EXAMPLES OF SOME OF BEST-IN-CLASS PERFORMANCE METRICS USED FOR OPERATIONAL KPI ( Part 2 of 3)
Some of the best in class performance metrics extracted from Abe Aberdeen Group, June 2008 :-Â
| Operational Metrics | Measurable Values(KPA) | Measured As(KPI) |
| Customer satisfaction index |
|
Percentage improvement or decline (-50% to >50% in increments of 10%) |
| Customer retention |
|
Percentage of actual retention during past 12 months (raw percentage or “don’t know) |
| Time-to-information |
|
Months to weeks, weeks to days, days to hours, hours to minutes, minutes to seconds |
| Time-to-decision or action |
|
Months to weeks, weeks to days, days to hours, hours to minutes, minutes to seconds |
| Decision-maker visibility to KPIs |
|
Percentage increase or decrease (-50% to >50% in increments of 10%) |
 Other important operational kpa/kpi are:
- End-user satisfaction
- Existence of KPIs in four major scorecard categories: financial, customer, process, HR and innovation
- Increase in number and types of decisions that can be made
- Improvement in quality of information upon which decisions are based
See more examples on KPI in the Balanced Scorecard Category re:Financial Perspective KPI ; Customer Perspective KPI ; Internal Process Perspectives KPI and Learning & Growth Perspective KPI
- AN EXAMPLE OF USING OPERATIONAL KPI TO GAIN COMPETITIVE ADVANTAGES ( PART 3 OF 3)
- OPERATIONAL KPIs – THE IMPORTANCE TO THE SUCCESS OF THE BUSINESS(PART 1 OF 3)
- Balanced Scorecard: Examples Of Customer Perspective KPI
- Balanced Scorecard: Examples Of Internal Process Perspective KPI
- KPA/KPI: Illustration of Good KPI
- Balanced Scorecard: Examples Of Learning & Growth Perspective KPI
- Targeted Performance Management (TPM) – An Overview
October 26, 2009
Tags: BALANCED SCORECARD, Best-in-class-kpi, KPI, Operational kpi examples
Posted in: BALANCED SCORECARD, Performance Mgmt

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