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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 :- 

Operational Metrics	Measurable Values(KPA)	Measured As(KPI)
Customer satisfaction index	Percentage improvement in customer satisfaction Issue resolution speed Resolution accuracy in past 12 months	Percentage improvement or decline (-50% to >50% in increments of 10%)
Customer retention	Rating of customer retention performance during past 12 months	Percentage of actual retention during past 12 months (raw percentage or “don’t know)
Time-to-information	Time between actual business events and access to information about those events during past 12 months	Months to weeks, weeks to days, days to hours, hours to minutes, minutes to seconds
Time-to-decision or action	Time between actual business events and action taken to address those events during past 12 months	Months to weeks, weeks to days, days to hours, hours to minutes, minutes to seconds
Decision-maker visibility to KPIs	Percentage increase or decrease in visibility to operational KPIs among employees with operational responsibilities during past 12 months	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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