Some of the best in class performance metrics extracted from Abe Aberdeen Group,June 2008:-
| 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
- Balanced Scorecard:Examples Of Learning &Growth Perspective KPI
- Establishing KPA/KPI or Performance Metric For Outsourcing The Accounting Function (Part 3)
- KPA/KPI:Illustration of Good KPI
FCCA,CA(MIA)with more than 26 years of post-qualifying working experiences. Previous working stints with one of the big accounting four,Regional GFC & Group Treasurer in a group of Malaysian and Group CFO in Singapore public listed concern.Also author to another very popular free educational accounting cum finance blog:http://basiccollegeaccounting.com under the branding of College Accounting Coach.
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