The design team developed a measurement system with three objectives and eight indicators. One objective was Enhance Customer Orientation measured by a customer satisfaction index and the availability of the hotline service. Questionnaires on customer satisfaction were conducted regularly for different services (hotline support, software training, and special analyses). The other objectives were Improve Project Management and Effective Software Testing. Throughout the project, performance data was continuously collected for 24 months. The productivity index from January 2005 to December 2006 is shown below.
The project turned out to be effective. During the feedback period we observed a positive productivity change of about 50 percent. Performance data were also collected after the withdrawal of the facilitator. During that period, we found another strong productivity effect. The three objectives, however, showed different effects: The objective software testing showed changes which were highly above average, whereas the other two objectives showed moderate positive effects. Apparently, the team had set its priority towards the most important task without neglecting the other two objectives. According to Pritchard (1990), this is one of the most important characteristics of ProMES: the participative alteration with the aspect of productivity makes clear that all aspects of work (indicators) contribute to overall effectiveness.