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KPIs (Key performance indicators)

Definition: KPI are quantifiable measurements, agreed to beforehand, that reflect the critical success factors (of the company, department, project.)
Also Known As: Key Performance Indicators, Key Success Factors, KSI
Examples: One of the Sales Department's KPIs is number of new customers and the goal for the second quarter is 5 per salesperson.
A KPI defines itself, to a large extent, by its name; it is a performance indicator, i.e. the performance of the process it is measuring should be clearly indicated by the KPI.
In fact, among all the tools available to executives to change the organization and move it in a new direction, KPIs are perhaps the most powerful.
KPIs focus employees' attention on the tasks and processes that executives deem most critical to the success of the business. KPIs are like levers that executives can pull to move the organization in new and different directions. Without KPI an organization will not perform to its maximum There are two major types of KPIs: leading and lagging indicators. Leading indicators measure activities that have a significant effect on future performance, whereas lagging indicators, such as most financial KPIs, measure the output of past activity.
To do this, leading indicators either measure activity in its current state (i.e., number of sales meetings today) or in a future state (i.e., number of sales meetings scheduled for the next two weeks), the latter being more powerful because it gives individuals and their managers more time to influence the outcome.
Characterstics of a good KPI
  1. KPI is always connected with the corporate goals
  2. A KPI is decided by the management
  3. It belongs to an individual who is accountable for its outcome
  4. They are leading indicators of performance desired by the organization
  5. Easy to understand
  6. A KPI leads to action
  7. Few in number
  8. It should be balanced not undermine each other
  9. Users can gauge their progress overtime
  10. KPI’s loses its value overtime so they must be periodically reviewed and refreshed
The employees themselves are made aware of the existence of the indicators.They will try to improve their own selves in terms of performance, then a significant increase in the overall productivity of the company is not a long way off at all.
KPI's need to be:
  • Specific
  • Measurable
  • Achievable
  • Result-oriented or Relevant
  • Time-bound
Key Performance Indicator (KPI) is neither a Goal, nor a Key Result Area (KRA), nor a Target, nor a Result nor a Critical Success Factor. And yet these terms are often the KPI is compared against actual results to determine the level of success.
A KPI is associated with a specific process and is generally represented by a numeric value. A KPI may have a target and allowable margins, or lower and upper limits, forming a range of performance that the process should achieve. A KPI can be thought of as a metric with a target. An example of a simple KPI is: Average time for response to a customer inquiry is less than two days.
As more detailed example, say that an organization sets the following business objectives:
  • Orders must be processed within three days compared to the current average of five days
  • Average amount of an order must increase by 10%
  • Average order amount KPI: For the Customer Order process, track the average amount of each order
KPIs can be made up of one or more metrics. The calculated results of the metrics during process monitoring are used to determine whether the target of the KPI has been met. For example, tracking the average time to shipment might include the following metrics:
  • Elapsed time for order completion
  • Elapsed time for order approval
  • Number of orders received
  • Working duration of each task in the process
  • Percentage of orders automatically approved
Determining which KPIs are useful, based on the business objectives, is one of the most important tasks involved in the design of effective business dashboards.
Each KPI can have an associated target with margins, or lower and upper limits. The limits and margins indicate a range that the KPI should remain within. You can also add situation events that can be generated when specific conditions are met, and these in turn can trigger business actions.

"What gets measured, gets done" .

From Australia, Adelaide
Often Managers get confused with goals Vs activities. Activities describe how people spend thier time, where goals are the resuts people seek. One shoud not get confused
Activities Vs Goals
Writing weekly sales report is an activity & Incerase sales by 10% is a goal
Handling customer compliants is an activity & reduce customer turnover by 10%
Weekly meeting to discuss new product developmentprojects is an activity but goal would be to launch three new products this year

Dear all !
Key performance indicators measure the performance of certain areas of a business. The KPI report gives summary and detailed information on how well or poorly these areas perform. KPI reports come in many forms--from handwritten reports to very sophisticated computer generated reports with multiple charts and graphs. The best KPI report provides accurate data information and actionable feedback for the user.
I think you can get more information below:
Other useful for KPI metrics:

From Vietnam, Hanoi
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