How to develop key performance indicators for your process

How to develop key performance indicators for your process


what is KPI?

KPI is a tool that tells you where are you heading and whither your are going to reach your final goals or not, enables you to control your way and ensure achieving the desired plans. It works in the same way like the car dashboard which indicates your speed, your fuel, engine temperature,  your direction, so you may control speed, direction , stops, and finally  reach your destination. [Read more…]

Customer Service KPI’s

KPIAs I put the final touches on my eBook entitled Customer Experience in The Cloud. I thought I would share with everyone some of the key performance indicators to evaluate when your managing an online customer service operation. In this blog post I included 10, but in my book I cover about 30 key performance indicators covering the web, social media, community/forums, email, and live chat.

Included in the chart below are the key performance indicators for your online customer service page and self service capabilities that your company may consider to measure the effectiveness of your online support. This also includes he average for that indicator, and the best in class measure for the corresponding KPI. The sources of these measures vary. The sources of the KPIs and averages are from my collective experience with several organizations and an aggregate of multiple data sources to get to a range of best in class and average measures when it comes to online customer service. [Read more…]

Call Center Metrics.

ecommerce 5Call Center Metrics.

Your call center operates in a high-stress environment and to achieve your full potential, you need to be dialled into the latest KPIs and metrics. Real-time metrics like current service level, call volume, and call abandon rates should be coupled with KPIs like customer satisfaction, cost per contact, and call resolution to provide a holistic view of your call center’s performance. By putting these KPIs and metrics on aweb and mobile dashboard, you gain the data visibility you need to deliver the highest quality of service to your customers.

To help get you started, we’ve put together a list of the top 10 call center KPIs and metrics our customers use to monitor their performance.

Insurance KPIs and metrics

insurance kpi1Insurance KPIs and metrics

Monitoring the right metrics and KPIs is almost second nature to the world’s most successful insurance organizations. The secret to their success is a blend of offering the right product, having the right people selling that product, and managing the risks associated with running an insurance organization. In many respects, insurance metrics and KPIs are similar to other organizations, such as a sales organization, with the important exception that insurers need to strike a balance between short-term rewards and long-term risks.

That’s why putting insurance metrics and KPIs where they are always accessible and actionable is so important. In fact, access to that information can be the difference between success and failure for an insurance organization. With aweb and mobile dashboard, insurance organizations can track, monitor, and act on the metrics that drive their business forward avoiding unnecessary risks along the way to financial success.

To help get you started monitoring this data, we’ve put together a list of the top 10 insurance metrics our customers use. [Read more…]

7 Common KPIs for Production Monitoring

7 Common KPIs for Production Monitoring

Strategic philosophies or practices such as Kaizen, Lean Manufacturing, Six Sigma, Total Quality Management and Continuous Improvement are used by many organizations to help improve processes, drive productivity and maintain a competitive edge in todays ever?increasing global economy. Despite varying concepts,


[Read more…]

Top 10 KPIs in category IT management

IT kpi1Top 10 KPIs in category IT management

byErik Hoffmannon Mar 31st, 2008

KPI Library News, January 31 2008

The best rated KPIs in thecategory IT Managementas rated by our users are as follows:

  • 1- [4] % of service requests posted via web (self-help)


  • 2- [3] Cost of service delivery


  • 3- [5] Critical-time outage


  • 4- [2] % of first-line resolution of service requests


  • 5- [6] % of overdue incidents


Supply chain KPIs and metrics.

KPISupply chain KPIs and metrics.

Managing all the moving parts in your supply chain can be a logistical nightmare without the right KPIs and metrics. You need to track the status of shipments, monitor your inventory to sales ratio, and know which items are currently out of stock. With the right supply chain KPIs, this information is at your fingertips so you can ensure your warehouse inventory operations are always running smoothly.

Knowing which supply chain KPIs are important to monitor can be difficult, which is why we’ve put together this list of KPIs. Check out the top 10 warehouse inventory KPIs and metrics our customers use.

Top 5 Talent Management KPIs

Top 5 Talent Management KPIs

I was reading an excellent White Paper by among others Jeff Higgins fromHuman Capital Management Institutewhich is called Top Five Metrics for Workforce Analytics. The White Paper lists five metrics of which one of them is an index they call Talent Management Index something which alerts me when I read it.

While the report does not go into too much detail, it does outline their suggestions for top 5 metrics for Talent Management.

That got me thinking about my suggestion for top five metrics for Talent Management. I would argue that you really shouldnt have more than five at the most. KPIs can overwhelm you and they must be used with care (see here for thepitfalls of using HR KPIs). My suggestions are;

  1. Talent Retention(this is more positive than its negative cousin Talent Turnover). This is measured by taking the number of identified talents leaving the company during the year divided by the number of identified talents at the beginning of the year. For me, retention rates are not always very interesting. Many times you do want to get rid of low performers and you should be able to that without messing up your Talent Management KPIs. But it must beimperativeto keep talents otherwise they shouldnt be identified as such.
  2. Talent Performance.This is measured by taking the performance score for your identified talents from your Performance Management System. An effective talent program should be able to develop talents in such a way that their performance score improves.
  3. Time to Hire for Critical Roles.This one a bit tricky, because this KPI actually can work against you. The best candidate for a critical role may not be the one which is just available (there may be a 3 month notice period). However, a successful Talent Management program should be able to fill critical roles quicker from within. This should be measured.
  4. Skills gab filling process.This is measured by taking your talents and measure their talent gab at the beginning and at the end of the year. The talent gap will be individual from company to company but be based upon your individual assessment made at the beginning of the year. It may also come from your Succession Planning tool. In any event you must have some way of measuring how well the skills gab is changing.
  5. Talent Engagement Levels. This is measured by taking the engagement survey and identifying the level for your talents.

I have written many times, that I think Talent Management is the most important strategic process for HR to get right. This is simply because the potential pay-off is phenomenal compared to many other HR processes. Therefore it is too important not to measure and evaluate properly. Lets get that right.

I will be very interested in hearing about alternatives to these Talent Management KPIs. Which ones do you used and how do they work for you?


Financial KPIs, Metrics, and Ratios.

finance kpi2Financial KPIs, Metrics, and Ratios.

Financial KPIs and metrics are the ultimate measure of your organization’s performance, whether your business is small or large. These are the measurements your stockholders, potential investors, and customers will use when assessing the performance of your business. That’s why these financial metrics are an integral part of any executive or enterprise dashboard. By providing decision-makers with the right data, they can direct business initiatives more confidently to improve the performance and profitability of the entire organization.

To help get you started on yourexecutive dashboard, we’ve put together a list of the top 10 financial ratios and metrics your business should monitor.

Marketing KPIs and Metrics

marketing kpi1Marketing KPIs and Metrics

Online marketing is an integrated effort that requires consolidating all of the moving pieces to get a clear view of your performance. Any marketer worth their salt knows that to be successful, you need to constantly measure, assess, and refine your campaigns. To do that, you need to be equipped with the latest and most relevant marketing KPIs.

Take the guesswork out of your marketing campaigns by monitoring the right KPIs and metrics. To help get you started, here’s a list of the top 10 marketing KPIs and metrics our customers use.