KPI (Summarizing PowerPoint Slides) © The KPI Institute 2021
CERTIFIED
KEY PERFORMANCE INDICATORS
PROFESSIONAL
TOWARDS THE USE OF A RIGOROUS
KPI MEAS
KPI (Summarizing PowerPoint Slides) © The KPI Institute 2021
CERTIFIED
KEY PERFORMANCE INDICATORS
PROFESSIONAL
TOWARDS THE USE OF A RIGOROUS
KPI MEASUREMENT FRAMEWORK
1
© The KPI Institute 2021 2
Empower the world to
achieve performance
excellence
VISION
MISSION
Provide integrated
performance
solutions
through rigorous
research, educational
programs and
advisory services
VALUES
ADDED VALUE
COMMON SENSE
BEST KNOW-HOW
EFFICIENCY
DATA AND FACTS
Offering more through
innovation and value for
money
Through the integration of
multidisciplinary global
expertise
Fairness, modesty and
friendship
Expertise and opinions based
on specific data
Key principle for prioritization
and getting things done
© The KPI Institute 2021 3
2004 YEAR OF ESTABLISHMENT
years spent on
researching KPI
best practice
research reports
published to
date
staff
members
14+
220+
55+
4 OFFICES
Australia
Europe
Middle East
South East Asia
6 CONTINENTS
On which we delivered trainings
global partner
organizations
countries where we delivered
educational programs
countries with
research clients
16
49
78
KPI examples
published
21,150
Companies
registered
51,045
Members on our
online communities
88,727
Professional
reached
945,800
© The KPI Institute 2021 4
© The KPI Institute 2021 5
© The KPI Institute 2021
AGENDA
6
The World of KPIs
Understanding KPIs
KPI Typology
Data Gathering
KPI Documentation
KPI Selection
Data Visualization
KPIs Alignment
Working with Targets
2
1
3 4
6
7 8
9
5
© The KPI Institute 2021 7
Key learning points Case study Session review
Exercise Video References
LEGEND
© The KPI Institute 2021
LEARNING OBJECTIVES
8
Differentiate between objectives, KPIs and initiatives;
Apply best practice techniques to KPI selection;
Understand KPI selection in different contexts;
Document KPIs in a standardized template;
Learn when and how to use benchmarking in target setting;
Optimize the KPI activation and data gathering process;
Enhance the use of data through effective data visualization.
