Key performance indicators: Primary drivers of information systems design

Abstract

As the demand for enterprise‐wide performance measurement of corporate real estate portfolios and service providers ever increases, the number of tools available to executives which claim to facilitate this has also grown. Starting by developing an understanding of key business drivers, this paper reviews the latest developments in performance metrics including key performance indicators, service level agreements, and how the emergence of web‐based data collection, access and presentation is transforming the role of information systems in supporting decision‐making processes.