KPA/KPI: Identifying Your “Customer”

Before you establish your own KPA and KPI, it is essential to recognize who your customer is. Customer, in this case refer to both internal and external customers. By understanding what your customer wants from you, then only you are able to establish the relevant  KPA and KPI.

I append below a table for your reference:

Who Is Your
Customer		 Clearly identify your 3 main customers. 1.
2.
3.
What criteria will the customer use to measure their customer satisfaction of you? Customer 1:
Customer 2
Customer 3.		 Customer Satisfaction Criteria
1.1
1.2
1.3
2.1
2.2
2.3
3.1
3.2
3.3
List a minimum of 2 measurable indicators for each “Customer Satisfaction Criteria” to measure your performance.   

1.1
1.2
1.3
2.1
2.2
2.3
3.1
3.2
3.3

 Measurable Indicators

1.1.1
1.1.2
1.2.1
1.2.2
1.3.1
1.3.2
2.1.1
2.1.2
2.2.1
2.2.2
2.3.1
2.3.2
3.1.1
3.1.2
3.2.1
3.2.2
3.3.1
3.3.2
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April 19, 2006   Posted in: Finance Role/KPA/KPI

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