© The KPI Institute 2021
LEARNING OBJECTIVES
SESSIONS
vs
OBJECTIVES
Differentiate
between
objectives,
KPIs and
initiatives
Apply best
practice
techniques to
KPI selection
Understand
KPI selection
in different
contexts
Document KPIs
in a
standardized
template
Learn when
and how to
use
benchmarking
in target
setting
Optimize the
KPI activation
and data
gathering
process
Enhance the
use of data
through
effective data
visualization
S1: The World of KPIs
S2: Understanding KPIs
S3: KPI Typology
S4: KPI Taxonomy
S5: KPI Selection
S6: KPIs Alignment
S7: KPI Documentation
S8: Working with
Targets
S9: Data Gathering
S10: Data Visualization
COMPETENCIES PerformanceManagement Data Analysis
Interpersonal
relations
System Thinking
Result
Oriented
9
© The KPI Institute 2021
AGENDA
10
The World of KPIs 1. Challenges in performance measurement
2. The value added by KPIs
3. Organizational levels
4. KPI concept map
5. Governance
1. Identify main challenges in performance measurement;
2. Understand the role of business performance measurement systems;
3. Acknowledge arguments to get buy-in for a KPI implementation project.
Key Learning Points
1
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
THE VALUE ADDED BY KPIS
Clarity
Improvement
Focus
Communication
11The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
THE VALUE ADDED BY KPIS
CLARITY • Provide a detailed numerical view of which are the desired results aimed to be achieved
• Facilitate line of sight by mapping contribution to success across organisational levels
FOCUS • Convey what matters
• Convey what requires attention
IMPROVEMENT • Objectively evaluate the level of achievement of desired results
• Readily available data which accelerates corrective action initiation
ENGAGEMENT • Lead to a sense of ownership through responsibility and accountability
• Motivate in achieving better results
• Contribute to building a performance culture
COMMUNICATION • Provide common understanding of the numbers that matter
• Enables precise stakeholder communication
• Demonstrate interest and ability to use state of the art management concepts
LEARNING • Enable comparison of results in time, to reflect trends
• Identify opportunities by comparing to others
• Lead to a better understanding of the business
12The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
CHALLENGES IN PERFORMANCE MEASUREMENT
13
Which is the most challenging aspect of working with KPIs in your
organization?
Source: The KPI Institute (2017), State of Performance Improvement and Key Performance Indicator Practice Report
The World
of KPIs
2.93
2.98
3.12
3.13
3.14
KPI documentation
Data visualisation
Target setting
KPI selection
Data gathering
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
IDENTIFY PERFORMANCE MANAGEMENT CONCEPTS
14The World
of KPIs
Match Description No. Concept
80% 1 Goal
# Employees 2 KPI
% Customer satisfaction 3 Initiative (project)
Customer Service Development Program 4 Metric
Complete 50% of the trainings by 30 June 5 Milestone
Identify key competencies to improve for
Customer Service representatives
6 Mission Statement
Integrity 7 Program
Increase customer satisfaction 8 Objective
Growth for the business 9 Target
Quality 10 Task
To be the world’s leading company, focused on
maximizing the value we provide to our
stakeholders
11 Value Driver
Customer Service Training 12
Value (Corporate
value)
To support long-term client partnerships, by
delivering high quality services
13 Vision Statement
© The KPI Institute 2021 15
ISION
ISSION —- why we exist + impact
© The KPI Institute 2021 Understand
KPIs KPI Typology
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Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
16
Vision Statement
Mission Statement
Value (corporate)
Value Driver
Goal
Objective
Metric
KPI
Target
Program
Initiative
Milestone
Task
IDENTIFY PERFORMANCE MANAGEMENT CONCEPTS
To be the world’s leading company, focused on maximizing the
value we provide to our stakeholders
To support long-term client partnerships, by delivering high
quality services.
Integrity
Quality
Growth for the business
Increase customer satisfaction
# Employees
% Customer satisfaction
80%
Customer Service Development Program
Customer Service Training
Complete 50% of the trainings by 30 June
Identify key competencies to improve for CS representatives
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
TERMINOLOGY
17
Term Description
Vision Statement Where you want to be
Mission Statement Why you exist
Value (Corporate value) Beliefs – influence/drive behaviors
Value driver
Characteristics of our activities that reflect how we generate value
for our stakeholders – drive objectives
Goals Clustering tool for objectives
Objectives Reflection of what we need to achieve as part of our strategy
Metric Something we can measure
KPI A metric reflecting performance
Target A specific level we want to achieve in relation to a KPI
Programs Clustering tool for projects
Initiative/Projects Activity with start/dates and specific outputs to be generated
Milestone Intermediate stage within a project (early awareness) – mark
specific points along a project timeline
The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
PERFORMANCE MANAGEMENT SYSTEM ARCHITECTURE
18The World
of KPIs
Source: The KPI Institute (2018)
Current State
Environmental
Scan
Mandate
Performance
Dashboard
Portfolio of
Initiatives
Performance
Scorecard
Desired State of
Evolution
Strategy Map
Initiative Description
Project Status Report KPI Trend Analysis
KPI Description
Performance Report
Risk Log
Individual Performance Plans
Budget
KPI Trend Analysis
KPI Description
© The KPI Institute 2021 Understand
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KPI
Selection KPI Alignment
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Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
DESIRED STATE OF EVOLUTION
19
Vision
Identity & Purpose
Desired State
2022 Target Achievements
Projection into the external environment
Key Successful factors / Value Drivers / Internal Capabilities
Mission
Values
Safety: the creation and relentless maintenance of a healthy and safe work environment and safe work practices in everything we do.
