In the second in a series of four articles, Robin Tidd advises on how to pick the right key performance indicators (KPIs).
In the previous article, the most common problems experienced with KPIs were highlighted. These problems can easily hinder the implementation and proper use of KPIs in an organisation that lacks complete commitment.
Some of the problems include essential statistics that exist but are hidden in the clutter; ad hoc investigations that take up management time when things dont look right; high level KPIs used to manage the frontline that dont work, are not constructive and produce frustration; and finally, no financial evaluation of the annual effect of performance factors.
These problems relate mainly to the task of deciding the right KPIs, at the r...