Het belang van performance management

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Het belang van performance management

  1. 1. What is Performance Management? Karel van der Poel CEO / Founder of Mirror42 TOPdesk – Service Management Simplified
  2. 2. About Mirror42 • “The Performance Management Company” • Founded 2004, over 650 customers worldwide. Dutch by origin • Mirror42 delivers communities, content, tools and consultancy to businesses who want to implement performance management” o KPI Library (+/- 250,000 members 5,000+ KPIs) o KPI Benchmark (+/- 1,500 KPIs with Benchmark data) o KPI Dashboard o KPI Consulting TOPdesk – Service Management Simplified
  3. 3. About KPI Library • “LinkedIn for Performance Management” • 235,000 members, growing with 15,000 per month o Over 5,000 KPI Templates o Expert Articles, News, Vendor overview o Surveys, Q&A o Groups TOPdesk – Service Management Simplified
  4. 4. What is Performance Management? Scorecards Process alignment KPIs, KRI, CSF Leading / Lagging Dashboards Budgets - Forecasts HR Performance CFO Analytics, Six Sigma, Lean Strategy Execution Business Planning Quality Improvement TOPdesk – Service Management Simplified
  5. 5. What is Performance Management? (Wikipedia) • “Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. • Performance management can focus on the performance of an organization, a department, employee, or even the processes to build a product or service, as well as many other areas.” TOPdesk – Service Management Simplified
  6. 6. Why Performance Management? Because it is good for you! “ A study by the balanced scorecard initiative in 2006 indicated that those companies that implemented a performance management framework and measured themselves outperform their peers in financial performance, customer satisfaction and employee satisfaction.” TOPdesk – Service Management Simplified
  7. 7. Why Performance Management? The most difficult thing is strategy execution! “Most managers are good at setting strategy but 9 out of 10 managers fail to execute on strategy.” (according to Kaplan and Norton, the creators of the BSC) TOPdesk – Service Management Simplified
  8. 8. Performance-Based Management It’s not only a tool. Step 6 Step 1 Drive Set Improvemen Objectives t Step 3 Step 5 Step 4 Step 2 Establish Analyze Collect Integrated Accountabili Review Data System ty TOPdesk – Service Management Simplified
  9. 9. Integrated System • Methodology? o Balanced Scorecard o Tableau de bord KEEP IT SIMPLE! o Select few o TQM • TRENDS - TRENDS - TRENDS • Collect at fixed intervals: Daily - Weekly - Monthly TOPdesk – Service Management Simplified
  10. 10. The BI Stack: What is in the name? Performance Management - Reporting - Analytics Performance Management Goals, KPI’s, Scorecards Strategic Trends, Intervals Automated Benchmarking Dashboards What if? Portal - Tactical Analytics Scenarios Dashboards Drill down Scheduled Reports Details, Standard Reports Operational Reporting Real-Time Ad-hoc Reports Adhoc TOPdesk – Service Management Simplified
  11. 11. Does it apply to IT? • The CFO has budget targets. (S)he “measures” and compares the actuals against target. Month to month, quarter to quarter, year to year. • The VP of Sales has revenue targets. (S)he “forecasts” and measures the actuals against forecast and target”. Month to month, quarter to quarter, by product, by territory, by salesperson • The VP of Marketing analyses if the effectiveness of the campaign has improved and if more leads where generated this months then previous months. • And the CIO / IT Manager? TOPdesk – Service Management Simplified
  12. 12. Remember wikipedia? • “Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. • Performance management can focus on the performance of an organization, a department, employee, or even the processes to build a product or service, as well as many other areas.” TOPdesk – Service Management Simplified
  13. 13. IT Challenges • Business only “talks” to IT when IT is not functioning • SLA’s targets are set by lawyers and non-IT people • IT only “costs” money • IT projects are “always” late TOPdesk – Service Management Simplified
  14. 14. IT Forces Quality Innovatio Costs n TOPdesk – Service Management Simplified
  15. 15. Performance Management for IT • IT Goals o Maximize availability of IT systems / services o Maximize customer responsiveness and customer satisfaction o Improve process quality o IT employee satisfaction (workload - sickdays - recognition) TOPdesk – Service Management Simplified
  16. 16. TOP 7 take aways • Don’t wait - get started • Long term focus • Focus on the basics • Your data will improve when you measure • Don’t overcomplicate • Running a business is not the same as driving a car. (3rd dimension) • Use trends to communicate progress TOPdesk – Service Management Simplified
  17. 17. Questions? karel.vanderpoel@mirror42.com +31-650640343 TOPdesk – Service Management Simplified

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