Integrity: do the right things, do things right, say what you do and do what you say.
Honesty and openness in communication: ethical and honest dealings with all stakeholders and openness in communication on an informed and
need-to-know basis with due regard to privacy and confidentiality.
Customer focus: all applicants and employees are entitled to high quality customer service.
Excellence: develop and maintain high performance and proficiency standards in all services provided to both employees and applicant.
Competence: develop a talented and motivated workforce, mastered through education, mentoring, training and experience.
Our Shareholders
• Value generation – Fiduciary responsibility, dividend generation
by unlocking value and generating savings.
• Sustainable development – Strategic decisions are derived from
responses to changes in the environment and long-term thinking
aimed to ensure we are sustainable and relevant.
Our People
• Management / leadership – Management is committed to
working on strategy implementation and coach / advice / guide
• Individual and team capabilities – Capabilities are built through
formal training programs and mentoring programs.
• Organizational culture – Culture of performance
Our Services
• Efficiency of processes – We operate reliable, robust services,
monitored for quality.
• Process efficiency – All operational processes are mapped and
optimized to be cost efficient information systems
Our customers
• Responsive to customer needs – We understand and partner
with internal customers to address their needs.
• Competitive services – Our effective solutions provide the
organization with good value for money.
Relationships
• We partner with specialized
recruiting and training companies
to deliver value added services.
Value Added
• We contribute to the optimization of
resources and improved service delivery
Brand
We are recognized among the
companies that provide excellent
working environments.
100% HR processes
optimized
95% On-time delivery of HR service requests
80% Internal customer
satisfaction
To play a pivotal role within the organization general setting by nurturing a culture of performance through the development of cost effective and result
oriented HR programs.
To provide high quality HR services to support organizational value generation.
Source: The KPI Institute (2018)
The World
of KPIs
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KPIs KPI Typology
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Selection KPI Alignment
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Targets
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of KPIs
Data
Visualization
Course
Review
Data
Gathering
Source: Emirates Emirates Identity Authority (2015), Strategic Plan 2014-2016, https://www.ica.gov.ae/userfiles/assets/tplcqI9U.pdf
20
DESIRED STATE OF EVOLUTION
The World
of KPIs
© The KPI Institute 2021 Understand
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Selection KPI Alignment
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of KPIs
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Course
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Data
Gathering
IDENTIFY PERFORMANCE MANAGEMENT CONCEPTS
21The World
of KPIs
Vision Statement
Mission Statement
Value (corporate)
Value Driver
Goal
Objective
Metric
KPI
Target
Program
Initiative
Milestone
Task
To support long-term client partnerships, by delivering high
quality services.
Integrity
Quality
Growth for the business
Increase customer satisfaction
# Employees
% Customer satisfaction
80%
Customer Service Development Program
Customer Service Training
Complete 50% of the trainings by 30 June
Identify key competencies to improve for CS representatives
Desired State
of Evolution
To be the world’s leading company, focused on maximizing the
value we provide to our stakeholders
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
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Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
STRATEGY MAP
22
Customers
Financial
Learning,
Growth &
Innovation
Internal
Processes
Perspectives
Optimize recruitment
and retention
Improve HR service
delivery capability
Develop workforce
skills and
competences
Maintain financial rigour
in budget projection and
execution
Maintain high levels
of internal customer
satisfaction
Seek efficiencies to
minimise cost base
Provide good value
for money to the
organisation
Ensure high service
delivery standards
Build an
environment that
fosters creativity
and innovation
Theme 2: Efficiency – Achieve more with
same or less resources
Maintain high
performing
motivated
employees
Theme 1: Effectiveness – Fulfilling internal
customers expectations
Strategic Objectives
The World
of KPIs
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of KPIs
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STRATEGY MAP
Source: Dubai Electricity and Water Authority (2019): https://www.dewa.gov.ae/en/about-dewa/about-us/about-us/corporate-governance-and-strategy
The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
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Selection KPI Alignment
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Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
Vision Statement
Mission Statement
Value (corporate)
Value Driver
Goal
Objective
Metric
KPI
Target
Program
Initiative
Milestone
Task
24
IDENTIFY PERFORMANCE MANAGEMENT CONCEPTS
To be the world’s leading company, focused on maximizing the
value we provide to our stakeholders
To support long-term client partnerships, by delivering high
quality services.
