KPIs
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KPIs are performance measurements used by organizations to evaluate success. Choosing the right KPIs requires understanding what is important to each department. Effective KPIs are specific, measurable, achievable, relevant, and time-phased. Examples of quantitative and directional KPIs include booking numbers, average time per booking, call volumes, average call times, and metrics tracking customer volumes. KPIs help simplify complex organizational performance into key metrics that make progress easier to understand.
KPIs
- 1. KPI ROAD TO SUCCESS
- 2. WHAT IS A KPI ? Performance indicator or key performance indicator (KPI) is business terminology for a type of performance measurement. Why do we need to measure? KPIs are commonly used by an organization to evaluate its success or the success of a particular activity in which it is engaged
- 3. HOW DO WE CHOOSE KPI Choosing the right KPIs is reliant upon having a good understanding of what is important to the organization. 'What is important' often depends on the department measuring the performance - the KPIs useful to finance will be quite different than the KPIs assigned to sales. KPIs serve to reduce the complex nature of organizational performance to a small number of key indicators in order to make performance more understandable and digestible for us.
- 4. HOW A KPI HAS TO BE Specific Measurable Achievabl e Relevant Time phased
- 5. IS EVERYTING MEASURABLE A KPI?
- 6. WHY WE NEED KPIS?
- 7. EXAMPLES QUANTITATI VE DIRECTIONAL TYPE OF BOOKING # AVG TIME PER BOOKING BOOKINGS AVG CALL TIME/TIME ON PHONE CALL # HOLD TYPE OF CALLS WHICH CUSTOMER ROLLS TEUS ROLLED THE MOST WHY? BOL HANDLED