Defining the Key Measures for Corporate Intranet Development: Business Outcomes for Fortum Corporation

Abstract

The objective of this thesis is to create a measuring matrix for corporate intranet renewal. The results are to objectively evaluate how well the new solution answers the business needs of the corporation, and to give feedback for its further incremental development after its launch. To find out the corporate business needs for the intranet, 42 open-ended interviews took place. The measuring matrix has been drawn based on these interviews and applying theory from technology, quality assurance, organisational change and finance fields. As the new intranet will be launched in the case company only in 2013, this thesis does not give the actual values of the meterings of the renewal measurements. Instead, this thesis has its focus on developing the best possible Balanced Scorecard to enable the measuring of the renewal’s business outcomes from technological, content producer, end user and organisational learning and growth perspectives based on which also financial outcomes may be evaluated. Both the previous research and the empirical interviews suggest that there are technical and human dependent minimum requirements for renewal success. Additionally the organizational level will either accelerate or hinder the implementation of the renewal. Thus they also influence the financial outcomes that can be achieved by executing a technological renewal such as developing a new intranet for corporate use. Thus all these perspectives should be included in the measuring of the renewal.