Integrity
Quality
Growth for the business
Increase customer satisfaction
# Employees
% Customer satisfaction
80%
Customer Service Development Program
Customer Service Training
Complete 50% of the trainings by 30 June
Identify key competencies to improve for CS representatives
Desired State
of Evolution
Strategy Map
The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
Vision Statement
Mission Statement
Value (corporate)
Value Driver
Goal
Objective
Metric
KPI
Target
Program
Initiative
Milestone
Task
25
IDENTIFY PERFORMANCE MANAGEMENT CONCEPTS
To be the world’s leading company, focused on maximizing the
value we provide to our stakeholders
To support long-term client partnerships, by delivering high
quality services.
Integrity
Quality
Growth for the business
Increase customer satisfaction
# Employees
% Customer satisfaction
80%
Customer Service Development Program
Customer Service Training
Complete 50% of the trainings by 30 June
Identify key competencies to improve for CS representatives
Desired State
of Evolution
Strategy Map
Scorecard
and
Dashboard
The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
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Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
PERFORMANCE SCORECARD
Source: The KPI Institute (2018)
26
Perspective / Goal
Strategic Objectives / KPIs
smartKPIs.
com #
Standard
reporting
frequency
Previous
Period
Results
Current
Results
Trend Target % Target
complete
KPI
Owner
Results Comments
Customer – 1 Strategic Objectives / 2 KPIs
Maintain high levels of internal customer satisfaction
% Internal customer satisfaction with HR service levels sK2379 Q 85% 75% 90% 83% Mike S.
# Complaints received sK2038 Q 0 1 0 50% Ron J.
Financial – 2 Strategic Objectives / 3 KPIs
Seek efficiencies to minimise cost base
$ Cost per hire sK49 M 400.00 534.00 350.00 153% Mina F.
$ Cost avoidance savings sK262 M 918.00 560.00 500.00 112% Mina F.
Maintain financial rigor in budget projection and execution
% HR budget variance sK479 M -5% -3% 2% -157% Jane T.
Internal Processes – 2 Strategic Objectives / 4 KPIs
Optimize recruitment
# Time to fill a vacant position sK688 M 25 19 15 79% Brian A.
% Employees who leave the organization in the first 3 months sK688 M 15% 12% 10% 83% John T.
Improve HR service delivery capability
% HR projects on time, on budget and according to specifications sk2863 M 62% 87% 80% 109% Ana F.
% HR processes optimized sk2284 M 84% 46% 60% 77% Don T.
