SBP021 How to Balance your KPIs Part 2 of 3

  When choosing KPIs for every business, team or individual, first consider who the customer is (external or internal) and what they want.    You will typically find that the starting point is that they want a product or service and it can be summarized as follows:    Quality - they want the product or service at the level of quality they are paying for,  and  Timeliness - They want it on time, and  Quantity - they will want sufficient of it to meet their requirements    These are the basic deliverables that virtually every deliverable must possess.    So, when you’re choosing KPIs, try and address these 3 value drivers with matching KPIs.    So, if you are setting KPIs for a Service Desk engineer you could start with 3 KPIs    Quality - % First-time Fixes  Timeliness- % SLA met  Quantity - # Average number of calls closed per week    Here are 5 other ways you can balance your KPIs    Efficiency   Effectiveness  Lead and lag indicators  Capabilities or Inputs  Process adherence       Tip  Always ensure that you have addressed quality, timeliness and Quantity in a scorecard or dashboard before moving on    Resources mentioned in the podcast    Visit www.kpims.co.za/kpis  Www.kpims.co.za/training