Abstract: Techniques and systems for managing information providing insight into the operation of an enterprise are described. A system employs a plurality of servers and workstations to carry out the operations of the enterprise and stores data elements generated during those operations. A data management application allows an administrator to create and store metric records identifying selected data elements and information, to compute values for data elements and information belonging to the metric records and defining the presentation of the data elements and information. Values of metric records are periodically updated based on processing of data elements identified in the metric records. A reviewer is able to select desired metric records for examination and information contained in the metric records is presented to the reviewer in an initial format defined in the metric records.

Abstract: Systems and techniques are described for increasing business productivity and customer satisfaction. One technique includes identifying and making an inventory of touchpoints, and identifying and validating projects, based upon the inventory of touchpoints. The projects are then prioritized based on an analysis of critical customer requirements and overall financial impact, and rigorously executed. The technique further includes measuring increases in productivity and customer satisfaction.