People, Learning & Growth – 2 Strategic Objectives / 4
KPIs
Build an environment that fosters creativity and innovation
# HR employee engagement index sK1836 Q 56 76 65 117% Chris M.
# Ideas for new / improved service from HR employees sK4657 M 14 19 30 63% Chris M.
Develop workforce skills and competences
# Certifications per HR employee sK4659 Q 2.18 1.35 2.00 68% Chris M.
# Training hours per HR full time equivalent (FTE) sK7 M 14 8 8 100% Chris M.
The World
of KPIs
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Data
Gathering
PERFORMANCE DASHBOARD
27
Human Resources Performance Dashboard
Period Sep 2019
Recruitment Retention
99% 82% 89% 66% 74%
86% 80% 88% 76%
56% 72% 56% 67%
% Staffing rate Target
Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov
2016 2017
9% 10%
3%
9% 9%
6%
0% 2%
7% 7%
10%
6% 4%
% Succession plans for key positions Target
Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov
2016 2017
0%
0%
0%
0%
55%
91%
65%
83%
0% 50% 100%
Q1 11
Q2 11
Q3 11
Q4 11
% Job offer acceptance rate
3
10
4
8 9
6 7
3
6 7 7
8
1
# Applicant ratio Target
Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov
2016 2017
3% 0%
14% 12%
19%
14% 17%
4%
9% 12% 10% 7%
14%
% Accession rate Target
0
0
0
0
2
3
4
4
0 2 4 6
Q1 11
Q2 11
Q3 11
Q4 11
# Average time to
promotion
0
0
0
0
81
64
66
87
0 50 100
Q1 11
Q2 11
Q3 11
Q4 11
# Employment brand strength
Workforce profile
Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov
2016 2017
Source: The KPI Institute (2018)
The World
of KPIs
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KPI DOCUMENTATION FORM
28
Source: The KPI Institute (2018)
The World
of KPIs
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KPI DOCUMENTATION FORM SIMPLIFIED
29
Source: The KPI Institute (2019)
The World
of KPIs
Unique identification
KPI name % Project budget variance
Definition and useage
Definition
Balanced Scorecard perspective
Calculation
Calculation formula
(A-
B)/B*100
Trend is favorable when (figures are) Within range
Data profile
Targets
Target +/- 3% Green threshold (-3 %) – (+3%)
Yellow threshold (-5%) – (-3%); (+3%) – (+5%)
Red threshold < -5%; > +5%
Comments
Measures the deviation between the actual and planned project cost upon completion.
Financial
Subordinate measures used for
calculation
A = $ Actual cost of the project upon completion
B = $ Planned cost of the project
Standard reporting frequency Quarterly
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Data
Gathering
Vision Statement
Mission Statement
Value (corporate)
Value Driver
Goal
Objective
Metric
KPI
Target
Program
Initiative
Milestone
Task
30
IDENTIFY PERFORMANCE MANAGEMENT CONCEPTS
To be the world’s leading company, focused on maximizing the
value we provide to our stakeholders
To support long-term client partnerships, by delivering high
quality services.
Integrity
Quality
Growth for the business
Increase customer satisfaction
# Employees
% Customer satisfaction
80%
Customer Service Development Program
Customer Service Training
Complete 50% of the trainings by 30 June
Identify key competencies to improve for CS representatives
Desired State
of Evolution
Strategy Map
Scorecard
and
Dashboard
Portfolio of
Initiatives
The World
of KPIs
© The KPI Institute 2021 Understand
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PORTFOLIO OF INITIATIVES
Source: The KPI Institute (2018)
31
Perspective / Objective / Initiative Org.
initiative no.
Initiative
owner
Initiative
coordinator
Priority Status Budget Comments Start
Date
End
date
No within
perspective
Customer
Maintain high levels of internal customer satisfaction
Quarterly evaluations of the HR department’s
performance with other departmental managers
Oi1 Anne Smith John
McKinney
High Proposed 50000 1
Monthly HR Satisfaction Survey Oi2 Anne Smith John
McKinney
High Approved 20000 2
Finance
Seek efficiencies to minimize cost base
Award for savings generated by HR employees Oi3 Sally Smith Sally Smith High Proposed 100000 1
Maintain financial rigor in budget projection and
execution
No active initiatives in place
Internal Processes
Optimize recruitment
Employer brand promotion campaigns Oi4 George
Douglas
John
McKinney
High Approved 60000 1
Improve HR service delivery capability
Process optimization initiative Oi5 George
Douglas
John
McKinney
High In
progress
80000 2
People, Learning & Growth
Build an environment that fosters creativity and
innovation
No active initiatives in place
Develop workforce skills and
competences
HR certification program Oi6 George
Douglas
John
McKinney
High In
progress
45000 1
The World
of KPIs
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INITIATIVE DOCUMENTATION FORM
Source: The KPI Institute (2019)
32
Initiative Documentation Form
Unique identification
Initiative name
Initiative number HRI12
Description and allocation
Description
Organisational area Human Resources Department Balanced Scorecard perspective Customer
Scope
Strategic objective Maintain high levels of internal customer satisfaction
KPIs % Staff satisfaction
Current implementation state 0%
Expected outputs
Initiative administration
Initiative owner (title) HR Manager Initiative coordinator (title) HR Specialist
Initiative owner James Turuk Initiative coordinator Ariana Ming
Budget $3,000 Budget source BS02
Priority High Status Approved
Implementation details
Start date 1-Jan-19 End date 1-Jun-19
Major activities Survey development
Risk profile
Interdependencies
Comments
W ith current data gathering systems
Identification of configuration possibilties
Decide configuration platform
Test survey functionality
Disseminate survey
Process data
Generate report
Monthly HR Satisfaction Survey
Develop a questionnaire in order to identify staff satisfaction level with the service provided by the HR department.
