/a>organis\u00e9 le 18 octobre par PAC et Solucom.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00a016% des directeurs de syst\u00e8mes d\u2019information interrog\u00e9s par PAC et Solucom dans le cadre de leur enqu\u00eate sur les grands projets de transformation font \u00e9tat de key performance indicators couvrant toutes les dimensions de leur projet. Comment expliquer le d\u00e9calage&#8230;<\/p>\n","protected":false},"author":69,"featured_media":6343,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[35],"tags":[148,179,177,176,178,180],"coauthors":[823],"class_list":["post-770","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie-projets-it","tag-budget","tag-economies","tag-inidacteurs-de-performance","tag-kpi","tag-rationalisation-des-couts","tag-satisfaction-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Grands projets de transformation : un manque criant de KPI ! - RiskInsight<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riskinsight-wavestone.com\/2011\/10\/grands-projets-de-transformation-un-manque-criant-de-kpi\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Grands projets de transformation : un manque criant de KPI ! - RiskInsight\" \/>\n<meta property=\"og:description\" content=\"\u00a016% des directeurs de syst\u00e8mes d\u2019information interrog\u00e9s par PAC et Solucom dans le cadre de leur enqu\u00eate sur les grands projets de transformation font \u00e9tat de key performance indicators couvrant toutes les dimensions de leur projet. 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