1. Effective or Efficient? – Key process indicators in a global organization Stephan Jockel CFO Crane Payment Solutions GmbH in Buxtehude, Germany 21. Oktober 2011

2. „ NORD II.“ from Northern Germany

4. Buxtehude – the story of t he „Hare and the hedgehog“

5. Once upon a time there was a Hare who was very proud of his long powerful legs and wandered through a field with his nose in the air like some aristocrat. At the other end of the field was the house of the hedgehog family, where Mrs Hedgehog was taking care of the children and Mr Hedgehog was preparing himself for the usual evening stroll. Mr Hedgehog was also very proud in his way, not particularly on account of his legs, which – it has to be admitted – were rather tiny and crooked, but on account of his beautiful prickles. You see, every creature has some reason of his own to be proud. The hare and the hedgehog met in the middle of the field but the toffee-nosed hare made no reply at all to the hedgehog's “Good evening”. I said “Good evening” the hedgehog repeated. “ Well now, who's there? A cripple with tiny crooked legs? What have I got to do with you then?”, the proud hare replied, full of disdain. “ Oh!” thought the hedgehog, “that is really politically incorrect. Mister Hare is going to have to learn that every creature on Earth has his own value. And talking down to me like that! As if I were a child!” So, without letting his anger show, he made the following suggestion to the hare: “I am just as worthy as you, Mister Hare and I shall prove it. Let's have a race along the furrows in this field, we'll soon see whose legs are better.” “ You're on!” laughed the hare. After the first lap the hare heard the rattling of hedgehog prickles from the next furrow and asked “Are you here already?”. Of course it was Mrs Hedgehog, who had finally put her children to bed and was having her own evening stroll. She already knew from her husband that Mister Hare was a stupid proud creature and, just as a joke, she replied in a low, almost masculine, voice “Yes I'm here already”. Mr Hedgehog stayed at the other end of the field and was stroking his prickles in an almost narcissistic way. He was in no hurry! The hare arrived there and again heard the rattling of hedgehog prickles and asked in astonishment “And are you here already?”. The hedgehog knew what the stupid hare was thinking: that he and his wife were the same person, and also said, as a joke “Yes, I'm here already”. After a hundred laps like this, the hare began to weaken, and after two hundred he finally died of a heart attack. Meanwhile, the gypsies from the neighbouring field arrived with clay, which they always use to remove the prickles – the cause of so much pride – from hedgehogs, and these two were so easy to catch, and with a bag for the hare, with his long and by now very well-toned legs, and made themselves a splendid supper of hare and hedgehog meat. And the gypsies lived happily ever after. (from www.dwsolo.com)

6. Crane Payment Solutions GmbH Founded in 1956, does 160 employees, does produce coin validaters and coin changers. A part of Crane Payment Solutions and belongs to CRANE CO., USA. www.nri.de; www.craneco.com ; www.craneps.com

7. Quo Vadis? Today‘s products Tomorrow New market‘s Today‘s market R i s k L i n e Validators and Changers Cashless Payment Systems More activity in South Europe 6-Tube-Coin Changer Kooperation mit Bill-Validation (Komplementary-Products )

9. Doing the right things … Effective. Doing the things right … Efficient.

10. What is a Key Process Indicator? Performance Indicator or Key Performance Indicator ( KPI ) is an industry jargon term for a type of Measure of Performance . [1] KPIs are commonly used by an organization to evaluate its success or the success of a particular activity in which it is engaged. Sometimes success is defined in terms of making progress toward strategic goals, [2] but often, success is simply the repeated achievement of some level of operational goal (for example, zero defects, 10/10 customer satisfaction, etc.). Accordingly, choosing the right KPIs is reliant upon having a good understanding of what is important to the organization. 'What is important' often depends on the department measuring the performance - the KPIs useful to a Finance Team will be quite different to the KPIs assigned to the sales force, for example. Because of the need to develop a good understanding of what is important, performance indicator selection is often closely associated with the use of various techniques to assess the present state of the business, and its key activities. These assessments often lead to the identification of potential improvements; and as a consequence, performance indicators are routinely associated with 'performance improvement' initiatives. A very common method for choosing KPIs is to apply a management framework such as the Balanced scorecard . (wikepedia.de)

12. From Controlling-Wiki at www.controllerverein.de

14. Examples of Performance Evaluating and Tracking

21. If you can‘t measure it, you can‘t manage it.

22. Sorry, the following examples are from real life – so not for use in the internet.

23. Profit is Opinion, Cash is fact.