Primary: A monthly report reflecting the state of staff satisfaction and recommendations for improvement
Secondary: Survey development and configuration
Medium
Budget overrun
The World
of KPIs
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PERFORMANCE TOOLS OVERVIEW
33The World
of KPIs
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PERFORMANCE MEASUREMENT VS PERFORMANCE
MANAGEMENT
34The World
of KPIs
Performance Measurement =
evaluation and assessment of
results
1. Sub-process of performance
management
2. Focuses on:
• identification of KPIs
• tracking of KPIs
• communication KPIs results
Performance Management =
taking action based on the results
of the evaluation to ensure targets
achieved
1. The overarching discipline that
deals with performance.
2. Reflects the approach one
entity has towards performance
3. Includes sub-processes such as:
• The formulation of a plan
• Actively monitoring
implementation
• Readjusting the plan
• Performance measurement
• Capability development
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KPI MANAGEMENT FRAMEWORK CONCEPT MAP
35
Source: The KPI Institute (2017)
The World
of KPIs
Measurement
Management
PHILOSOPHY
Effectiveness Performance Efficiency Content Data
Learning Improvement Focus Clarity Communication Engagement
AIMS
Performance
culture
Decision making
Reporting
Initiative
management
Learning
Data analysis
Data gathering
KPI
Documentation
KPI Selection
Data visualization
Building
blocks
Hardware
Software
Governance
Processes
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
KPI MANAGEMENT FRAMEWORK GOVERNANCE
Top
Management
Department Department Department
Strategy /
Performance Office
• Set direction and mandate;
• Promote system and ensure buy-in;
• Support;
• Take decision
• Designs Framework, system and tools;
• Implements system across the organization;
• Ensures alignment (horizontal and vertical);
• Maintains functioning system.
• Assume ownership;
• Collect data;
• Report data;
• Implement decisions;
• Take actions.
36The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
KPI ARCHITECTURE SKILLS
Research
Analysis Synthesis
Software
MS PPT
MS XLS
Strategy Data visualization
Performance
Measurement
Architecture
Coaching
Communication
Facilitation
Technology Interpersonal
Performance
Management
Data
37The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
1. Most common challenge: KPI selection
2. Why use KPIs?
• Clarity
• Focus
• Improvement
3. Performance Management Architecture Tools:
1. Desired State of Evolution
2. Strategy Map
3. Scorecard
4. Dashboard
5. KPI Documentation Form
6. Portfolio of Initiatives
7. Initiative Documentation Form
SESSION REVIEW
38The World
of KPIs
© The KPI Institute 2021 Understand
KPIs KPI Typology
KPI
Selection KPI Alignment
KPI
Documentation
Working with
Targets
The World
of KPIs
Data
Visualization
Course
Review
Data
Gathering
• Franco-Santos, M., Kennerley, M., Micheli, P., Martinez, V., Mason, S., Marr, B., Gray, D. and Neely, A.
(2007), Towards a definition of a business performance measurement system, International Journal of
Operations and Production Management, 27(8): 784-801. Available at:
https://dspace.lib.cranfield.ac.uk/bitstream/1826/2789/1/Towards%20a%20definition%20of%20busines
s%20performance%20measurement%20system.pdf;
• The KPI Institute (2016), The State of KPIs and Performance …
